Called an online retailer with a question.
The sales person was very friendly andl he asked my name in order to look up my account.
After finding out I bought a large purchase from "the other" retailer recently, his tone was sharp and vague. He answered my question ... but upon parting ways, I all but heard his end of the phone slammed in my ear.
I understand retail outlets dont have time to answer every non-buyers questions .... but 20 minutes prior to making the call to him, I ordered almost $90.00 worth of merchandise.... and I will order more in the future. 
I notified him of the recent purchase and stated that I'd buy even more in the future from his Co. His response was "We dont survive on small purchases such as mine and hopefully I could remember that in the future".
My question to this board is:
How much $$$ must one spend before they are entitled to online support via the retailers "toll free" telephone # ?
Not trying to stir a pot .... just a newbie trying to fit in.
All insight welcome.
I am a retail jeweler in NY and face this situation quite frequently. Many clients purchase their watches and jewelry 'online' from a non brick and mortar store for one reason--price. It works out quite well for those who know what they want and have done the research and/or don't need to try it before buying it.
I have found over the last few years that clients come in to our store to look and ask about the features of the product, try it on, play with it etc and then proceed to purchase it online for possibly less money. sometimes it is only the tax that makes the price difference, sometimes it's more. If the potential client speaks honestly with me, sometimes I can lower my price to try to match it; other times I simply cannot.
invariaby, the client gets the product online and either doesn't know how to work it or it needs adjustments. (this especially happens with diamond rings). I am a brick and mortar retailer and pay rent/taxes/employees/utilities which are quite high in NYC. When i charge these clients a fee for my service, some get upset because i'm a 'factory dealer' and they feel they shouldn't have to pay. i try to explain the situation, and if they persist, i show them the door.
All mom and pop retailers are facing this issue whether its pots and pans or dishwashers or camera equipment. We are all having trouble competing withnot only online places but also the big box stores and in businesses that are technical, like cameras and jewelry; knowledgable sales staff that are trained are expensive to keep.
You did not mention whether you had spoke with sales staff before making the 'large purchase' before chossing another dealer, and if you had and used much of their time, i could imagine, (not necessarily condone) that persons quick and hurried response.
I purchased my Nauticam housing strobes etc from Reef photo because they took the time to explain as much as I could understand without actually using the equipment in a pool. Because of the time they took with me, i purchased all of my equipment through them including the inon 45 degree finder (before nauticam came out with their own). I believe in rewarding those who give their time to explain things to me even if possibly someone else may have it for less money.
My 2 cents
allan
