My missus bought me a Darkglass b3k from the website at Christmas. Apparently it arrived with the knobs scratched to hell! When she called him to complain he was apparently very patronising and said something along the lines of "To be fair love, it's designed to be trodden on". She also asked if it was second hand and he replied with "Oh no, we only ever sell brand new gear!"
Eventually he offered a replacement... Not of the pedal mind, he told her to pull off the knobs and send them back in the post! I suspect he only went this far in customer service because she emailed him from her work address, a fairly large law firm
I don't know what the guy is like in person or what his sales skills and knowledge about equipment are... But considering that expensive items are sent with non protective packing, and how shoddy the after sales service is, I won't be shopping there.