I like Ted's and still shop there, and I have one comment for ya'll work there who are reading this.

I think I can tap into what people are trying to say here.

One day one might come and buy $3.00 worth of swivels and a single pack of hooks. The next week or month one may come in and buy a $75- $100 rod. The next time one visits they might buy a $300.00 rod and alot of gear to go with it. I think some people are saying they don't feel like they get treated the same from your staff each time they visit, there is no consistency in service quality. Or maybe the quality of service is Dependant on what the customer is looking at buying?
We all know you guys know a ton about fishing, fishing gear, etc. The collective knowledge of the Ted's employees is immense. Your customer base looks up to you guys for the latest and greatest info about the products you carry.
I think some of what people are complaining about here is that they feel like you guys can, without knowing it, make some customers feel like they are stupid or inferior, and not worth your time to help if they are buying an inferior product, or some small change items.

Treat a customer the same if they are buying something that isn't "the best rod" or "the best reel" for that specific application.

I am not personally complaining about the services I have received, but I'm basing these comments from some accounts of a family member I referred there (my mother) and a couple buddies.