I have had a similar problem with Youngs'.
They were retaining an order for more than 1 month (although it was already paid) but gave no explanations, even though I contacted them several times.
As I passed from asking for info to complains and threats, they sent me a partial order and refunded the rest.
I believe they do not know what customer service is. It is so easy to answer an e-mail.
Even though they have the best prices, and as for "service kits" and engine parts they are much more reliable than others. I have had terrible problems with a spanish supplier, "La Nautica".