Their internet orders are from the Ogden store, not the Boise store.
The Boise store is news to me, but I REALLY hope they employ more knowledgeable 19 year-old kids to work the counter there than they do here. They have a few knowledgeable guys that stay around, but they cyccle through a lot of guys who are big on opinions and small on knowledge. When I rent a Nighthawk to shoot, it shouldn't jam because it hasn't been cleaned.
As far as the order process, obviously I've never had to do it, but keep in mind, this isn't a giant business with a vast warehouse and an army of technicians and 'customer service' reps. They are just as vulnerable to supply and demand as the rest of us. DO call first and confirm whether or not your items are in-stock.
Their prices are good, they have what I'm looking for more often than not, and in all fairness, most people who order high-end gear already know what they want and why they want it, so they aren't asking the kids for advice anyway. Why pay professionals real money when there is an endless supply of rookies who are thrilled to work in a place that smells like cordite for $7.50 an hour?