With large retailers, you are going to inevitably encounter an experience or two with less than stellar customer service. That is the trade-off for low prices and convenience. Specialty retailers who cater to specific customers offer, by far, the best service by employees with real knowledge and a passion for what they are doing. This is the way it goes. Do you want to buy products being sold at a 5% net margin or are you willing to pay a retailer and allow them to earn a realistic 10 - 14% margin and cater to a smaller base.
Actually, I buy most of my shooting related products for 10% above wholesale (including taxes, out the door) from a local gun shop. Dicks does not touch those prices. I was in a rush on Sunday, and my favorite local gun shop wasn't open.
It Is not about price, it is about respect. Which I consider customer service. I do not expect a sales clerk to hold my checkout because a phone call. I was ready to pay a premium for product.