I can't relate any refund stories as I have only made one purchase. I picked up a MD3 MVS cart from them after searching local to no avail. They had a lot of communication back and forth (purchased directly through their website with paypal I believe), they sent me pictures of how it looked packed before shut, how it looked shut/sealed and labelled, and that is exactly how I received it.
My stuff was well packed and the pictures were identical. I wouldn't hesitate to buy from them again from my experience, however, shipping is usually the killer for me each time. Oh, you will get tons of advertisement emails after your transaction, so if it bugs you a lot, use a temporary email that you can use through the entirety of the transaction then stop using once you have your item and are pleased.