Have bought and brewed several kits from BA since I started brewing earlier in the year. Kits are pretty good and true to descriptions. Management is helpful. Can't say the ordering process is top notch though. Online ordering works about half the time and shipping is unreliable. Shipping department is very poor and operators are rude.
I recently ordered some separates including White Labs yeast, hops, malt extract and Candi syrup. However, when I did not receive the order within a week (I live in NJ), I called and was told they "forgot" about it but would ship out immediately. I told them to hold off for a week since I would be out of town over the 4th of July. They held off alright, but packed it up anyway and held the shipment in the shipping box -- and not cold storage. Box finally came to me beat up, warm as could be and shaken beyond recognition. I am sure the yeast set at room temp for a week and then was not shipped with icepacks. Can't say I will order from them again even though they are close. Northern brewer seems better.
Hate to gripe but their customer service stinks.
Brewer's Apprentice explained the situation and completely rectified the issue.