Interestingly, I've always had fairly poor service at Drummond Street - so much so that I would either buy online or go to the Soho store, which I have always found to be faster and more friendly. Somehow, the sales team at Drummond Street never really felt like they cared - I've been kept waiting for ages even when it's not been busy, and there's always an element of feeling like I'm being talked down to. I even left the store on one occasion in frustration - a shame, as I've actually spent well over about 10k with Calumet over the years. Anyway... On this occasion, I was served by a young guy (whose name, unfortunately, I didn't get). He helped me choose a Manfrotto tripod and head - taking a long time to demo it, explain its features and give lots of personal advice. It was a really welcome change to find someone friendly, not patronising, who actually took the time to help me. Given I spent over £600, it was the sort of service I appreciated.