Choose your answer: is the following review positive or negative?

UPDATED: I contacted them with info on BBB instead of the usual customer service email and they are replacing at 50% cost. The only reason this isn't 5 stars is because of all the drama to replace the package I've been a vitacost customer since the website was first established, but they've lost their identity and genuine care for their customers as they've grown. All they care about is sales and their BBB rating. Sure, they are nice to you to your face, and they are sticky sweet when you call customer service with an "issue", but all they do is promise you a call back or whatever it takes to "make the customer go away" - they've developed a stingy corporate mentality. They've deleted all of my account information after one of my cc's was put on a fraud hold. Considering I buy approximately $200 worth of goods a month, you can imagine how much reorder data was deleted. Most recently, the carrier lost my package and I called them. They said they would call me back and never did. Two weeks later, still no package. I contacted them again, and they simply refunded me without asking if I wanted a refund or my stuff! Nevermind that they've built a business which is supposed to support your health - they really just think of their consumers as piggy banks. And you know what is worse? Not even an apology!

Choose from:
(a). negative.
(b). positive.
(b).