I agree with that also. If you don't have it in stock you shouldn't sell it (and definately not have the "buy it now" option).

I'm not trying to speak on their behalf, I know that I will use them because I've had a positive experience every time That I have.

One person could have done all the things you said if they employ, say, 5 people to run their internet stuff. You just never know and your right when you say that what matters is how their customer service treated you. They lost a customer and it's their fault.