I have had good experiences with Firm Feel but I'm a realist. With every business or product, there will be a failure somewhere.
Customer service is one area where the story is often told by ONE side so some details get left out.
A pissed off customer that calls a business and starts off with yelling, accusations and curse words will surely get on the bad side of the vendor and probably get poor service with their problem.
That may not be the case here.
An employee that answers the phone may have just lost a loved one, had a break up or is dealing with some problem of their own when a pissed off customer calls to complain.

One good way to gauge their worth is to see the ratio of satisfied customers versus angry ones.
So far, I don't recall many people bashing either company but I do recall lots of positive reports for both. Many times, it comes down to geography....if you're closer to one or the other, it will cut down on shipping costs.