Businesses are supposed to collect HST when the sales come from a HST province.
Not doing so is a big risk. When CRA knocks on your door and does GST/HST audit, you will be hit big. Think about this, the business will be choking up 8-10% of the revenue related to sales to the HST province, retroactively. CRA does not care if you have not collected from your sales or not, they only care you have made sales and are not making remittance. The business wont' be able to collect the PST portion of HST not collected over the years from customers, this means they have to pay it out of its own pocket.
This is not something a business should ignore. And people should not be complaining when a business does it properly by collecting HST.