Smalls - good food but unreliable customer support

My cats love some flavors of Smalls food. Two have gastric issues that have improved with Smalls, including that poos are less smelly. I like the convenient packets of food that they ship frozen w/ dry ice & I keep frozen until the day before. HOWEVER, Fed Ex is very rough on the shipped boxes that can arrive looking like Ace Ventura delivered them. Biggest problem: Smalls can only be reached by text or email. Unable to phone a human. That should have been my warning. Customer service can be unreliable. Have had too many periodic issues that create stress about being out of cat food and having to wean cats back onto canned food. Any cat parent knows that any abrupt change with cats is not tolerated and can be a nightmare. (A company that makes cat food should be more aware and sensitive to this problem.) When there's an issue w/ the wrong food sent, or shipment did not arrive, Smalls can generally only supply a week AFTER ordering. I.e. A week after the food crisis!! (1) Few weeks ago they shipped me flavors I didn't order that my cats won't eat. Front line customer service was unhelpful, indifferent. Said they were unable to supply me new food for 7+ days. Lied and said they.could not Fed Ex food to me within 3-4 days. Seriously?! I had to seek help from a supervisor, who got me food in 3 days. (2) Now, 3 weeks later the current problem is that I was supposed to get a shipment yesterday. Have 4 packets of food left before I have to wean cats back onto canned. Cryptic text from Fed Ex that the shipment was damaged and I need to get in touch w/ Smalls. Texted them right away. My text 22 hrs ago has gone unanswered. This morning I emailed, and got back a generic response that they're at a conference so it will take a while to hear from customer service. Am going to change services from Smalls because having enough food on hand should not be a constant battle.