they are in my local town.
honestly, i don't use them as much as another shop in the next town but they've never done me wrong AND the guy i use as my first call is pretty good mates with them and sends work to them and vice-versa.
from what i understand, the problem they have with their online reputation stems from a couple of things. they sell a hell of a lot of stuff. high volume going out will = a higher number of unhappy users regardless of how low the % of bad transactions is. i do know that someone screamed and shouted about bad service with them over a pair of custom built wheels after they tried to return them and were told to sod off as custom bits are exempt from normal distance selling regs, why should they foot the bill for (now) second hand rims, hubs, spokes etc. and loose the time spent building them because the buyer changed his mind!
I've had some bits and bobs from them over the years - a couple of ebay bargains and bits over the counter, they also helped me out with daft things like an odd front mech shim & headset topcap for a couple of quid each time as i knew what i needed and they were happy to raid their spares box for me. I also had them fit & setup a rear mech & bleed a disc a couple of years back while i was away. I came back and the work was spot on - I'd happily send stuff to them in the future to be worked on.
as for the frames, i know they have a very good reputation for the road stuff, some of the mid 90's mtb frames were really nice to ride too. a mate of mine had a dhr dragon with full lx and it was very nimble & quick. the modern stuff looks pretty nice too - if i ever get the itch for a modern bike i will probably build something off a frame of theirs.
as a cheeky pitch - i've got a spare DHR branded bar & stem if you wanted matching ones!!!