I originally used H&R Block online to do my taxes because of the convenience. All I had to do was fill in a simple questionnaire and then fax a bunch of documents to a tax preparer who would then prepare my taxes. The concept was great, and the fees were certainly reasonable, but the tax return was incorrect. I ended up going to an H&R Block office in person and have somebody redo the return. The problem was, I had ended up paying twice: once online (they don't let you see your return until you pay) and once at the H&R Block office. So I called H&R Block online to explain the situation and they promptly refunded the online tax preparation fees. It took less than 5 minutes. Now that's what I call excellent service.