Their service took a big hit during the peak of COVID-related disruption, but they seem to be making efforts to improve it now.
Using e-mail/forms provided by their website, I was able to have questions answered twice during August. It confirmed my decision to purchase, and now I have a kit on the way. I don't expect it to arrive anytime soon, however.
I also used their AliExpress store a few days ago. They have a nice little bonus offer, add "We Stand Together" to your order [to signify international co-operation during COVID] and they will give you a bonus keycap. I ordered some switches from them. [They're stocking switches that are not for sale anywhere in the Americas right now.]
I think they are getting back on their feet. I took a chance, and I'm sure at least 50% of my orders will arrive.