I had no problem getting them to cut my marquee retainer for me when they shipped it (they make one cut to get it to 5', so I just asked them to cut each 5' piece into 3 pieces of equal size, and it worked great).
I went down to vegas a while back for a vacation, and I dragged my wife over to their office there in vegas, it was pretty fun (gotta take a tour and I got to know the guy at the desk well enough that he threw in some extras for me).
I still normally go through happ resellers on ebay for better pricing and shipping usually, but when I have had to go directly through happs, it has been a good experience (just call them on the phone, and work everything out on the phone instead of online).