Tony and the team were extremely responsive to my feedback, particularly after my review here. They helped me understand their backend process that can lead to the error I had on my test and how much of it is out of their control. They offered to resend a test for free, Tony said they've changed their policy to offer the free replacements as the standard, and I was offered a discount on my next test.
It was a great response and everyone was polite and solution-oriented. Ultimately my replacement was sent to the incorrect address - they used the address of my first order rather than the address of my latest order. The effort was so sincere, and the product so good, that it pained me to have that be the outcome. I will likely use them again in the future, but I'll need a few months to put this behind me.