Margly,
I have spoken with both Fred and Teresa. They are great people. As for your pullover; it has been my experience that response has been slow if they are traveling. Teresa makes the pullovers one at a time. She needs to be home to do it. Phone is at home and email is more then likely done in batches.
I have come to expect that they are not like the mail order or internet sales businesses you find on the web. While they have a web presence they don't operate at that speed.
I, like you, ordered a pullover and it took well over four weeks for an email about it to be answered. When Teresa found out I needed it now, she then made it for me that day and shipped it.
Hang in there and email. They will get to you.
Martin