As it's been said before, they're at the mercy of the JDM company. They're a great shop man, give them another chance. Maybe they were being BS'd from overseas? A slow response is better than no response.
When their techs failed to notify me that the inside of my Falken tires began to crack, tires23 replaced my tires without even a hiccup. I think they have great service, and a little miscommunication shouldn't be a reason to bash them.
Any time you order anything from japan, expect delays. HUGE delays.
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