I like the fact that they have a customer history so I can pick up my wife's inserts. However...when I know what I want and could be in and out in 5 min or less, there is NO reason for me to have to wait for 20 minutes to be able to be helped. They need one person to break away (maybe while going to get the fourth pair of shoes for a new customer) and ring up the two people who know what they want. But they don't do that. They make you wait. If this doesn't change soon I'll just bypass support for this store and order online from another vendor.