I've only dealt with Epps through their web page. I purchased two handguns about a year apart and had absolutely no issues. The second one took a bit longer (two weeks or so to ship) but that was from the CFO dragging their heels a bit.
I'm sorry to hear about the firearm and the questionable response you got. A rule of thumb is one happy customer tells three friends but an unhappy one tells ten or in the case of here, hundreds.