To be fair, I never had any real issues with HoU before the unexpected charges other than Brooke just being very wishy washy about shipping times, pushing them back, making excuses, etc, and for me personally, most of the time I am not bothered enough by delays to be truly annoyed.
I honestly think it's more lack of organization than anything, and lack of general preparedness. To me, you should have the boxes all ready weeks in advance so they have some time to cure, and then they're ready to slap a label on and mail at the given time. and I don't think she has bad intent, I just don't think she's organized enough and doesnt give thought to things like "I said the sub was ending so I should email customers to make sure they know I changed my mind." I am skeptical of some kinds of complaints, too.