He said it straight out. We have all the customers we could possibly want. He refused to update stores. He forced long lines by cutting floors to a single register, then made waits even longer with upselling. Was this deliberate the whole time as a ploy to close stores and sell real estate to his other companies?
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Pretty certain of it.
The tricky thing with Eddie is that he's a dishonest a--hole driven by personal greed with delusions of competence, and because he's always been such a secretive and non-transparent weirdo, how much of his actions to ascribe to each of these traits is impossible to assign. How much is due to evil and how much is due to pure incompetence is anyone's guess. It takes a colossal amount of both to fail this badly.