It is true that some items they sell are "unusually" high-priced, but compared to many other outlets, they're not that bad. One thing about their business model I really like, is the finance options they offer - six months interest-free in most cases. Unbeatable, if like me, you're on a
very limited budget, but have a taste for expensive kit.
I must be really lucky where the staff are concerned - those in the Buchanan Galleries store in Glasgow (my nearest) seem very knowledgeable indeed, and any time I've asked someone a question that was out of their reach, I've been handed over to someone who did know. I guess this sort of thing will vary wildly from store to store.