For a big box store, their customer service is excellent, I've been shopping here for all my needs for three years. I've only had a couple of bad service experiences, the vast majority of the time the service is on par with what I'd get at a small, neighbourhood hardware store. There's a customer service desk in the centre of the store when you can't find help and returns are hassle free. Lots of eco options too.
They do not have the selection that Home Depot has but it's easier to navigate since it's smaller. Besides, I'm not a contractor and their selection is good enough. Throw in air miles, the fact that they're Canadian and the prices are comparable to Home Depot and Lowes, I won't shop anywhere else.