My wife and I Have bought 7 motorcycles in total from these guys over the years and every time the customer service has been excellent, always friendly and always helpful. The service and clothing departments also incredibly knowledgeable and helpful. Just taken delivery of a new Scrambler 1200 XE from them, faultless service and highly recommended.
You have to 'speak as you find' and I wouldn't try to gainsay your personal experience, but .... they must have changed - a lot! I wouldn't set foot in the place. I do, sincerely, hope that they are - and stay - as good as you find them.
This seems to be typical of all dealers. One person has an impeccable experience the next has a really bad one. It must be down to day of the week, personalities. So take as you find!