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@MaxC
I've found that it depends on who you're dealing with in BLB and when. I've had days when I go in there and everyone I come into contact with is a complete boring tosser, but I've also had days where whoever I've spoken to has been really helpful.
£35 for breaking a chain? I went in there to buy a new rear cog & fit a bigger chainring, I brought my own chainring, 15mm spanner, allen keys and spare links in hope of using their chainlink tool to sort it all out myself.. "wasn't allowed" to borrow the chainlink tool but the guy I spoke to offered to do it all for me and only charged me the £16 for the cog.
Bit of a lengthy reply but thats my most recent experience in there, and it was surprisingly good!