The problem isn’t the customer’s expectations (within rational limits of course) the problem is all the levels of managent giving the customer satisfaction because they don’t understans, and always forget thr last part about taste.
I know, that if I go to a Walmart and start a big enough fuss, Walmart will give as little as they can (to often monetarily desperate) to get them to stop causing a scene.
I worked in electronics, and per protocol had to inspect a returned PS2. It was physically beat up, had paint splotches on it, and it would not power on, and thr serial number was missing.
I said no. Simple as that. Not paid enough to fight customers. They wanted a manager. Two hours later they walked out with fucking cash.