The service levels are generally good as is your pricing. However, of the four books I ordered recently one arrived with a tear on the cover (Tornado GR1 - The Operational History) which is annoying as I like to keep my books in mint condition. I suspect the cause of the tear is carelessness by the packer who shoves the packing paper in to the cardboard sleeve once the book is inside and doesn't think about the risk of it tearing the cover. Why did I not return the book? I suffered a torn cover on a previous order owing to the same carelessness and the replacement copy was in an even worse condition when I unpacked it. Eventually a clean copy arrived. Quite simply I could not be bothered with the hassle of returning the book this time but it annoys me every time I look at it. If you want to avoid upsetting customers and encourage repeat business then please sort out the quality of your packing.