I've never had a bad experience at changing hands. The staff is always so pleasant and eager to help. Whenever I can't find something, they'll make sure I either walk out the door with that book or make sure I find it elsewhere. They even showed me a website that has no affiliation because I was looking for an older and more rare book. Now that's customer service! Plus having the wildflower cafe next door is a plus because it makes for a good mother/daughter lunch date :)