I have dealt with Bilby and had a problem of my own making (ordered 1.75mm when I should have ordered 3mm.) Being an old timer, I contacted them by phone and was able to arrange exchange by return mail. Later, after I had cooked my RAMPS board, I got good tech help. Then one of the stepper driver boards I bought didn't work and they sent a replacement free of charge.

I think they started out as a bit of a Mum & Dad business with CNC stuff, then they took up 3D supplies. Perhaps their business has boomed and they haven't been able to get trainable staff.

As for price, I haven't seen a better Australian price than $AU40 per kg for ABS. The $10 postage does kick the price up.

Have you tried speaking to them by phone? I think you will have a better response that way.

OME