In my experience, those that are going to shop online for best price no matter what will only buy at the LQS if they cannot get it anywhere else. Had I been the recipient of this person's customer service, I'd have returned anything already purchased, put down anything I was considering for purchase and quietly explained to the shrew why she's lost my business and that of anyone who asks my opinion of her shop. Service has to be the differentiator as price is not likely to be. I will happily spend much more at my LQS because I'm treated quite well there and enjoy the experience and value the experience and opinions of the staff.