I've dealt with HRO Atlanta for over 15 years. If I need a part today or tomorrow I drive there (I live on the south side of ATL). If I need it 3 -4 days out I'll just order on-line and I know from past experience there's an excellent chance it'll be in my car port well before I need it. If you visit the store you get a sense of how busy they are. The back room staff is tackling on-line orders, the storefront staff is handling phone orders and it CAN be difficult to get their attention, particularly at lunchtime when it seems every Ham in the country is calling in over their lunch break.
It seems like barely contained chaos, but I guess it works because I've never had a wrong order in 15 years.
When you walk in, if they know you you'll get a friendly wave as they look up from their computer screens, but they'll pretty much leave you to your own devices unless you ask for assistance. That's OK, I like that. If you do need help one of the staff will take whatever time is necessary to assist you. Doesn't matter if you are buying a $1,000 radio or a $2 part. I'm not joking. I went in one day looking for a PL-259-to-BNC straight connector to use with my BuddiPole system. One of the guys spent a full 10 minutes going through all the connectors they have in boxes and on the pegboards behind the counter looking for the right part. It became like a personal quest for him. He eventually concluded that they were out of stock. Even if they had it and I bought it they would have lost money on the sale just in the time spent looking for the item (I know that may say something about stock and inventory control, but they actually have the connector section pretty well organized).
Mark took the time to personally set me up on DSTAR as I waffled around for 30 minutes on buying an ID-51. There was no buying pressure, and Mark actually did the DSTAR registration before I made the purchase decision, then he emailed me later in the day to confirm the registration and remind me to wait a day or so to make sure my callsign gets propagated across the reflectors.
Their pricing is good on most items. You can find better pricing on some items at other retailers but overall HRO is either in-line with everyone else or a little bit cheaper. There's never really a true bargain in ham radio unless you are buying used or a manufacturer is running a sale - the retailers like HRO work on such slim margins they really don't have the wiggle room to try to undercut each other to gain a better position in a very small retail market.
I like and I support HRO. Given the volume of sales they handle each year it's inevitable there'll be some hiccups but overall they do a very good job and they'll continue to get my business.