So simply receiving what you pay for makes for 'great' service? I admit, other companies would not have even replaced the batch that 'went missing' - but to call that great service demonstrates the problems with this industry and what we are expected to put up with. Getting what you pay for is simply basic trade rules - as opposed to criminal theft.
Sannie has provided at least two customers I've seen with a free pack of seeds of their choice due to them experiencing problems with two of his strains. One was simply a rogue pheno of Killing Fields that was runty and didn't grow or yield much - not the entire pack, just one pheno from that pack. To restore satisfaction and confidence to this customer he sent them another 5pk free of charge. The other incident I witnessed involved a hermie which the grower eventually admitted had probably been caused by him (light left on in flower = no blame on breeder/seller). It seeded his entire crop however. As a gesture of good will Sannie sent a free five pack even though he was not to blame at all. Just to help make up for the persons disappointment. This to me as great service - possibly bad capitalism - certainly putting customer satisfaction first.