Well, I just got my first shipment Tuesday, 15 chicks, one DOA. We lost 2 more in the next 48 hours, both suffering from wry neck. Another one just died this afternoon, although it appears that it may have suffered some trauma in our custody, since it was doing very well just minutes before it's sudden death. I called them earlier today at the close of their 48 hour guarantee period to give them a head count. At the time, I had 3 dead and they were very friendly and happy to send replacements at no extra cost. I was a sucker and bought one more chick while I was in the phone. Darn that chicken math!
So, there were no extras, (how do you send 0.6 of a chick). I'm disheartened that we lost 4 altogether, 2 of them the blue cochin females I waited since January to receive, a Salmon Faverolle that was DOA and one white crested blue Polish that may have been my fault
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Overall, the customer service was great. IMHO, the cochin chicks looked weak and iffy from the start, so that was disappointing. I only wish that they could send me exact replacements regardless of availability. And, I was emailed an invoice from them charging me for all four chicks, but with free shipping. I'll have to straighten that out.
I'm glad, in a way, to see that this does happen, and that I'm not unwittingly killing them somehow.