Since it appears the response from Soundworks is directed at me, I'll give my side of things.
I have no doubt that audio retailers fight a constant battle with internet dealers who undercut prices, and people who buy from these dealers probably haunt your store checking out gear. However, that doesn't justify an elitist attitude to everyone who walks into your store...that is the very attitude that has turned so many people off to high end audio. A bricks and mortar store ought to offer more than the internet - knowledgable sales people and a wide selection of gear, for starters. But IMHO, the opportunity for home trial is something I expect if I'm going to plunk down a bunch of my hard-earned $$. Here's why: the percieved performance of audio equipment varies greatly depending on associated components and the room it's played in. Even if the dealership can replicate the components you have at home (unlikely), the room is still a huge variable. It's tough to know if an upgrade is worth the investment until you hear it at home.
When I visited your store, the salesmen certainly didn't say that home trial was a right reserved for "established customers". Exactly how much coin does someone have to drop at your store to earn that title? I was told flat out "no, we don't do that". The store credit was of no use in this circumstance. I was considering a $2500 processor, and the only alternatives were over twice as much money....more than I was prepared to spend at the time. And no, I wasn't some kid in jeans and a dirty T-shirt...I came from work at the Pentagon and was wearing my uniform as a United States Air Force officer.
You might take a poll of your customers..I'll bet most of them won't care about paying retail for an "open box" item that's in mint shape and comes with full dealer warranty, in return for the priviledge of a home audition. Other dealers who've been in business for many years manage to do it.
