On arrival, our first experience was very poor. The girls at the front desk were quite rude and as a result my friend ended up in tears. I spoke with Julie-anne to let her know of our experience. We'd pre-booked our gear online (four families within our group). The girl that served my friend was so rude, that she decided not to give Leisa a free coffee card when the rest of us received one for booking online. I wasn't aware of this when speaking with JA so didn't pass on this info. On arrival into the store, there wasn't clear direction as to where to go. Perhaps a sign that hangs from the ceiling to "check in here" over the centre counter. There's online check in on the left, a centre desk, staff to the left and right with boarding and skiing fitting. People everywhere and it was overwhelming not knowing which desk to go to first. Keep in mind that most people have travelled a long way to get to Hakuba, are tired from travel. First timers are already zapped so clear direction and support on walking in the store would aid first impressions and alleviate confusion and overwhelm especially when the store is maxed with people. We booked and paid for our gear online, filled in all the details; weight, height, foot length to arrive and it appeared that non of this detail was accessed or used. It felt like a waste of time to provide when we were sized up on arrival. You guys had also run out of boots for my son (a school group had visited the day prior). Thankfully they found a pair, but it took some time and they really didn't appear confident they could supply boots for a short period of time. Again, annoying in that we had paid and provided details. We greatly appreciated the delivery and pick up of gear, also the refunding of gear returned early.