I've bought about a thousand dollars worth of stuff from KEH over time, and usually been quite happy about it. At the moment, though, I'm about to return an LF lens that was rated EX, but turns out to have a dented filter ring, so I can't attach a skylight or UV filter that I use on every lens to protect it. BUT....the call I made to their service department was very satisfying. Not only will they let me return the lens, but they will exchange it for one that has both front and rear caps this time (the one I received didn't). So...if all goes as I hope and expect it will, I'll continue to be a satisfied customer.
(Interesting to read jd's account of more stuff than is listed on their website. I'll try calling the store next time I don't see what I'm looking for on line.)