I would be sure and state your expectations up front and get the persons name that agrees with what you require. The manual that comes with new bikes is useless and unnecessary and it is common not to receive one. I know their policy is posted but by verbally clearing it up before the purchase you can measure the "feel" of the shop before you spend the money. Do a little research on sizing and equipment online before talking to a salesman and you can weed out the knuckleheads, like the guy you bought from originally, and purchase with knowledge. If they know you have knowledge they treat you differently and if they don't then walk away.