Thank you for reaffirming my suspicion that talking to the manager (and inviting confrontation) would have been a complete waste of my time.
No, you are deliberately being obtuse. The impression I got from taking it up the food chain is that no one else had bothered to do so and follow up long before I did. Doing things in a proper sequence gets results sooner rather than later. Obviously you are more interested in bellyaching on the Internet than actually making a company do a better job. Attitudes like yours are why customer service in general sucks so bad: People don't tell companies they suck to their faces. -- "Dance like the photo isn't being tagged; love like you've never been unfriended; and tweet like nobody is following."