Stitch by Stitch?

Hi, just curious if anyone has previous experience ordering from Stitch by Stitch? Or getting in touch with their customer service? I ordered a preorder item a few months ago and reached out several times just to ask if there are any updates and after my third email, I got a very rude and snarky response back. I am already regretting purchasing from them if that’s the type of customer service they give.