No, they don't always get back to you. I've written an email or two that seemed to drop into a black hole. But on the whole they're not much worse than a lot of companies these days. But FWIW (joezabel), in the past I had much worse problems with Daz, in spite of their alleged wonderful customer service (I guess I must be the exception that proves the rule, or the one that fell through the net, or something). It's ancient history now, but it was so bad that I've never purchased another DAZ item since.