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@bikepusher
In my experience of three or four of their London stores, I've found in general that the shop floor (retail) staff know jack shit about anything bike-related, and it surprises me not one bit that one of them proved incapable of changing a tube.
However, I have nothing but praise for the mechanic (Stewart) in their Chalk Farm store. I stopped in their on my way to work with my freshly built up road bike and he sorted the headset (needed an extra spacer), torqued up my BB, did a quick check & tune of the gears, and gave me a handful of free cable ends. Charge: £0.00 (and that's not the first time he's done sterling work for free - beers on their way to him soon). An all round punk-rock dude.