Hi Kirsty,
I can understand your frustration in relation to very poor customer service and I would personally be of the same mind. However, regarding the rip off report, this matter has been raised here in the past, investigated by us and responded to by the supplier to our satisfaction and is why they remain as an approved supplier.
As Rachel has indicated, we will still be following up with them regarding their poor service to ensure other members don't have the same issues.
Cheers