I've been by their store and visited a bit. Favorable impressions. Quite a few folks have been very happy with their service by phone or by snail-mail. Don't believe I've heard any comments one way or the other about the email.
They are known to get the occasional brain-fade. It's not a common thing, but when it happens it seems a bit difficult to get corrected.
You're from BATFE? Come right in! I use all your fine products!