While I do feel that true customer service is SEVERELY lacking (for online retailers as well as retail store locations) I don't place 100% of the blame on the clerks. They're getting paid minimum wage (which, in most places, is less than 7 bucks) an hour to put up with frantic (and often times bitchy) holiday shoppers. For instance, this weekend I witnessed one woman who was checking out with at least 25 items - she went through the 10 items or less isle. Clearly marked - BIG red sign! The clerk reminded her that he would take her this time, but in the future, if she could remember to go to through the regular line, he (and the shoppers behind her) would appreciate it. The clerk was super friendly about it, but the woman replied with, "Fuck you. You're taking my money, and I'll check out anywhere I damn well please." The clerk just smiled at her and kept ringing her through. I think he did the right thing. If he had retaliated with a rude comment - I'm sure the lady would have flown off the handle, creating a scene that was easily avoided by the calmness of his initial reaction. In his head he was probably calling her every nasty name he could think of. From someone who works in customer service, I realize that some people are just having a bad day (or week, or month... or...) and they are unhappy and they have little to no control over their lives, so they take it out on random strangers. It isn't fair, and it sucks for the person on the receiving end of the bitchiness. The holidays aren't a happy time for some. I always try to be pleasant to clerks, waiters, other shoppers etc. because you just never know. -Meg