Wow. I'm so sorry that's happened to you. I order from them frequently, and fabric has always been fast, cut nicely, first quality, etc etc...I choose them over Hancocks of Paducah because of all these reasons. One time, I got the wrong fabric just because of a poor pick or something, and they made it right ASAP. I had ordered about 12 different pieces for that order, and it was no big deal to make it right.
I'll be ordering from them soon, and I'll update on my experience. It will be sad if the status quo is now crap service...I think they're a family company, kwim? I love supporting small business that turns into a successful enterprise!