I've ordered from them before, and I was pleased with their customer service. One of things I ordered was a set of their yixing tasting cups, but I had problems with one of the cups. I emailed them and they immediately sent me a replacement. When I had the same problem again with the replacement, they refunded my money and took the item off their website.
So yes I did have a problem with something from them, but I feel they did everything they could to rectify it. I have had no problems with everything else I purchased from them, and would shop from them again.
Hope this helps.