They are very helpful and responsive when it comes to email. I don't know if I just have trouble navigating the site, but anything I can't find or don't understand, they respond in full detail. Eager to help and when you're VIP, or have any of the memberships, it's like having your personal sales email. The only thing I would change is being able to see your account information somewhere. But, every time I've asked for information, or needed to update something, or just wanted to know my details, they've written me full reports. I've entirely loved my experience with saranghae, not to mention how much I'm loving their products (2 year customer).