I have not been to this "third" floor of snooty people so I cant comment on that but my recent experience with this store has been very good. I needed to borrow a speedlight for an event and I filled out the order form online and within a day as promised they called me to confirm my order (it was very last minute on my part so pleased with that). Only part I found odd was giving my credit card # over the phone to confirm my rental. Personally I think that could have been done over the form... which I feel more secure about since I don't rly want my number being read by an employee or give it over the phone.
I returned it the day after and I forgot a part at work but they were very nice about it and said I could come back the next day to return it (they'd just have to hold onto my deposit till I do).
Haven't bought anything from the store part so can't comment on that but great rental place!