I have no experience with their online or communications services, however, I thought I'd visit them a few weeks ago for the first time and I wasn't particularly impressed. Their physical shop is nice and they seem to stock the newest and coolest goodies. But that's as far as it goes really.
None of their RIF's have price tags, which I suppose is understandable given their "comparison price" ethic, but it'd still be nice to get a ballpark estimation of the price there and then rather than walking back and fourth asking for assistance.
Their staff is ultra lousy, I was asking about the price of a RIF and the guy at the till corner seemed to half-ignore me and was more keen on talking to his co-worker about some other rubbish.
They also have a tendency to completely ignore any phone rings (I counted 3), even when not pre-occupied with something else so that may explain why no one gets answers and finally they don't really seem to know what they're talking about... naturally.
Whilst I still did walk away with a VFC Glock 19 £30 off retail price, it wasn't a very interesting visit (and also since it has a connected site, when the players wander round at lunch it REEKS of the classic airsofter BO).
Hey-ho, it was only 1 visit so it could be completely different next time I may consider going but it wasn't the greatest first impression.