This only happened either because of the poor management the company chooses to keep with piss poor follow up methods. Or, they lied to her as I’ve seen many managers do to customers over the years. It may also be due to extremely high turnover where the manager who made the promise/agreement to help her was fired or quit; When the new manager comes in no one remembers anything about assisting the customer. A lost and lousy group of employees (most of them).
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