Hi, Blake. Yeah... I've tried Hearts.... and I've been trying really hard not to comment about them here. But since you asked...
I'm just not into them, you know? They are the LHBS, so I know I should support them and I really want to.
But, to put it mildly, Hearts' "heart" just doesn't seem to be into homebrewing anymore. This is from conversations I've had with them, from their prices, from their 90's style outdated web site, and from the fact that they never have everything I need so I can just place *one* order from *one* shop (understanding this may happen with any shop).
And the same way you mentioned "service isn't the greatest", so say other people. So it's not just you and me thinking this way.
Finally, I'm actually quite far from them, so there is no such thing as a quick drive to their shop for me. By the time I drive up and back, I've spent the same amount in gasoline as I would've in shipping from anywhere else, plus I've had to deal with the hassle of I4. Yeah... I don't think so.
To be fair, they have been around for a long, long time and appear to have a very large, loyal customer base that are very happy with them. So, as the saying goes, "your mileage may vary."
If the drive sucks for you I can see why you shop online. The hassle of I4 would be enough to keep me away as well. Their selection is defiantly limited though. I find myself looking at substitutions so I don't have to shop online. When I stopped by last week to get ingredients for a SMaSH IPA, I talked to one of the employees and he said they would have a new website up in a month or two so that's a step in the right direction.
I might be switching to a new job in the Lake Mary/Sanford area and since I live in Longwood, I'll probably just order online in bulk like you to save on shipping.