I recently had an issue (for the first time ever, btw) with the pump on my SPF30 day lotion so I emailed the company directly, not really that hopeful that I would get a reply.
I am extremely glad to to tell you that I was wrong.
I received a reply within a few hours from (I think) Kimberly Sayer herself!
In addition to being timely, the response was thorough and extremely helpful - MAJOR points for this as I am still in the midst of a run-in with a dodgy eBay seller.
I have nothing to do with the company, other than being a regular customer since 2008. I really just wanted to give credit where credit is due.
A big ol' gold star for you :)