I presume that our Australian experience mirrors what has happened in the US (they are probably the same companies after all)... but it seems that resources have been moved from Quality Control to Instant Replacement for Manufactures and from Customer Service to Instant Return for Retail Outlets.
Of course purchasing something "sight unseen" online is prone to produce issues with "not meeting my expectation"... but the problem in the shops is that
if there is someone to help you they are generally young and/or not at all knowledgeable. Their sole purpose is to aid you to getting your purchases to the checkout, not help you to make the
right purchase.
I'd assume that the Retail Outlets and the Manufactures have decided that it is more viable to operate this way, that it puts the ball into the court of the consumer to return their product if they are not happy. It's obviously better to take the money up front and take the risk on them returning it if they are not happy (not everyone will).

Was that a rant? Came on a bit sudden to warn you, sorry...