Each year we order a apple, walnut, caramel pie fo...

Each year we order a apple, walnut, caramel pie for pickup first thing Thanksgiving morning. It is a family tradition. When we opened the pie after dinner, we discovered that it was a "DIY" caramel pie because the company that usually provides their pies was closed. The replacement pie was a gelatinous, slimy mess and deemed inedible by all. When I called the next day, Wayne, the general manager, asserted that in fact he thought "the new pie was delicious, even better than the version of pie I had ordered" year after year. His behavior on the phone was defensive, unreasonable and downright rude. He wanted me to drive the 30 minutes back to the bakery to personally show him the pie remnants so that he could judge for himself whether the pie was as bad as I had described. Geez..... So much for customer service for loyal clientele.