I didn't want to, but I am SO close to canceling. I just heard back from them, and here is their reply: ***** Hello Jamie, First off, thanks for reaching out to us about this issue. Secondly, oh no!! I'm truly sorry about you being offended from the previous agents response and not pleased with the Supergoop products. As customer myself, I completely understand your disappointment with this situation as a whole, and I'll be more than happy to help you out here. After taking a look into this, I can understand why the previous agents may have processed refunds or credits for recent mishaps, and that is because unlike regular orders, the Sample Society boxes are pre-generated. There isn't a huge supply, so replacements, which would always be a better alternative than a credt/refund, are not always an available option. We are definitely working on ways to improve your experience with the Sample Society. Again, I apologize for this HUGE inconvenience. For any further questions, please don't hesitate to reply to this email or give us a call at 1-888-696-0423. We are available 24/7 and are always happy to help! All the best, Samuel G. Customer Care Team BeautyBar.com, A Family Hood Site ***** I'm pretty pissed. This tells me absolutely NOTHING that they are going to do. WTH?!