If I go into my lbs, I rarely leave without buying something, even it’s is a bottle of lube or some sealant. They offer good advice, no bullsh**t and have time to deal with browsers, I appreciate this and reward them with my custom. 5 min advice etc =£5 sale, seems fair to me. I still buy some stuff online but only if the stuff that is ridiculously cheap like pedals. They have a club scheme (with strava top trumps!) £5 per year gets you 12% off parts and clothing! that evens things up with crc/wiggle on nearly everything, particularly brands that don’t allow significant discounting (endura etc).
As for returns making buying soft goods just as easy that is boll**x in my experience. I bought some shoes from wiggle in the sale, they didn’t fit, the box they came in got wet in the post so I had to get a new box and repackage, tried to order the next size up, out of stock, waited for refund. Tried again with some other shoes from crc, same thing. Went to lbc tried some on, they fitted so I bought them, took 5 min and cost me about £10 more than online. Easily worth it for the amount of time wasting I had spent faffing with returns.
The moral is if your lbs is crap just use it for trying stuff on, if it’s good spend some money with them, it’s worth the small amount extra.
I agree with the OP, that is blatant pi55 taking.