I had a small issue last week with Surplus & Outdoors, one item i ordered was short shipped, so i sent them an email and another no reply, but to be fair i think there was a problem with the Email server, so i did it the old fashioned way and picked the phone up, told them about the problem and had a really nice conversation with one of the guys up there who could not have been more helpful and pleasant and when i got home from the Sussex meet, there was was the short shipped item waiting for me, they couldnt have been more helpful to be honest and they took on board a bit of constructive critism about an item on their site thanked me for my input and promised to look into it.
Ive used Surplus & Outdoors since 2007 and and only ever had two problems, both of which were sorted out very quickly, with no arguement & at their cost.
S&A on the other hand, well like others, i bought stuff from them and in the end got the credit card company involved to get my money back when it never arrived and i couldnt get an answer.