I find it the same everywhere in this country. The few times when the customer service has actually been good have been the exception. I end up giving things away because I can not return them for a refund. If the store has nothing else I want, then I don't want the exchange. Case in point---bought a WII game for my child in Landmark mall. On his birthday he opened it, put it in the console and found it incompatible with our system we bought in the states. No Refund and the exchange won't help me since they only have PAL stuff in the store. So I am out the money.