Customer service is a no go in fact they are down right rude (ie) your problem is your problem. If you would like to try this cocoa you will be stuck with some undrinkable cocoa.This cocoa does not come in the sample pack. Dont ask for a refund or exchange, not going to happen. If the machine did'nt cost so much I would chuck it out the window. This company needs to work more on customer service and less on telling customers that they don't care about us.