They really couldn't be bothered.
Bought as a present, so I have still not tried this item because I will never try this item because it was not for me. You can chase me again if you really want to keep asking me if I have tried this item yet, but the answer will always be the same. I have gifted this to someone else. This service feels very unpersonal, like I am talking to a computer who cannot understand rather than a person.