Hello Stacey, we are sorry we could not provide the service you were looking for, despite being extremely short handed due to our staff traveling for shows around the country and couple of others missing due to health issues we still answered all of your questions from 9 am up to 11 pm even during the weekends, we are sorry this did not meet your standards for customer service. Also, our system only has 16 large plain washers that you use when installing the hoops on the MOAB Chase Rack and MOAB Single Bar, all others use regular plain washers. Despite that fact we still shipped you 16 more for your use to save you the trouble of having to find where you used the original 16 and having to replace them, we are sorry we could not ship it on the promised day due to the mentioned situation. Overall we are happy to assist you and will be in the future, we will use your feedback to learn and keep improving as a company, as for your last comment, we only publish reviews that we personally respond to as a gesture of gratitude for taking the time to leave a feedback. All feedback is important for us regardless of the amount of stars that is shown. Thanks!