Customer services/User Experience:Details determine success or failure.

Easy to contact,Customer services contact info should be placed in a conspicuous place。

Using a non-existent address like [email protected] to send email to the customer is really bad,
To make matters worse, no Tel number/email address displayed/linked in the email.

The customer don't care who is behind the call/email,who is in charge of,
Anyone been contacted represent the company in his view.

Don't take it for granted that all your customers were smart enough,
If so,you are the fool.