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I wonder whether part of the problem stems from a difficulty in their process for handling odd situations (such as international orders) well. My impression is that the bulk of the "they never got back to me"/"it took a long time to get back to me" situations involved that sort of thing. Where we hear "they got right back to me" seems to be in cases where it's a more straightforward process that the support person can handle without needing authorization or input from someone else.
My own situation falls into the latter category -- I asked for a return authorization to address the wrinkling issue. But I also had something like three or four rounds of further email exchanges as I sought clarification or additional information/instructions. In each case, I found that the support people responded within several hours or at most the next day.
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