Who is wrong in this instance? The big brick-and-mortar businesses? Or the customers who expect some means of product knowledge and customer service?
Why would one opt to pay more, going out of their way and spending half of an afternoon traveling to the store and paying more for a product, in which the salespeople know less about the product than the customers do?
I would be more inclined to give my business to the local retailers if they hired salespeople who're more knowledgeable about the products they sell than I am, and offered some means of reputable customer service. I'd be willing to pay the difference!
But my experiences over the past few years reinforces why Amazon is stealing their business. If it's left up to me to figure out what I need with some research via the customer reviews via the internet, and I find that data more advantageous than what a salesperson at the in-store retailer could provide - what incentive is there for me to spend 20% more, with less knowledge and less feedback?
I don't wish to see our local retailers being rendered obsolete. But most of these retailers haven't made the needed adjustments to compete with the online industry.
At the end of the day - I, like most people, prefer to spend less money, especially if there's an enormous lack of customer service offered.
This comes down to retail industry standards. If they're not up to the challenges facing them versus online shopping alternatives - it's on them. Most people are willing to pay a bit more for for the customer service and the company willing to stand behind their product. It's why I go to a family-owned appliance store, why I go to the local hardware store when I need some helpful advice. Outside of that - these businesses are working around sheer numbers of customers to meet their bottom lines. It's why they're struggling.
Over the past several years, I've not personally seen an instance where the local brick-and-mortar stores are overly concerned about product knowledge and customer service, beyond those I regularly frequent. There's a reason why I'm a repeat customer there at those places. They get it.
Best Buy is the greatest example, and pretty much mirrors the attitude with why many people have stopped going to the mall and shopping outlets for big-ticket purchases. If you know more about the product than the average retail salespeople do, and can save 30-40 bucks with free shipping (and no-hassle returns), and don't have to spend half of an afternoon hoping to purchase an item - what incentive is there to continue doing business with the local retailers?
I continue to do business with the family-owned companies. But most of the chains can kiss my ass.
My time and money are more valuable than what they offer.