My import experience with Geoff was excellent also. He was very helpful along the way, sent me pictures of the car being degassed, got all the information to me promptly etc. Some people need to appreciate that he is an extremely busy guy. Obviously this doesnt excuse some things but he does his absolute best to keep every customer happy and his reputation is a testament to that.
As lwells said, when you are relying on others as Geoff is, such as suppliers etc then there will always be factors out of his control that he will do his absolute best to sort out in the shortest possible timeframe.
Importing a car is one of the most frustrating things you can do. Paperwork, weeks/months of waiting, more paperwork, phone calls and more paperwork. For this reason its easy to understand how some people get slightly pissed off when things dont go as planned.