My wife and I purchased the Thule Gateway Pro 3 bike rack. When we asked the salesman if we could have a quick tutorial he said they weren't allowed to do that, that we just needed to familiarize ourselves with it and that there was a You Tube video we could watch. The instructions inside the box were strictly visual, with no written instructions. Not all of us are visual learners. The You Tube video was not very instructive. When we attempted to attach the rack to the back of our SUV we found that in order to get the two lower clips in place we had to lift the hatch several inches; the clips were angled such that they would not slide in otherwise. The included straps for securing the bikes were at first a mystery- no instructions included of course. So with the aforementioned "familiarize yourselves" suggestion, we finally figured it out. We decided, after much frustration and cussing, that we would find a rack that would surely be easier to use. When I returned it to the store I actually expected, as I think most of us would, that a business would want to know why I was returning it and what they might be able to do to help us out. Nothing, not a word. Got my refund and walked out shaking my head. Not what I would call great customer service.