After reading the first post I still do not get why you are so upset about a mistake like this.  I just got back from a trip using NCCO, and I found it absolutely amazing.  John did not show any of this arrogance, rudeness, or whatever else you say he showed.  Forgetting to pack a utensil kit is certainly not any reason to cry about :'(, lose sleep over, or, as a matter of fact, write a huge tirade slamming this guy over something that you don't know that it was his fault at all.  For all you know, you could have gotten it out at some point and, without knowing it, dropped it into a lake.  As proved through these many posts, it is possible to survive without a cook kit.  John did everything he could to try and make things right about this, even by giving you a $1,000 refund, and yet it is still not good enough for you: you wanted a refund of $1,800 :-?!  Personally, I think that that was too much to even think about asking for.  I personally talked and listened to John about this story, and he personally admitted that his staff dropped the ball.  He admits this and has since moved on, so why can't you?  People aren't always perfect 100% of the time, and this was a rare instance where something just wasn't in the right place at the right time.  Out of all of the stories that I have listened to and letters of recommendation that I have read, I have yet to find more than one or two people who said that their trip was not the trip of a lifetime.  You need to grow a backbone, accept this for what it is, move on, and quit slamming this reputable man and a very profitable business and costing them all a lot of money! >:(