Anyone have issues with FRED/Eaglegame's customer service?

I purchased a set of colonists for Age of Empire III to make a DIY
sixth player set about 3 weeks ago.  They sent a packet missing twenty
colonists.

After writing to them, they said they would mail me a replacement.
It's now been over a week and I haven't gotten the replacement.  I
emailed them this weekend about the status and they haven't
responded.  It appears they are more likely to respond to geekmail
than email, so I'm waiting for BGG to go up so they get the geekmail I
sent last night.

If anyone had a problem with their order, how long did it take to get
the replacement?

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