I can't tell anybody about their mail order service, as I am only a 30 minute drive away from the store (lucky me, hee hee!). However, I can relate my experiences from past visits to Universal. The staff are extremely friendly and helpful. Almost all the equipment that they offer for sale is connected and ready to play with. If you are wanting to buy just an old QST magazine or a new $4K rig, you will receive the same courteous help. Any questions about the differences and similarities between rigs (e.g., 2m mobiles), they will provide you with all the iformation you could possibly want to know to make an informed decision to purchase. They are not pushy. If you say "just looking", they will leave you alone to look until you are ready to purchase or leave. They do not try to push one particular brand. I have dealt with other dealers BTW (on the web and in person), but only if Universal does not carry an item. They receive all my business for major purchases. I am very pleased with Universal.