Nige,
I agree with your observations, except for regulating the industry - i'm dead against regulating almost anything.
But to go to a trade counter and be,in effect, insulted by insolent, inefficient, ignorant half-wits is a common experience - and that after waiting in a computer-glitched line, after having been lied to on the phone, prior to the journey.
I've actually seen women, minorities and nervous householders be the butt of the counter crew's flippancies.
We had some Asians take on a builders supply near me, and at first they were terrific at customer service - accurate,attentive and helpful. Now, they are just like the rest with a take it or leave it, whatever attitude.