they are indeed horrible.
first of all, let me say that i am continuing to use them right now b/c the quality wasn't that awful (although it's not as good as some other products or samples i've gotten from other places like psprint.com)...AND they are the ONLY people who will print short run offset color for affordable prices. i have looked everywhere and cannot find people who will do "catalogs" or "booklets" for less than 400-500.
HERE'S THE DEAL...
(1) they are NEVER on time.
(2) it may seem like they might have commitment to quality or customer service, but if you really check their website, THEY REALLY DON'T CLAIM TO CARE if you're satisfied with their service or not.
(3) at first, it looks like they'll be good at communication b/c you get an automated email, BUT THEY ARE AWFUL. phone, email, whatever, they really don't care about their customers at all.
in short, they're an awful company.
check out their bbb report...