Well, that's the beauty of free enterprise.
People are free to 'vote with their wallets', and if they don't like a particular retailer anymore, then there's nobody who can force them to shop their.
Personally, that store sounds to me like it's poorly run, in a variety of ways, and nobody seemed to be taking any genuine responsiblity for any of the issues.
I certainly hope this person's injuries (caused by CT negligence) are only minor.
(There have been 1 or 2 complaints where I thought the customer was asking too much, but this isn't one of them.)
Regardless of what you or I might think, CT is down one more life-long customer, and there are more sure to come, too.