My recollection is that when I sent email I got no response and then I called them and it was taken care of immediately. My problem was the join on the sz. 3 Cubics I ordered was not smooth. They replaced it. I'm surprised that one broke too but these things can happen, they just aren't supposed to happen to us!
Cheating is an option. . . . Cheaters never win and winners never cheat, but smart knitters who want to retain an iota of sanity do, cheerfully. ~~Kory Stamper