I am astonished at how long it took to manage a simple exchange. The staff were fine but it shouldn't take thirty minutes, when there is no one else in the store, to swap an item, even if that item is on order. This place needs to seriously rethink its return protocols - this multi-page order/refund form they are filling out is completely excessive. I don't have the time to shop here again.
Furthermore, be warned that they don't refund your $$, even if you come back to exchange for a slightly different version of the same product (they wouldn't credit me the $20 dollar difference but gave me store credit). Also you have to return within SEVEN days, or you're out of luck. Not a store interested in customer service or repeat business.
Note: this experience is only with respect to their retail business, I don't know one way or the other about their service business.