I am very happy that we have this place in Vegas. No BS, you can walk in, find what you need, and be out within 5 minutes. Funny thing, when I got into lifting I was told about this place and had never been to a competitor. This was my baseline for supplement shops and didn't realize until later that some shops try to push product and sell you a dream of becoming Arnold in a couple of weeks. None of that BS here.
If you don't know what you are looking for it may take longer. The staff are friendly but limit there answers to the questions you ask. I would rather they are less helpful and don't presume to know what I need than if they talk too much and try and up sell or push product on me. It does help to go in with an idea of what you need and having done some homework.
So yeah, I can understand why people may say customer service isn't that great, but I like that the place is quick with cheap prices and no BS. They are there to sell product, not be personal trainers.