I would also check out some of the other threads in that forum. Your experience is not at all unusual, and some of the offered "solutions" kind of make me gasp, personally. You will eventually get a response if you post in their forum. Their response may or may not make you unhappy. I am also somewhat surprised at their status on ECF and I hope it's not vendor fees and etc.
To be fair, I think they do a ton of volume somehow, so there will be squeaky wheels that need grease. It's just sometimes the "grease" that is applied is not so very effective.
I wouldn't order from them personally. But everyone kind of has to decide for themselves and etc.
Good luck in your search. Also, keep in mind time zones. Verashu will have an answer for you... eventually. What the answer will be, well, it really depends.
Anna