Completely lost it, why use a family business?

I have been using this company off and on for the best part of 50 years, mostly because of the depth of stock, but also because one or two of the people serving have expertise. It's never been particularly friendly, but yesterday they reached new heights of customer disservice; I went in intending to spend about £400 on a good new Trend router and some bits. Problem: the bits were behind the counter (as are much of the goods) and customers not allowed in. Not allowed, that is, except accompanied by a member of staff. Why? Health and Safety. Covid. So how is that different from us all being in the shop together? And is browsing with someone else supervising you safe, or helpful? While another customer might be needing service? Eventually, having come up with this absurd explanation, and after a big sigh, a server agreed to go and look for another item I wanted. I saw him looking (he clearly didn't know exactly where it might be or if you stocked it), and after a time I got fed up with waiting and walked. If you are not offering expertise or friendliness or helpfulness, why would we use you when there is Toolstation, Screwfix, and the other large well run but impersonal organisations? The general impression you give is that customers are an annoying interruption to your normal daily business.