Getting off topic here, too. I've worked in retail for 28 years and it's a very tough gig. It's almost impossible to keep good help because they're smart enough to get a better job that pays better somewhere else. And, yes, we often get in demanding customers with a chip on their shoulder who know that you can't fight back with out getting in trouble or fired so they lay it on thick. Now, as to Giant Racer's experience, he had every right to be angry if the LBS couldn't fix a simple flat correctly. It's THE basic repair and they should be experts and fast at it. They were also correct to give him a refund and he should have gotten an apology from the owner.