Bought several appliances here (about $10,000 worth over the past 6 years), and have noticed two trends: 1) aggressive up-selling of home remodeling services and 2) an increasingly discombobulated supply chain. I suspect these are issues affecting the company overall, but the inability of floor staff to help close the loop on botched deliveries for purchased appliances quickly is aggravating.
On the balance, a softer sell and giving staff more power to see what's going on across the delivery systems for the company would go a long way. Otherwise, great products and a clean store.
UPDATE: After talking with store manager Brian Hawkins (2013), he seems willing and able to accept responsibility in more "unusual" and troublesome situations. Upgrading my rating.