BassBros is run by one person with one other member of staff (not sure if they're full time). Whenever I call I would say most of the time my call is answered immediately, otherwise I probably get a call back that day. I have found this works best for me and email is far less personal.
It is less of a browsing shop than BassDirect as most stock is on not display - this is why appointments are best made telling them what you want to check out. I tend to phone them up on the day I go to BassDirect to to check someone is about, and make it a little round trip of the two.
Only positive experiences when dealing with them for me.