Extremely poor customer service

I've been a loyal Loot customer for years. I've always received great service from them, until I ordered a DVD - firstly, they sent me the wrong one. So I lodged a return. They sent someone to collect the incorrect item a few days later. It arrived at their offices on the 14th of January. 10 days later, I still hadn't received any feedback, so I sent them another email following up. 12 hours later - nothing. I eventually had to call their support line to complain and ask what was happening with the return. 10 minutes after my call, my money had been credited to my credit card, which simply makes me think that the people who monitor their email requests are doing a really bad job of it. As much as I like Loot for being able to get many items from them which I can't find elsewhere, I will definitely hesitate buying from them again.