When dealing with Customer Service departments, the people on the phones are far more helpful than those handling the e-mails. Get over the phone-phobia, and call them already! Just because they are rude via e-mail, doesn't mean you should write the company off completely. Beyond the Rack, I may not forsake thee, due to the man with the adorable accent who answered my call, and my need to cancel an order that I placed months ago, and heard nothing about. You are, however, on notice.