I remember never being able to even e-mail them for work purposes, which gave some bad signs already.
In a way it's a pity the one at Canal Walk closed, because they had many things that a tweaker would want to actually purchase from a shop, things like fans, lights, and other kit. While it's great to have our online stores, sometimes being able to buy it then and there is a nicer feeling.
I do agree about their prices being high though, I was looking in old NAG's, and found some adverts. It seemed rather inflated compared to other adverts.
Also, I think something that hurt the Canal branch was the whole 6000 man LAN tournament they went on about that turned out to be a major flop. That caused some serious negeative PR IIRC.
Maybe they should not have expanded so quick, or should have stayed in games only. Also, if they were pirating the OS, Microsoft would be after them pretty quickly.