I can only apologise that you found the staff member unhelpful. Sadly when your grains are already in the bin we cannot help in any way and we do not send free replacements on demand. The photographs that you sent showed happily brewing milk kefir that was settling with no issues as all. They only needed to be replaced because you had thrown them away and sadly this is not a reason for a replacement. Again i am sorry that we could not help.
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