An employee of a large company that you do business with fails to follow up with you, call you when you request they call, verbally denies your request without gathering all of the legitimate details, later states they can fulfill the request but ultimately loses that one aspect of your business for their company as a result.
Do you formalize your complaint in writing? If so, would you do it knowing that the employee could lose their job?
If the employee didn't lose their job, would you feel comfortable continuing to conduct business with the company? Or would you feel awkward every time you entered that location?
Would you really want to continue doing business with a company who lets their employees get away with treating the customer like that?