Sorry to hear about that. Bad customer service is never good news.

That said, I've been there a half dozen times and have never received anything but outstanding customer service. Last time I went in, I went to the Fuji section and asked to see an X-T1. The rep had to walk all the way to the far end of the counter and into the stockroom to get one for me to check out. I felt guilty for making him walk that far since I had no intention of buying it. I told him so when he got back. He pleasantly brushed it off as business as usual.

Your experience, while certainly regrettable and inexcusable, is probably also a rarity.