Customer Service Experience?

I recently bought an item from LeCreuset online and had an issue. Their customer service has been awful. They're slow to answer the phone, even slower to answer an email, not helpful and not friendly at all. I feel they misrepresented an item and I'm sending it back and asked them to cover shipping and they refuse. I've already reordered a replacement that's being delivered today.

Has anyone else dealt with their customer service and how was your experience? I'd think if you're spending as much as we do for their stuff, they'd offer a little more or at least be nicer.

Btw this is the first time I've bought online. I've bought my other stuff from their stores in GA. I'm in the USA.