I work in a bike shop. We help everyone we can. The only thing we won't do is fit parts that they bought online for free, when we would if they bought it from us.

If they worked on your bike for free, only complain about the attitude.

If they didn't lend you the tools, it could be because there is always a case when borrowed tools get broken. And man, good tools cost. a lot. We have a box with old tools that are loaners. Any simple stuff requiring non-specialist tools we will usually do for free. If it has to be taken in to the workshop, it is using time that could otherwise be spent fixing a bike or building a bike, so we charge.

An LBS is a business. Don't expect charity. But attitudes on employees suck. We try to be nice.