My latest experience here was bordering on offensive. I went into the LeRoy Yellow Goose to get drinks for my wife, son, and myself. My first impression when I walked in was that the place was about to go under; there was an entire wall of coolers that clearly did not work, and were just sparsely stocked with 2-liter sodas just to fill the gap. I bought a soda from the fountain. First, I had to get ice from the cashier because the ice machine on the fountain broke down. After I paid, I took a sip from my soda: it was warm and flat. When I mentioned this to the cashier, she tried to tell me that store policy was when you buy something, that's it, no returns, exchanges, or refunds, ever. I was not willing to accept this. She finally had me grab a 20-oz bottle of the soda I bought (I had a 32-oz cup) while she filled the whole cup to the top with ice. The 20-oz didn't even fill the cup, and she didn't even let me have the rest of what was in there. She went even further and was pointing fingers everywhere else, telling me it's (the soda company's) responsibility to fix the machine, and she never once apologized for the fact that the product was bad.
When a customer is dissatisfied with the quality of a product they purchased from your business - especially when the product is not the way it is supposed to be - you do not EVER argue with the customer about whether they should be ok with the state of the product, and you absolutely ALWAYS make the effort to fix the problem to the customer's satisfaction.
Sadly, in her effort to save her store $1.50 for her store, she has now lost 3 return customers for that store. That is terrible business.