I found the in-store experience to be unpleasant in that the service department is separate from the sales department. I bought a 5th wheel there, and the salesman had to coordinate with the service department, and got 3 out of 5 things wrong (which seems to be a common issue with the service department, according to other posts). For five minutes I stood and watched the salesman and the service manager point fingers at each other as to who was at fault for problems. I finally said "look, I don't care who's at fault, just fix it". They were shocked, and looked like they had a history of disdain for each other.
Similarly, I suspect the billing department for online sales is somehow separate from the fulfillment department. The website takes the order, processes the credit card, reserving the monies, then the fulfillment people actually charge for the product when it ships.
