Are internet sales taking business or not?

I got into a heated discussion with my friend the other day about internet high-end audio sales. He felt that the internet was stealing business from retailers. I argued that retailers are losing business because they offer such poor customer service. By driving hungry customers away, retailers create a market opportunity that internet companies seize. In a 12 year period, my visits to 9 high-end salons in 5 states yielded only 50% satisfaction. 25% of the time the sales was sub-standard (meaning I might buy, but with much reluctance), and the other 25% was incredibly poor (I wouldn't buy, period!) Any comments?