If you're rusty and aren't exactly sure what you need, don't go here until you figure it out. Marsh is a decent store with obvious professionals, but they aren't so stellar on the retail customer service.
Reeds. I needed reeds for my saxophone. I stopped by Marsh hoping to restock. Typically, I buy several boxes at a time, a relatively expensive venture. No typical purchase this time, though.
For some reason the store was diverting customers for the retail side through the repair shop. With instruments in various stages of repair, and sheet music crowding the small aisle, navigating to the retail side is a bit confusing to a first-time customer like me. So, I waited for one of the two repair shop employees to wave me past. While I waited, I overheard one of them explaining to another customer the best repair technique to use for his trumpet and why the option the customer wanted wouldn't work. I was impressed enough with how well he explained it, that I may keep Marsh in mind for an upcoming repair.
The retail side? Totally different. Because I buy so many boxes of reeds at a time, it'd been a while. I was a bit rusty on the brands available, and I noticed they didn't carry the one I wanted. The gentleman available to help -- didn't. I could have dealt with his rote indifference in the questions he asked, except when he started to laugh. Wow. Nothing like laughing at a customer who's expecting you to be a bit more forthcoming with information. Total turnoff. I ended up buying only one box of whatever brand he mentioned just so I could get out before I lost my temper.
Admittedly, the question I led with was similar to going into a bookstore and asking for the "book with the soft cover and having a picture of some sort" on the cover. Total doofus move. But still, the condescension in his voice from then on, was unnecessary.
Customer service on the retail side: 1 star.
Because I was partly to blame for not being prepared, I'll give it 2 stars. Repair side: 4 stars. read more