Exactly, they are totally hit or miss.
Most of the time, they are great. Pretty much, if everything goes smoothly.
If there is an issue though, then they might help or they might not get back to you.
Way back, I purchased a set of mats. When I went to install them, I found someone had removed the circle clips. No problem, Ill just pick some up locally I thought. Until I found out why they had been removed. They were something like $30.
It took me a long, long time, but they finally sent some out. A lot of complaining, and finally a public complaint finally got the matter resolved. Found out later that some guys were doing credit card fraud there at the time.
They seem better now, but still a bit slow to deal with issues. At least they arent stealing credit card numbers anymore LOL