My many experiences with various RnR stores over the past 20 years have been extremely positive, and I'm a PITA, albeit a friendly one. Occasionally an employee had a bad day; who doesn't?
I live down the street from R&R MV. I always hear mixed reviews from others regarding the service offerings and sales people. It would be nice if Matt fixes the logistical issues with the service department. It's next to impossible to get an appointment for service called 5 times in over a month period and wasn't able to book an appointment went in twice with no luck. Guess they are too busy working on the free lifetime tuneups. I do about 90% of the service on my bikes myself but there are some tuneups that I prefer the shop to do. Overall I like the shop just not for service.