Lots of friendly, yet empty words and few deeds to back them up. Only bare minimum effort on the phone and in emails.I've been a customer on their website since 2014. In retail stores since 2003. Almost 20 years. As true fan I can forgive mistakes, but I’ve got limits.Recently I’ve had more and more problems with them. Now out of all orders I've ever placed 10% have been faulty. I've actually checked my order history to confirm that. Maybe it’ll soon be more. There are still some pending ones.I've had problems like:• delayed or missing subscriptions• damaged goods (some I’ve let slide, because I can use greenstuff and sculpt and that’s faster than waiting for a new order)• incomplete orders with items missing without explanation and the quantity was suddenly set to 0 on the invoice• orders stuck in processing limbo• orders stuck in pending limbo• received shipping confirmation, but the order never left their storage facilities and wasn’t even compiled nor packagedI've just waited over a month for a pre-order stuck in processing limbo. Third time that happened. Second time I've had an issue with a limited codex release.  Got an answer after 9 days. Slow, but the automated reply told me to expect an answer within 10 days, so fair enough.The answer was friendly. Of course, I've read words like "Thanks, terribly sorry, technical error, do our best, sincere apologies for the inconvenience". However, the entire e-mail was written in one paragraph. Looked hasty, without any proper structure, care or true effort put into it.Technical error? Really? That very same problem keeps happening to me. Same excuse, too. Why not fix it? Why not check the effect on other orders? Why is it coming back every few months? ... A shameless lie. It was repeated human error. Whoever wrote that didn't want to take responsibility.I'm not unreasonable, rude or wrathful. I'm human too and make mistakes all the time. That’s fine. All I’m asking is for someone to care of that and tell me the truth. Even if it actually was a technical error, it wouldn’t have changed a thing. Preventing something like this from happening again is actually fairly easy. All it takes is to write a notification in my customer base entry and make a scheduled reminder, maybe make one phone call to another department. That would have been sufficient. I know, because I’m doing stuff like this at work all the time. If a technical error is that well known and has been pointed out multiple times, yet the ones responsible chose ignorance and inaction, it becomes a human problem.For my repeated, third time trouble I was offered:• regular codex as substitute and the difference refunded• full refundI was offered what I'm legally entitled to anyway. How very insightful and empathic. Just the right thing considering how I must feel. No discount, no token gift, but just the legal obligations they must fulfill. True low effort.Like I've said, third time this happened to me. I am a regular costumer. It’s widely known that all purchases are based on emotions, so the worst thing one can do is to make me feel bad by insulting my intelligence like that.I’ve come up with a third option within a split-second that’s even better. Would have been smarter to give me my money "back" as virtual giftcard. That way they'd avoid a loss and just shift the money internally. One call to the bookkeeping department could fix that. Would have been fine for me too. At least that would have suggested that we still belong together instead of what I’ve read between the lines which was: “Sorry, not sorry. Take your money back and leave. I don’t have time for this and don’t really care.”Today I got another mail for something unrelated. Got a tracking number and received shipping confirmation of something that was made to order. However, the order status on their website is still marked as pending. Must have been another “technical” error, I bet. Something else that’s made to order should have shipped within 120 and had its deadline exceeded by a week. Now at 127 days. I’ll wait another week and see what happens. Probably yet another “technical” error.To be fair. If possible I got replacements and always my money back.I've been a customer for nearly 20 years. No more!