Plenty of webstores have cruddy customer service, plus people throw up "don't buy here" every time something they want is out of stock.
I'll say this, in the subject of ships, it is really easy to make a personal connection with the folks at the other end.
Just an example, Al Ross at Bluejacket is a member here. So is/was John at White Ensign models.
You send them an email, they respond.