Definetly find another bike shop. We have two local bike shops. So many people complain about one while the other is completely user friendly.
I just picked up my LHT today. Love it so far. Got the rear Surly rack and hauled some stuff about 10 miles. Got the LHT to ride a century in May, my other most used bike is a Big Dummy, so I'm a Surly Fan. Read so much about the LHT being comfortable and stable which is more important to me than speed but compared to the Dummy this bike is fast,