my understanding of it is they have different depts. (one being casque hifi, in france) & they don't communicate with themselves AT ALL. if you order something, & it's not in stock, they may not even tell you. you use the email provided (to the CEO, no less) & he/she seems clueless about any order or you may have made. all the while, they have your money, so if you're not satisfied you have to claw it back (paypal, credit card etc...), because they really can't be bothered to make the first move in communicating to the customer. he/she might reply if you badger them too much but then that would be a vague reply designed, imo, to keep you hanging on. perhaps they just get good interest on peoples money before they pull it back?
so good luck!