I called at 4 pm on Monday, 5/21/2012 to see if they had the grate, flavor bars and thermometer replacement parts I needed for my 10 yr old Weber grill, The woman who helped me made sure we were talking about the right grill and found the parts in stock there. Though I only live 15 miles away, I requested that the parts be shipped and assumed I would be up and running by the weekend with the new parts. She wanted to know, however, if I wanted them Tuesday, and because they had already had their UPS pickup for the day, she checked and could have them shipped from their supplier who was an hour behind us, so I'd have them the next day. Sure enough, Tuesday morning we had the parts by 10 AM (delivered to our business) and by that evening I was grilling again with the correct parts. In a day and age where all too often customer service is neither knowledgeable nor enthusiastic, this lady knew the product and got it to me ASAP. WOW. I sure was impressed.