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They are legit and usually come through with your order.
They sell at a discount, sometimes a pretty good savings for you but the investment you make is time.
You already discovered one way they keep costs down, minimal customer interaction. I never, ever got a live human on their phone back when I did order from them. You also know how they do business--they list most everything and when you order it, they'll order it. You usually will never know if you'll actually receive your product until it arrives.
So, if you want something, but don't need it anytime soon, you might save a buck if they can get it.
But this post begs the question" IF Sprue Brothers stocks it, why bother going anyplace else? If you're in the US, and you need it now but SB doesn't stock it, go Squadron. Pretty much, Roll Models no longer serves any purpose.
I bought from their earlier, 1980s incarnation in the real mail order days & they were reliable then and now, but in today's instant service environment, they still function at a 1980s 1st class mail pace. You can buy direct from Europe and still receive your order much faster, especialy from Hannants, Blast & Rebell or Firestorm.