Absolutely WORST experience!!

Absolutely WORST experience!!
I went to this shop weekday night for ski rental for my girl. So there were only few customers (which I expect) so they were not busy at all. The guy there did not even spend few minutes to get her ski boots!! Here is what happened. He checked her foot size, brought one pair of boots, but had her wear only ONE boot and he goes, "How do you feel? Good?" He did not even have her try to put her both feet in the boots nor ask her to stand up and walk around. Poor little girl, she had to say "yes" of course. How could she tell if the boots fit and comfortable if she wear only one boot with less than 10 seconds?? She did not even have a chance to try on different sizes or different brands.
Anyway, I asked for the poles because their rental package includes a pair of poles state on their website. He said it is not recommended for beginners like her and yes, I know because I have 35+ ski experience myself, but one of the reason I went to this shop is that they include the poles, which the other shop does not. So he said he will get a pair.
When I picked up the set following day, they forgot to include the poles so I asked. Another guy there said "we don't have the poles for her size unless she wants to use longer ones like for your wife." My girl is only 4 feet and my wife is well over 5 feet... obviously, his comment irritated me. So I said, "well, I asked the guy yesterday and he said he will get it and also your website says the rental package includes the poles, too." He goes, "It's late season now (January is late season??) so we ran out of her size pole but I can check it if you really want it." Sure enough, he came back with a pair of poles for her size from the back in few minutes. It looked to me, they have it but they don't wanna try to find it? Do they really want to help the customers??
I went to this shop because this shop is "40-years family-owned" so I expect good and detailed customer service...wrong! Through the course of my experience in this shop, NONE of them, expect one female who helped me for ski socks, are passionate to help the customers or spend time till the customer feels comfortable or is satisfied. I do not know if the shop owner is educating these guys how to treat their customer "right".
I had a couple friends who needed rental almost same time, so I told them not to go this shop because of the poor service with shop guys' inappropriate attitude, and recommended to go to the major chain store. They texted me earlier that they were so happy because the guys in the chain store helped them really well to select ski sets. This is a great example how to loose potential customers with big revenue because word of mouth has really strong effect and create severe impacts to the reputation.
Before I picked this shop, I carefully researched on the web, compared the price and offers, reviews, etc., and picked this shop. Many folks rated this shop really good but I was totally wrong to pick this shop over another major chain store.
I also needed a ski rental or buy a set for myself so I went to the chain store for my ski rental next day instead of this "family-owned" shop. The guys in this chain store did not mind me spending more than half an hour trying on different sizes and brands for the boots and all guys there provided me very good service with practical suggestions. I know I have to pay little more but it's worth it because I felt like I was treated like "a customer" and I felt really comfortable selecting ski rental set.
I know I can still get a full refund for my daughter's rental ski set but I am tired of dealing with them. I will need a rental or to purchase for next year but I would never go back to Mount Everest again.
I really do not participate in "review" or make comments on stores or websites for my shopping experiences (I did only once in the past) but I was really shocked and disappointed by this shop.