I probably am but still.
I use the same online chocolatier quite a lot during the year to send presents to friends and family (so I feel probably erroneously that as I spend quite a lot of money with them I should get good treatement).
I got sent a box of their chocolates as a present by a lovely friend. Alas, one of them a light creamy ganache thing was mouldy. This only became apparent when I bit into it and the sealing chocolate disk on top popped off and the mould became visible. This happened in the middle of a large dinner party so wasn't great publicity for them.
I e.mailed them that night to tell them (and included a photo so they could identify the chocolate concerned). They haven't acknowledged that e.mail but I did get a missed call (but no message) from them 2 days later.
I phoned today and basically got told that they have been back to 'normal' since Sunday. Yet no one has replied to my e.mail or phoned me in that time. They have a 5 day timeline for dealing with complaints advertised on their website which if they truly went back to work on Sunday they have now missed.
I am pretty cross that they haven't got back to me sooner - even an acknowledgement e.mail or a message would have appeased me. The person I spoke to today made it very clear that she 'only works for them' and wouldn't attempt to resolve the issue in any way or even really apologise.
In addition, Pre-christmas they were doing a 'buy 4 boxes get one free' offer so like the true sucker that I am I bought four boxes. The free box (which I got sent to me) hasn't arrived either!
She wouldn't deal with this either - apparently all complaints needs to wait for the owners who are not in the main ' branch' today. Surely in the day of blackberries/ mobile telephones etc. they could have done better?