I disagree with that, especially large national Retail stores, the frontline staff have been brilliant in the few I have visited, it's the senior managements decisions & lack of leadership that is of concern, my personal bugbear is Tesco's they have been incompetent in getting their home delivery/click & collect fit for purpose. I have always been a customer of Tesco in favour of Asda & Morrison's, yet I can get a delivery or C&C from both inside 10 days, Tesco nothing before the 25th May at a store 20 miles away & for which they want to charge me.
The senior management are only staff, doing their best I am sure.