5 orders and 0 issues for me, and the one customer service interaction I ever had was quite helpful. I would guess it all depends on exactly what you are ordering. Maintaining a myriad electronics inventory as unique as theirs is likely very challenging, in terms of supply chain & sales operations (product knowledge).
Most of my orders have consisted of CL2 cabling/wire, connectors, mounting brackets & HDMI extenders. In the one instance that I interacted with their CS, I needed the physical dimensions of the casing of an electric projection screen but all the published specs were only related to the screen itself. Somone responded to my inquiry w/in 24 hours and had the measurements a day later (not sure if they busted out the measuring tape or called China).
Just wanted to share my experience.