over the last month i got prompt responses for easy questions (like asking about a specific item) and very, very slow (10+ days.. it's been a month for my last question/email) responses for questions about store credit/gift cards, policies, etc.. stuff that may not benefit them, maybe? i've tried the online chat too but if it's one of the harder topics i am always asked to email, and then i don't hear back.
Ahh - ok - that makes sense. I wonder if the CS staff are having trouble getting answers for the the credit/gift card policies from the managers and so they can't respond in a timely way. That would put them in an awkward situation. Must not be fun for them.