#1 I can't imagine that letter was actually written. If it was, that is unacceptable, but I am fairly sure it wasn't.
#2 You don't pay 2 - 3 times at Kebco. Is there a $1 - $1.50 premium over TRU or Wal-Mart, sure. But for the fact that I save my hunting time? Well worth the 30 minute round trip I don't have to make one to two times a week and come up with NOTHING to purchase.
#3 Shipping is no big deal. They'll combine your orders to save you $$$, and that is no mileage or gas expense.
#4 Condition and packing is better than they mushrooms at tru that I swear wipe with the figures before they hit the shelves, not to mention the checkers who slam the stuff into the bag at checkout.
That said, yes, are communications and refunds the quickest in the industry. No. Do I dislike the idea of having to settle for repacks to guarantee "one of every figure", not really, but that was my choice to accept it and guarantee the next Ephant mon, or bo shek or sio bibble will be mine. And everyone knows that going in, you can't "pick and choose which One of every figures you want, or else it wouldn't be one of every fig.