I've never been there in person, but we've ordered from them several times, and have always been happy with the results. One time we ordered a bunch of stuff from them, and that night their computer system crashed, so the shipment got delayed by a day. The e-mailed me and my wife, called and left a message at home, and called my wife at work to see if it was OK and if we still wanted the shipment. At the end of the conversation, they said they were also going to throw in some free Ricordea and some other things (I don't remember exactly what). All this without a single complaint from us. I would have been satisfied with just an e-mail explaining the problem.
FWIW, the store did have some legal troubles with the ATS system, and I know that financially Morgan took a big hit. I've heard from people closer to them that the store is not what it once was, but that's it finally recovering.