I'm not sure if this is the place to post this opinion, but it seems logical since equipment purchase is crucial to the hobby (admin; please move as needed). Anyway, here goes; I've been a homebrewer since around 2004 or so, and I've shopped at many physical and online shops over the years. My experiences with merchants has been across a wide spectrum of satisfaction. I must say that at the top of the positive end, I have to plug an online merchant and an active member of this forum, Bobby at BrewHardware.com. I have shopped from his store for years, and even today I continue to be amazed at his level of service to customers and the brewing community at large. Both through HBT threads and emails through his webstore, Bobby has always been responsive and has taken the time to explain in detail all the questions that are posed to him. Not only that, but even the return policy of his store reflects his goodwill to the community. No gotcha policies or return window nonsense. This is a man who genuinely wants to assist the community. Not to mention the reasonable prices and constant innovation that he offers on his site. These are the reasons why I will always go to BH first when shopping for my hobby, and I will always recommend his store whenever possible. He truly provides a service to homebrewers.
Cheers!
Cheers!