When I (finally) got a customer service agent, she said they were having problems with the website.
I put in an order on December 12th. My credit card was charged, but I didn't get any order confirmation or shipping information, etc. So I was just trying to follow up on my order. I couldn't log on to the website. It kept on saying that I didn't have an order. I called the 1-800 number and I was on hold for 35 minutes (I ate my lunch...) and after I explained what the situation was, the person told me that they were having difficulties with the website and to call back in 45 minutes. WHATEVER! That's poor customer service!
I wrote them a succinct, yet acerbic email. I received an auto reply saying that they will get back to me in 48-72 hours. I figure that my package will probably get to my house before they get back to me. At least I hope it does...