Helen...I've read some of your replies and I must say I'm impressed, it begs the question "who is this Wonder Woman?"
Adorama is lucky to have you.
I can tell you exactly who I am........
30 years ago, when you had a problem with a company eg with a product, policy or member of the CS staff team, you would sit yourself down and write a letter of complaint.
You could expect a nice written response within 28 days. If you weren't happy with the response, you'd probably find within that letter the details of a senior manager or another department you could write to to set out your grievance; you'd fire off another letter, and hopefully, receive a satisfactory answer - maybe compensation of some kind - 28 days later.
A decent company with a well-structured management team would employ someone able to take on board your complaint; assess where the problem lay, ensure you were compensated and completely satisfied. He or she would then make recommendations for organizational (or personnel) change, training, or whatever might be needed to ensure that didn't happen again. And that
is who I am! Except that I try and turn around complaints within 24 hours....... though it can take longer of I need to listen to recordings of 'phone calls, read through lots of notes etc.
Making changes and improvements is going to be harder if problems don't get reported any further than the person who caused them, or on photography forums.