Funny
I haven't had much dealing with Ellusionists customer support.
But the one incident that I did (with my last order) I had a great experience.
I called Jennifer and she was quick to help me. She asked that I send her pictures of the issue and she was much more prompt than I was at getting back to me(within a couple of hours vs. me getting back the next day)
With a few emails, a few pictures, and a few snips to a beautiful deck (the only part of the experience that was not agreeable to me) I had a replacement deck sent out within a day.