If they don't have a phone number available to actually call them and talk to them directly, I would not order from them. I want to know, before I turn my money over to someone that they will respond to me. I had an "Internet only" company actually teach me that lesson and I finally got them to respond by spamming them with the same email demanding resolution of the problem every day for about a week. Each one referenced the others. They finally responded and resolved the problem.....
I once had a vendor misplace a couple of decimal places when I ordered some micro switches. Instead of 30 $10 switches, they shipped me 3000 of the things. My $300 order turned into a $30,000.00 order! YIKES! My boss was all worked up when I came in the next morning. Fortunately I never throw anything away, and had the original invoice tucked away. (ok, so it was in a pile on my desk) Unfortunately I wasn't there when the freight truck arrived to deliver them or else they would never have been signed for.
I got on the phone with Newark who promised to get things straightened out right away. 24 hours later we were still climbing over a pallet of micro switches. LOL! I called them again... nothing.
Four days into it, I decided to play dirty.
I wrote detailed account of the whole sorry mess, included names, dates and times, and begged for help. I then went onto their website and began emailing every single person listed on their website. Within the hour, I got a phone call from someone claiming to be the VP of their company. LOL! Before I went home that day I had an RMA number, a faxed form stating that our account had been credited the $30,000.00 back and their UPS shipping account number. Of course I couldn't resist "accidentally" sending them to the Louisville office instead of their main hub.
Ok, I know it isn't a Gun related item, but when someone refuses to fix a mistake on their part, I find it helpful to pester them and everyone related to their company until someone fixes it, if only just to stop you from calling them.