Our customer service team at firstname.lastname@example.org have an excellent response rate and usually respond to emails received within two (2) business days. We sometimes find that our reply emails are going to your spam/junk folder. Check those folders and see if our replies are in there.
Another option to ensure you do receive our emails is to add the email@example.com email address to your email safe list. This will ensure your emails hit your inbox and not your spam/junk folders.