Mixed bag with Bass Direct here.
First off I have to say Mark seems a really nice guy, knows his stuff without question & his store is second to none.
Made the trip up from Cardiff recently by appointment & can't complain about the service instore. Mark & his son were attentive & answered my questions - that's all you want. I could detect a bit of the aforementioned 'bass snobbery' but hey, you can take or leave that stuff. He let me try some basses that I've not had the opportunity to play before too, all good. Anyway I tried & purchased two Genz cabs, chucked em in the car & thought that was that. Got home & immediately discovered the horn switch was bust on my 210. Stupid me didn't check the switches in the shop - my bad in part but I would have expected there to be some QC on behalf of the retailer, particularly as it's not a huge operation. Not really the issue tho, sometimes inferior stuff just gets thru. It was the return process where things got a bit trying.
Called Mark at the first opportunity to report the fault & he got Fender UK to organise delivery back to them for a look. He told me that I'd have a repaired cab by the end of the week. It didn't arrive so I called on the Monday & Mark gave me the number for the Fender UK guy. I felt I was being passed off - it should be the retailer's responsibility to deal with stuff higher up the food chain. Long story short I was left calling Fender to find out what was going on & on the occasions I called Mark in between he seemed pretty breezy & didn't call me back to confirm progress on a few occasions. When you've just dropped a not insignificant amount of cash on a purchase only to be able to use it for 5 mins then have to wait best part of two weeks for a replacement you expect this to be appreciated & be kept in the picture. Consequently I felt like I was pestering him. Eventually Mark had a new cab sent out which is great & I'm happy now but I was just left with the feeling that Mark's strong suit isn't after-sales care, particularly after reading others' experiences on here.
So, I wouldn't wish to slag Mark off or Bass Direct, it's a great service - providing nothing goes wrong IME.