It seems as though they think they don't need to be nice because they have some of the best baby products around. I am turned off by staff and always try to buy baby products else where. It's sad because it is an awesome store. I left a message awhile back about the poor customer service I received, left my phone number and no return call. The $60 Kolcraft stroller I had just bought, fell apart and they wouldn't return it. I explained that my family had just bought 2 rockers from them, car seat, etc. and that with that return policy (still not sure what it is), we can't shop their anymore. No return phone call. Guess they didn't care about losing a customer!