It's totally mixed. I've heard horror stories about their service and I've heard a lot of customer praise too. Some vendors claim they have a really hard time getting paid for their product. But you have to take all this as I do, as heresay. I won't order from them as they have recast some kits. I've come into their War of the Worlds diorama and Seaview sub through second-hand sales and the quality seems good overall. Excellent service and quality products from Federation Models, Starship Modeler Store, X-O Facto, Timeslip Creations, Skyhook Models, and through individual producers keep me pretty satisfied, even though there's a couple of things on MiM's site that I would LOVE to get! But it seems a mixed bag dealing with them directly. Sorry this doesn't clarify anything, but that's the impression they make. Good luck with it! So what kit are you thinking about getting?