Maybe they just don't like you. (just kidding)
Perhaps it's more like a mom-n-pop operation, than a big business. They've always done me good, tho. Had purchased a refurbished 400w HPS, and the lamp wouldn't fire. E-mailed them, they said it was likely the capacitor, and that they'd send me one.
The next week, the package I got from them had a 400w bulb, not the capacitor. I e-mailed them, trying to explain how important this light is to me. (without telling them just how important it was) Got no response, and I shot them a bit testier e-mail. No response.
About a week later, the capacitor came with a note that simply said..."Sorry, keep the bulb. BGH"
Customer service - pretty crappy
Customer satisfaction - Yup, I'm satisfied. Everything else I have ordered thru them has arrived promptly.