This was my personal first experience at this store. Although, my husband has gone successfully multiple times. I read the reviews and my experience today was vastly different. However, i had called ahead to ensure that I was able to purchase what I needed. I spoke with Shanon Derr, and I received excellent quality customer service. This individual took the time to carry the display cargo carrier out to my van to ensure that it fit on the rack with cross bars. We discussed work arounds if it didn't fit. He removed the new carrier from the box to also ensure that all the additional latching mechanisms were included and helped to fit it in my honda odyssey 2012. He gave me the rebate paperwork, mentioned that it would be easier to file online, but also gave me a copy receipt just in case the online process did not work easily. Again, I found this specific sales associate offer exceptional customer service. If you are going to look for accessories, i would suggest calling ahead and asking for him!