Last time I checked calling someone 3 times and also sending 2 email message is a direct contact. As direct as it gets if you don't live in that state. Today is December 2nd. I still haven't received a response to any of my messages nor have I received my coffee. It's too bad, I've been ordering from them for a long time, but will no longer be doing buisness with them. If they can't be bothered to reply to my messages then I will find someone else to provide my pods.