To be fair.... lots of mail order companies are not as large as they seem, often being run from a spare room or shed in the garden.
Looking at his website, he has a forum and allsorts so i cant imagine that everyone is unhappy with his service.
You can please some of the people all of the time, all of the people some of the time but you CANT please all of the people all of the time.
Paypal are likely to refund you Tomo, that said poor customer service and the hag you are having to go through is not good enough.