We recently lost an LHS due to customer service issues. The staff was rude and unhelpful to the point that most if us simply stopped doing business with him. Fortunately, we have two HobbyTowns in Austin, plus several other locally-owned shops, all of which have excellent service. The HobbyTown folks are more knowledgeable on cars/trucks, but not bad on aircraft. I use the one closest to me for small items. My preferred shop is in Georgetown, about 30 miles through very BAD traffic, but the prices and service are worth it. I have bought on-line, and will again, but I'll use the LHS whenever possible.