I’m afraid I’m going to have to mention that I’ve not had a problem with them and I find the wheels they build bob on. Three experiences now, first building a complete wheel set, second repairing said wheels set after the mech went into the spokes, and lastly building a rear wheel for me when I needed the rear hub changing to 142×12.
All I can say is that on every occasion I rang up and placed the order without paying a penny, then when the wheels were ready (2 weeks the norm) they rang me, I went to the shop, paid my money and job was a good-un.
On the last build, I was given a number of options for converting my rear wheel to 142×12 and in the end they happily part ex’d my complete old rear wheel for a shiny new build.
I’m happy, but then I’ve never used their on-line services