This post got me thinkin'.
Where I live, there are three places where games can be purchased:
1) Walmart
2) Best Buy
3) GameStop
Though this is a small, poor town, there are nevertheless seven GameStops here. They look like pawn shops, they're run like pawn shops, and frankly, I'd expect better customer service in a pawn shop. So I've long since passed the point where I decide that I've had enough of their bullshit.
I've been buying my games from Amazon for years now, and they just keep making me happier about that decision. Amazon's prices are usually lower, shipping is free, there is no tax, I get 10% off with my ECA membership, and there are frequent incentives with new game purchases. For example, my total price for Brutal Legend after ECA discount and Amazon's regular price was $45, and on top of that, Amazon gave me a $10 credit towards the purchase of any other game.
But when I read this post, it made me wonder whether or not I would still be buying from Amazon if there were actually a retailer here that gave a shit. If there were a place to shop that treated its customers and its products with respect, a place like this independent retailer you've described, then I'd probably shop there exclusively-- just to support that. And that's with full knowledge that I could be saving a sizable chunk of cash by continuing to buy all my games from Amazon.
As it is, the idea of a game retailer that actually gives a shit seems like a foreign concept. The closest we've come was a local store called Rhino Video Games, which was only a step above GameStop-- even so, I bought all my games there, just because it wasn't GameStop. Then GameStop bought them, and shut down all their stores.