Did you communicate with Les personally and tell him about the rudeness? I have always felt that such behavior should be reported to the CEO of any company...no matter how large or small. If the boss man doesn't know about it, then he will think everything is running smoothly. I was in retail business for 12 years before I became a cop. Nothing got results quicker than a customer complaint made directly to the company president or exec. VP. Of course a letter of complaint made directly to the Chief of Police gets immediate results too.