I am in no way affiliated with Aurora strings.
Interestingly enough, I've had just the opposite experience.
I live in Greece, and had several questions about the strings before ordering them, due to the fact that I live so far away. I didn't want to buy something that wasn't what I was looking for.
I gave them a call, they answered the phone and my questions right away.
When the cust. service rep couldn't answer my questions, she gave me the CEO's email address.
I wrote to him and he responded almost immediately. We traded several emails back and forth over the course of an hour. He answered my questions and also offered to send me a free set of electric guitar strings along with my bass string order.
Skip to about 6 months later, when I actually was ready to place my order (life got in the way). As soon as I called Aurora, they took my order, no problem, they honored the offer to send me the free guitar strings along with my order, and they, without problem, put together a slightly custom bass string gauge order (I like the E-A-D to be medium gauge and the G to be heavy).
My order was sent the next day. I received an email from the rep thanking me and letting me know my order was sent, and we even had some communication on their facebook page.
Maybe it truly was a matter of coincidence that you had a bad experience? It just seems so "day and night" between both our experiences, and the 2 times I dealt with them were good, so perhaps your experience was due to something else?
Just a thought.
-New York Bassists Club #68
*Rockin' Carlo Robelli basses since 2006!*