Yes, that is my experience too. Drum and Flag are at the completely opposite end of the spectrum. You get friendly, efficient, professional service from Rupert, excellent communication and responsiveness—not to mention a great range of offerings and good prices. Like you I have had one, minor mistake in packing and it was rectified immediately. A vendor you can trust and enjoy purchasing from.
Fortunately my positive experience with vendors greatly outnumber this bad one. They just serve to make this stand out, particularly because as it has been so useless.