Their customers support team must not that great then. They asked me to elaborate, when I was asking if they provided free/extra chicks because I was curious.Actually, Cackle is one of the few hatcheries that will give you pullets as extra chicks!. This was my experience with them last year anyway.
They gave me one to two extra of each breed I ordered, all pullets.
I don't remember exactly what they said though. I think they said they didn't do that.