Never dealt with them, but consider this:

The key to retail is customer service. If you can't do this detail you simply do not belong in that business.

All statements should be discussed on a professional manner, even if the customer themselves is not following that rule. Sarcasm or rude comments will not improve communication. You have to be able to keep your cool.

I've passed one or two auctions by people before, simply based on their attitude in their write-ups. I can't expect if there is an issue, they are going to be any more professional once they have my money than they are before I've even considered purchasing from them.