definitely a bummer. i normally cut companies a little slack, especially small businesses. in this case, a long returns process may be due to the extremely high levels of sales of AR parts over the past month.
even so, i am disappointed in their response. while i don't personally care about a scratch, i suspect their response would be the same if you had a more serious issue like it wouldn't shoot straight.
i'm not writing them off just yet, but if a couple recent anecdotes of bad experiences turn into a trend...
in any event, i've ordered very little from them recently because i've found better prices elsewhere