Our customer service team at email@example.com 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 firstname.lastname@example.org email address to your email safe list. This will ensure your emails hit your inbox and not your spam/junk folders.