There is a Costa Cafe in my local Tesco store and I frequently visit the cafe. The staff are very friendly and cheery - in fact so much so that I wrote to the head office to tell them of the excellent service I am receiving at this branch of Costa.
However, they have completely ignored my email to them and so I then phoned them after three weeks. I was then told that nothing ever gets ignored and they will be in touch.
They never did contact me.
Obviously the bigwigs that sit doing nothing in their office every day think they are so much more important than the staff who are working hard at this branch and providing a very good service at the same time. These lazy individuals in the office do not think it was worth responding to myself, a customer who has taken the trouble to write, either. They are downright rude and all the while, the work of the staff at the branch who do please their customers are not rewarded for their efficient and above the usual standard of work.
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