I think I bought a model plane or two from them, many moons ago. Obviously I didn't have any issue with my purchase. I once received a defective plane from an eBay seller, so I took a few pictures of the scratched wing, forwarded them to the seller, returned the plane (they even covered the return S&H) and got my full refund!
That is true. What I meant was that a lot of sellers may prefer completing sales and handling issues through email or any other method away from ebay. This is against ebay policy.