This is supposed to be an "edit" of my earlier review, which I am making after the Company responded here, and to me personally by email. RealChems and I worked together over the course of some weeks to identify the problems with my orders. Because I am a frequent customer, this caused extra trouble for the customer service folks as new orders appeared in the que, but they remained cheerful and upbeat - despite some setbacks and mixed communications. Staff took some of my email correcting a couple of things that got away from us with good cheer, and no resentment or justifications. IMO, some of that was complicated by initially having several CS folks attempt to help me, rather than just assigning the case to one person, who should have then seen it through to the end. It seems like this is indeed what happened towards the latter part of the resolutions phase (thanks, Daniel!) Anyway, my verdict is that most of the delivery delays and other problems, and particularly tracking issues, are being caused not by RealChems, but by PostNL - which sucks in every way imaginable, and I hope I can find a place to leave them the review they truly deserve. After our marathon efforts to get information and to resolve my order issues, RealChems valiantly provided me full compensation for my (multiple!) orders lost by PostNL, and a store credit in consideration of my inconvenience. I am humbled and grateful for the good service I received, and for the fact that the upper management even became involved to help me. I do hope that steps will be taken by RealChems to protect itself by further holding PostNL accountable for errors and loss, and to prevent such things in the first place by more vigorous and frequent tracking that is also transparent to the customers. In consideration of the above, I am re-rating RealChems from 3, to 5 stars.