I know the feeling. I have purchased 8 planes over the past 12 months or so from Nitroplanes and have only had one (So far) place with issues (No shipping damage but rather poor workmanship from the factory where they dropped a lump of glue inside the Ducted fan shroud of the Exceed F4 Phantom at the factory and I didn't catch it until after picking up all the pieces of foam and electronics from the fan blades expanding due to the centrifugal force and contacting the glue causing the fan to stop and the phantom to fall from the sky) I was nervous about contacting them about this because a) I was out of the country at the time and b) everything I had seen here.
After contacting John (Nitrostaff1) a compromise was come up with and after I had gotten back into the US, I sent the electronics and fan back to them and they sent a different type of plane as a replacement (I lost faith in the quality of workmanship of the Phantom and didn't care for another). Once they got the broken parts back they sent the replacement out. Exactly what I wanted and excellent quality.
I have chatted with the online staff and have found them to be less than helpful and have even been given grossly misled by the same person twice on the same subject! I have also actually managed to get thru on their phone number and found that guy to be rude and misleading as well, but John makes a poor experience tolerable and even enjoyable.

George