I've ordered from them for years - more than a decade, and seldom had any issues. I don't notice service changing now that Amazon is involved - for me it's always been hassle-free. I love it when I get those end of bolt "jackpot!" stickers - as JENNR8R describes, I've occasionally gotten almost a full yard for free!
One order, I ordered a yard of a certain fabric and received an email saying it was out of stock but they had everything else. When I got my package, they'd found two half-yard cuts of the fabric I wanted and included them in my order, but did not charge me for that fabric at all. I thought that was really good service, and I was able to use the two half-yard cuts just fine for my project.
They are often the best price I can find for Auriful thread.
Prices have gone up over the years, and the free shipping has gotten less generous over the years too, but I think that's pretty much true everywhere.
I really try to avoid going onto that site, to be honest. Too many tempting goodies, and I already have enough fabric on hand to last the rest of my life. Sometimes I can't resist browsing the New Arrivals, though...