I've been reading this thread with interest and its blatantly obvious that not many people like this store, i have only ever been to london once and even then i never left the train station so i cant comment personally on their customer service but if i ever did go then i very much doubt i would even entertain the shop and all because of word of mouth from this site.
At the other end of the spectrum, i recently bought a MIM Precision from Reidys Music in Blackburn, i went to the store personally which is about 30 miles away from me, i recieved a phone call from the shop while i was on the train to ask me if i needed directions to the shop, not many shops would do that, when i arrived at the shop the bass i had bought online was ready for me to try out, now im pretty new to bass playing so im no john entwhistle but i had a scream trying out the bass through a few amps and the girl (cant remember her name) said to take as long as i liked.
There was also a fella in buying a tanglewood acoustic guitar and he sounded a pretty decent player but asked the fella behind the counter could he restring it for him as he couldnt do it, we had a goodl augh with the fella about that and the atmosphere was (pardon the pun) electric.
All in all i would certainly buy from them again and im in the market for a new high end bass in the next few weeks sao guess which shop i will be going to.