Has anyone used this site, how did it go?

I have wanted a particular popular bag for years and it wouldn't bother me to have it second hand, there are loads of them on VC for varying prices.

A quick google of the site doesn't look positive, but I know people usually only pipe up online if they have something bad to say.

My main concerns are that people say customer service is very hard to reach if you do have a problem, and that items can take months to arrive - has anyone experienced this, or the opposite?

I know Sophie Shohet on youtube uses the site semi-regularly and seems to be happy with it.