My only experience with them was, I asked about a tube recommendation (figuring Kevin was a tube guru) for a specific power amp they sold. The rep refused, said it was against their policy. I get that tubes can be a personal preference, but isn’t everything in audio? That was rather disappointing after watching so many of Kevin’s tube videos and hearing all of his superlatives of each of his tubes.
Upscale Audio is up front with customers
I have not bought from Upscale before but have enjoyed their videos. The approach Kevin Deal is taking with his customers is really up front and honest. A good model for how to communicate in audio, and in general.
https://www.youtube.com/watch?v=wV0oswlwx2M&ab_channel=UpscaleAudioHighFidelity