There's a lot of authoritarian corporate protocol given precedence over customer service. A simple request is treated as a big hassle. I asked if I could get some hot water and the clerk said she would have to check with the manager. The manager said he couldn't provide hot water without charging money for a cup. I told him I didn't need a cup, that I had one and wanted to have it filled, but they still wouldn't fill it. My experience has been that with corporate America's authoritarian extremism, asking for the smallest things are excruciatingly difficult. Although it can be acknowledged that the regimentation of the corporate workplace is extreme and oppressive, the smiles and scripted friendliness contrived, there is still the expectation of genuine quality customer service. And it wasn't the customers that were being demanding, after all, it was a business slogan "the customer is always right".
I tried to use a Yelp coupon and Gabriel Valencia treated me like a criminal saying that nothing could possibly exist without him knowing about it. He refused to investigate and would not take my name. What does it say about a restaurant that fails to honor its offers and treats a loyal customer so badly.