I am in the middle of a customer service question myself. I ordered a bike. Email back and forth was OK. But, needed a phone call or two to get things done. The guy at BF said things had been busy.
Then I had to cancel the order. They hadn't even started the construction process yet so there was no problem. The same person at BF said that my refund would be processed. After a couple weeks the refund had not hit my bank. BF comment was that it would be processed in a couple more weeks. My reply was that they charged my account within hours of me placing the order. No reason to delay the refund.
I had hoped to place the order again when my situation changed. But, now I'm not so sure.