I placed an order for a pair of 25L [new] Sanke kegs that I'll be using to ferment in, last night. Already have shipping info on them with an ETA...
I do agree that it's damned difficult to get a hold of the man, BUT, if you call him, and be reasonable (i.e. kind) then he does get back to you. Granted, his 15 minutes turned into about 2 hours (for the call back). BUT, he did email me the following day with an update (was checking availability with the manufacturer) as promised.
Would I use them as my default supplier for all things home brew? No. BUT, I would use them for another round of Sanke kegs. I'm actually planning on doing that in about a month or so. Or, more likely, once I've moved to a new place (fingers crossed for going into Maine) and see what I have for space to brew/ferment in.
So far, besides the LHBS, I've had solid results with Farmhouse Brewing Supply (hops, grains, oak, etc.), Rebel Brewer (grain, hardware like burner and Barley Crusher and Belgian bottle corks/cages), Williams Brewing (O2 system and another order for a precise scale, and a few other items) and a decent first round experience with Chi...
Personally, if an item is really important that I get it within a time limit, I check locally first. If it's not available, then I start pinging out to vendors and see if they have it and how much to ship it to me in time. I typically get good results with this method. Granted, there have been a time, or two, where I've needed to delay a brew day in order to get something. You only do that a few times before you plan further ahead (which I do now)...
Bottom line, IMO, it's not a matter of getting vendors to NOT mess up orders (it's going to happen) it's more a matter of how they handle those times that counts. If they make at least reasonable effort to make it good, then I'm happy. You need to keep in mind, they are all slaves to distribution channels (unless they also manufacturer, fully, what they're selling). I've had distributors say they have something in stock one minute, and I go back to place an order 15-30 minutes later, and they're all out. Sheito happens after all.