Well, I had my first experience with Bass Direct recently, and sadly it wasn't the most positive one. I had contacted Mark the night before to check they were definitely open as I was taking a detour on a trip to N.Wales to visit them. He was very friendly and responded quickly and positively and confirmed they would indeed be open, and also let me know they had in stock what I was after - a like for like replacement for my trusty 10yr old Markbass 1x12 combo. I was also potentially in the market for another bass, and probably a mono double bass gigbag - so around £800-900 of business.
Mark wasn't there the next day, and I found the guy running the shop to be fairly disinterested. He set the amp for me after finishing some jobs he was doing in the shop, and got me a bass I wanted to try but it didn't feel welcoming or appreciative of my custom. In fact, when I asked if I could grab my original combo to A/B them, he looked irritated and said 'What for? They're the same" (when actually, there are differences). I was pretty taken aback at this - at other stores, particularly Wunjo Bass, Bass Merchant (when it was going) and Bassgear, I've felt very 'looked after' - for example; offered a coffee, pleasant chat, suggestions on other gear/basses to try - but this was a very sterile, uninviting experience.
I had been looking forward to visiting and perhaps spending an hour (and maybe hundreds more pounds) trying some gear but it was quite disagreeable so I didn't. Ultimately I did buy the amp and mono case (around £800 total) as they were as good a price as I could find and I needed them, but I wish I had got them somewhere else. Somewhere where the face of the shop was more welcoming. While I was there an older guy came in with a Wal and the guy in the shop perked up and was pretty friendly to him.
It's a shame as I've been looking at JV Squiers, and saw that they had a couple at around £800....but I don't really feel like going back. This is no reflection on Mark as my communication with him over email has always been friendly and helpful, but perhaps he could remind staff about the importance of customer care.