I have been a very happy Big Y Fly customer for year--all on-line. But last week was in Hood River and I ran over to pick up the Sage ESN reel in person. First time in the shop in person. Great service! Greeted by Victor Rodriquez, so a nice warm welcome. Victor then proceeded to get the ESN reel, and after I said I read a couple of on-line reviews where there had been some poor tolerances in the spool machining, Victor did a through examination of the reel and showed me it was in perfect shape. He then carefully put on the backing I requested and transferred my existing euro line and micro leader to the new very nice reel. And while I have no idea how he pulled it off, it was the exact amount of backing such that the backing, line, leader and tippet all topped out on the reel as the perfect level. He then helped me pick out the right sinking line for my other reel, after explaining how I was going to be doing more lake fishing in addition to my Euro nymph fishing. Ditto on that reel for loading it to the perfect level with backing and new line. AND he then set me up with everything needed to tie up a variety of Wooly Buggers, after explaining I was new to tying and needed guidance. Bottom line, while you may be like me and have been perfectly happy with the on-line service, if you get a chance to drop by in person to the Hood River store, do it--it will be worth it. Seeing all the great stuff they carry in person is even better than the on-line shopping experience. Back story on the reel. I just retired and had a hint I'd be getting a nice gift from co-workers. I made a point of hinting that a certificate to Big Y Fly would be nice. When I did get a very generous gift, I made a point of splurging on the Sage ESN reel and made sure to get it at Big Y Fly. Best decision ever, as the service and care I got at Big Y Fly put me at ease in pulling the trigger on such a high end purchase.