Chris,
You have your facts wrong. I did "step foot" in your store. Actually, I've been in there a few times. I bought a gift certificate at Christmas time. So, I did interact with your staff at that time. The guy selling me the certificate had a hard time figuring out how to do it. Maybe he needs a bit more training.
You can say what you want about the ordeal with Jake. He asked for help from you guys. You were more interested in selling more to him and taking his money than making a life long loyal customer. Your prices are more than other places in town. Also, it's very hard to get your staff to help when problems arise. Mesa customers need to know that. You could of had a customer for life and many more. Good reviews travel fast and far but bad reviews travel faster and further.