I don't think the customer service is that bad, but it looks like the website took a step down in quality.
Maybe they sacrificed the website in order to put out the rather thick catalogue they sent me in the mail.

I do know their warehouse moved locations and that's probably why people were getting terrible service for a little bit.
Side Note: I did try to call the customer service phone line 3 days in a row multiple times each day and never got an answer, not even an automated message. I guess that would qualify as bad customer service eh?
Oog