I had some trouble getting in touch with them when my wheels took longer than I'd have liked. Wish I could tell you a better way, but just keep working the phone.
While annoying, I did get my wheels, they've been very reliable, and I think I did a lot better on components for the price than I would have elsewhere. So they're a legitimate business - they just could stand to be better about emails and phone messages.
Sorry to hear you were having problems reaching us. We have been very swamped with calls and orders. If you are still trying to reach us and are having problems feel free to PM me here and I will help you as soon as I get a chance to sit down again.
I bought a new wheelset from BWW last year for my MTB. I didn't have to interact at all with customer service as I ordered online, knew exactly what I wanted and received exactly what I ordered.
I'm very pleased with the transaction. The price was good, the build is excellent and they arrived before the estimated ship date I was given after I placed the order. I wouldn't hesitate to buy from them again.