Oh yes... but I am a reasonable guy and actually gave them a decent survey. It wasn't their fault one of the monitors was defective, I have to put that on M-Audio. They were unable to get the replacement product from the manufacturer for whatever reason. I can't handle seeing an irate customer in a store berating a cashier, yelling/screaming, for something that is not their fault, so I didn't want to dog then too much even though I was not happy.
Their customer service was pretty good and it was nice of them to work with me and discount another pair of monitors that were not on sale, Fed-Ex 2 day shipping was free on both pairs. I would use them again just because of their prices. The list price of the BX8 D3 monitors is $499, so most retailers (G.C., M.F., etc.) sell them for $249 each. Zzounds had them at $89 each!
Hmm. Maybe my experience was unusual then. Here is what happened:
I bought a pair of studio monitors directly from the company. After a period of time (within the warranty period), one of the monitors stopped working properly so I needed a replacement monitor. The company sent me a replacement monitor with a prepaid packing slip with instructions to put the broken monitor in the box the replacement monitor arrived in, attach the packing slip, and put it in the mail. I thought this was a really good way of dealing with defective studio monitors. I realize the circumstances were different though.
It is true, yelling at customer service employees does not motivate them to help you more.
What I find weird is that you have 3 studio monitors now. I would have thought they would have offered you the opportunity to send both monitors back, give you credit, and then generously work with you on a different pair of studio monitors rather than leaving you with a 3rd studio monitor that you can not really use as intended. It is "water under the bridge" now and it is no individual's fault, but home recording is how Sweetwater became what they are today.