I have had similar experiences with them,I had ordered a vista chair so I could have it for an ASA tournament but I was told over the phone that they wouldn't have any untill after the Metroplois shoot.I told the lady on the phone that was the shoot I needed it for and she said that there would be one waiting there for me when I got there.I walked up to their booth and sure enough,there was one on hold for me.
I get upset with the shipping cost from them from time to time but the service is second to none.
I can get things through the shop I shoot for most of the time but the service through them is so good that I will always make a few purchases just because.