They are a big business by the standards of Canadian gunshops and outdoor sports outfitters, so they have all the pros and cons of a big business - complexity, variability in quality of staff (knowledge, attitude), the need to have one-size-fits-all policies (which of course means one-size-fits-no-one-in-particular). At the local one I have certainly noticed things are not as well managed since United Farmers of Alberta bought the chain from the original partners who built the business, because hired managers have less of a personal stake and there isn't the local autonomy and authority to respond to defects and make improvements, but that's life.
You can find a lot more threads on this site complaining about them than otherwise, but that is probably because people are more likely to complain about problems than mention when ordinary dealings went as they ought to.
If you like this site as much as most of us do, you should always give the dealers who sponsor it at least a chance to win your business.