I give Marc credit for posting his reply to this specific issue. I too am a small business owner and know that sometimes it can be difficult to deal with a very small percentage of people. That is why I have not chimed in on these specific discussions. They almost always boil down to he said, she said type situations.

As a note, in my dealings with them (only on a couple of occasions) they had good customer service and provided the parts requested. The feedback issue is a totally different topic.