When I had a complaint about an article of clothing the first thing out of the clerk's mouth was "We've never had a complaint about that." Okay, so I'm the first one that has ever complained about the crease in a jacket. What about apologizing and offering to make it right? You want to defend the quality of your work when I can see that it is substandard rather than finding out what it will take to make me, the customer happy? You want to make me feel guilty for complaining? I'll drive a couple miles north and go to your competitor.