Shopmom, I agree that it is not your responsibility to make an SA feel comfortable if he/she was providing you with sub-par service at any point. I have asked for better service at points and it has been delivered. However, I think that the manager should really be responsible for sorting this out for you, considering that they are her/his employees and it is their performance, or lack thereof, that is causing you the distress. The manager could field your comments over customer service and then let your new SA know that from now on you would be their client, period.....there would be no awkwardness, or at least it would be minimal. This is just a suggestion, of course.