I only had an issue with them once but I didn't email them, I called. I ordered DuoFuse in the package and they sent me some cut off the bolt. I ordered 5 one yard packages and they sent me 3 yards. I couldn't tell if I got DuoFuse or something comparable but I needed DuoFuse to compare that brand with something else I had. When I spoke to the nice lady, after a little polite back and forth about what I saw on the website and what I actually got, she sent me a WHOLE bolt of it! Plus I got to keep the original 3 yards! Problem is, I needed the packaging to tell me how to use it (apply steam or not, etc.)--the bolt still didn't have the usual plastic that is normally wrapped around it like the other interfacings...lol.