Service is (with all due respect) abysmal!
I'm very sorry to have to say this, but service is just really bad (and to some extent dangerous).
My experience:
1) Far too much waiting time, staff does not seem to be organized at all.
2) Missing simple tools:
Apparently there was an issue with the back-wheel that needed the tool to remove the cassette, that was however not available. Luckily they have been able to simply swap the wheel from a presentation bike (that apparently had a few scratches, but that is more or less fine for me).
When I was in the store and like to get the left crank changed (have a left crank with a pomermeter). But who might have guessed that, they don't have a simple tool to remove the plastic cap of the left crank.
On a serious note, which bike seller does not have the right cassette remover available? I even have these tools personally (in Europe, and now as well here in HK). All these tools you can get in a standard simple bike toolbox for