Are you kidding? From what I gather you're in no place to judge as you live in NZ. When I lived in NZ I got books shipped to me from them super quick and super cheap. I'm an Amazon Prime member so I pay $70 I think per year and everything gets shipped second day for free or overnight for $4. I order from them all the time and never have any issues - this is the first time ever I've had any sort of problem. This is just a fluke in my book and they're still one of the best online retailers. What NZ online retailers are there that have such consistently low prices and good service? Exactly. And you're wondering why they don't respond to you? I don't wonder why.