To me the substance of a brand is really put to the test when an issue arises. I had a product issue some months after a purchase at the store (no fault of Richer Sounds, just an issue with the headphones I got). Richer Sounds did a quick test on the issue which was very quick and painless. I was then offered exchange or credit there and then in store. This whole thing was so easy (probably helped that I kept all the original packaging to box it back in). I have now just purchased instore using their price match offer which again was well explained and properly verified fairly. They even apologised for the process taking a few days to get back to me despite it being the Christmas and New Year Holiday period when I expected to take over a week anyway given I imagine a lot of empty seats at their HO during this time. Again super painless, easy to do and they keep their promise and apply it very fairly. Over and above this, the staff really know their products and are honest about comparisons, whether you need to upgrade yet or wait a little longer for something new that will make a real difference to you. You are really treated like their choice of customer for life, not just for the one product and a quick sale. I will only be buying my home entertainment needs from Richer Sounds going forward. I don't really write reviews but I am thoroughly impressed with every layer of service I have been given, from technical questions, transaction and order fulfillment to returns issues and credit/exchanges. Wow, you guys really nailed every aspect of customer service! I shopped at the store near Liverpool Street Station.