Sorry to hear about your bad experience with the Train Shop in Santa Clara, CA. The original owner, Vern Cole, was a long-time San Jose fire captain and I knew him pretty well as I was with a another nearby fire department at the time. It was for many years a really great store and may still be. The store was always a hang-out for local RR buffs and modelers. Vern had a fine collection of HO brass at his home.

Since I moved north a dozen years ago I don't get down there often, but have had no problems purchasing various items from the store by phone, including recently. They don't advertise phone ordering but are certainly willing to do so, and their prices are typically nicely discounted from MSRP.