Dennis,
I agree with you. If you are a LBS you need to service your patrons well. That means having courteous, knowledgeable and competent staff. I do not have any problems with the original poster's actions after the way he was treated. But many times I see people use the LBS for window shopping and run home to buy the same product in the store on Amazon or other giant company to save a few dollars. Then they post lamenting the lack of LBS's in their communities.