No one understands the rules of business anymore, and least of all garage kit suppliers. I ran into this same problem with Acreation Decals. Great initial communication, but then no responses to inquiries. He'd average one response a month with some excuse or other. The decals I ordered in January finally showed up in my mailbox in May. Terrible communication and terrible follow-through on promises made to customers.
TwoBobs was okay, but the decals they sent were terribly out of register. If it were me, I would check these before I mail them out, but apparently no one does that. So cue the whole return/exchange scenario, which is a pain when you're a stay-at-home dad all day. To be fair TwoBobs didn't print the decals though, and I don't remember who did off the top of my head.
If you are going to go into business for yourself, you have to commit to it wholeheartedly. You return communications with customers. You follow through on promises made. You ensure a quality product. It's unfortunate that some vendors treat their business like they do their hobby.