--- stories like this are why I'm intentionally taking a bit of a side trip on our N.E. road trip this summer just to go stop by the shop and say hello.
I've only purchased one part from JRE, but he's worked with me in email a while now on different parts, combinations, etc. Even when I wasn't buying anything from the place they were willing to explain things to me and offer options.
I'm a stickler for fair pricing on both sides... but, shops like his (and there are others on this board I feel this way about) make me feel completely OK with any fees or prices that are set simply because I feel they're justified.
Just as your story shows.. There are places out there willing to just steam roll right over you and expect you to apologize to them for your inconvenience. Then, when you call them out, they act like you're the idiot. It's nice to know there are places left that are willing to treat people like people and not just some entry on a ledger. Customer Service goes a very long way in my book. Hell, it's why I'm reaching out to a shop to begin with.