They might be busy, but that's because they have so many customers! My Juki broke the needle plate the week I was working on a weekend of THREE craft fairs, and I desperately needed to get it fixed. I had paid nice $$ for those booth fees, and had so much to finish up. Of course they said "it will be a week or so" and I almost lost it. But the owner (who was super busy with machines) said they would do what they could. AND THEY DID!!! They saved me, big time!!! I was lucky that they just happened to have the plate in stock, from a previous order that was not picked up, and their price for the plate was the same as the LOWEST internet price I had researched! I got my machine tuned up and repaired and working as good as new the next afternoon.
I can't say enough good things about them. A previous time, I'd lost the tiny tiny screw that holds my needle in place (flew across the room). I took it in to get a replacement. They actually found one that fit (they were back ordered on the actual ones) and they charged me nothing. That made me the return customer on the above paragraph, and I was not disappointed.
I don't worry about the "attitudes" of the employees and/or quilters. I make alternative stuff so quilting is foreign to me. But most are friendly & helpful -- I'd not even notice then if some were less. So what? One person's "condescending" is another person's "business like". What matters is the repair and information -- It's not a koffee klatsch I'm visiting!
And then the variety of high-quality quilting fabrics. Superb - and many at the set price (in 2013) of $6.95 a yard or less. The variety works for my alternative fashions and I'm happy.