"I have occasionally ordered from Kalmbach in the past, being that I'm a railfan and they're probably the #1 source for railfan publications in the country. Quality of what they publish (books, magazines, a few videos) is generally excellent, even indispensable. Past orders have gone ok, though I always noticed shipping was really slow. This order in February 2018 (1 back magazine issue, 2 oversize souvenir/reference special issues), however, was like a checklist of everything that could be done wrong in fulfilling an order. Shipping times were ludicrously off; 1 week after the "your order has shipped" e-mail, USPS tracking finally reported receiving the package. There was no update saying the shipment was incomplete, though Visa charges did change a few times (I checked my Visa acct daily). Attempting to check on order status through the e-mail links was futile – links were broken, took you to the wrong page, after logging in took you right back to the wrong page. I phoned CS, they gave me an obviously wrong shipment date, off by a week (and did so again the 2nd time I called them, for Part 2 of the shipment). Meanwhile Part 1 arrived; the package was open, in fact had obviously never been sealed. The 2 publications in this part of the order were in sealed plastic bags, but one of them was badly water damaged, every one of the 100 pages, but bone dry, which means the damage had happened in their warehouse and they shipped the product in that condition. The only positive: how CS handled my 3rd phone call, which was to replace the damaged publication. It was shipped promptly, and instead of 2 weeks that the 1st shipment took, it arrived in 2 days (I live only 90 miles from their warehouse). Even on that an error was made: I told them that only one of the 2 items was damaged and needed to be replaced, but they sent both anyway. So to sum up, a '5' on publication quality and a '1' on order fulfillment, averaging out to a '3'. "