A key word you mentioned above is "she's not the owner". Is the owner also in the shop? If so, I would go and take your husband on a Thursday when she is suppose to be working. If possible and the owner is actually working in the business, try to make sure they both are there on the Thursday you plan to go. Don't go around lunch time either so you won't be told they are a lunch. And don't call ahead either!
I would as mentioned above, write down the sequence of events leading up to this and bring any paperwork given to you by the LQS. You can refer to this as you talk to them (w/o actually reading them verbatim). Having notes/documents in hand gives you a little more power as to the issue you're discussing.
Good Luck!