They have had a lot of issues over spring and summer with the massive Sim racing boom over covid, they were frankly overwhelmed and had some huge growing pains trying to keep up.
I think it was fair to say they didnt handle it brilliantly to begin with, they bit off a hell of a lot more than they could chew, and would have faired better if they took the same approach to orders as Simlabs. The USA side of Distro/Warehouses was a bit of a shambles unfortunately, and they have change Distro on numerous occasions to try and rectify the problems.
As Summer wore on they slowly got their act together and are for the most part on top of it now. They are not perfect but they are trying.
As for customer service, I've been in touch with them a few times, dealing with both Matt Sten and Johan Ackerman, every time they went well above and beyond to help me out with any questions or issues.
I'd buy TR again any time.