Of course its arrogant, I think the problem is OP assumed the store would "act normal" on the busiest day of the
year, but instead FS employees are more like "not sure if serious, its tax free and you dont know what you want? git!" etc. Their mindset was triaging customers to pump them in and out the door not full on customer
service, etc. Is it acceptable? no... but I know why it happened. Most of FS customer base are mega skinflints (half their customers will drive like 70 miles just to screw their LGS out of $25 on a new gun price, lmao) and most of them will put up with bologna sandwiches if they get the skinflint price on something. If one wants the towel attendant/grey poupon service, its best not to go in when the place is mobbed. Someone is not going to get the level of attention desired during those times. If it was me I would have popped an email off to carl like "this employee told me this... Wtf?" and chances are Carl would have rectified the issue in some way.
-Mike