This is actually a pretty small, local store. I've been going there for fish for the past five years as they have an amazing fish section (most of the store is fish), and really go the extra mile to take care of and display them, especially their bettas. (You won't find them kept in tiny plastic cups at this place.) They're usually on top of marking tanks off if any signs of illness show up until they can get the situation managed. I also know the owner himself and his wife (the manager I spoke to) both own quite a few lizards and snakes themselves, which had me put a little more trust in them. When I first went in a few months ago to ask about their snakes, I got a couple of the employees to give me run down of where they got them from and what kind of handling and care they got at the store.
But yeah, the more I look at this situation, the more I agree with you. The manager of this place had said she'd do an exchange if they couldn't get this one to eat, but I'm really hoping she'll just agree to give me a refund so I can look elsewhere. Just haven't been impressed with my few experiences here concerning reptiles...