These things do happen ! I think the biggest issue is how 'these things' are handled.These things happen.
The 'we hope to do better next time' form letter seems to be the standard response no matter how bad the experience. It is apparent the only way to actually get an appropriate response is take it to the top. This should NEVER have to happen. There is a pretty serious failure somewhere. Whether it lies with those responding to the feedback or whoever it is they answer to, it needs to be fixed.