UK stores reap what they sow...
Shops in the UK for years (if not decades now) have had a constant history of unhelpful or unknowledgeable staff, who care little beyond what level of insurance or 'extended warranty' they can sell you.
Now the UK retail sector is reaping what it sowed. People don't want to go to a store and have some snot who thinks he knows it all, because he followed the detailed instructions at home on how to install someone else's custom-built ROM on his Android phone, trying to condescendingly tell them what little they know about the products....or even worse are the over-suited slicksters (mostly from the Asian continent, if truth be told) who are all cocky and think they're so amazing that no-one could possibly argue with them.
Poor customer service, high prices, and shitty attitudes have made it easier and easier for people to just go online and buy the products for a cheaper price and even pay the exhorbitant delivery fees - just so they don't have to go to the effort of making their way down to a shop just to be talked-down-to.
This is a general statement, not just about BB.