As usual being deep in denial: "EVERYBODY LOVES THE GOODIES!" (quote from the SK marketing and loyalty team meeting, or at least what I image could be a quote there...)

I guess this is one of the failures of a lot of modern companies. They do some idiotic thing, the customers complain about but instead of doing something to please the customers they tell them they just don't understand and in fact they should be happy with what is offered since it is just fantastic....

Sad thing is, it works for Apple and a few others - so all the others do it as well.

My last company lives the same hybris and while I see it dying by end of the year (which is why I left), the top level management still says all the customers are just stupid not to see how great they are. In the end the frustrated customer walks away... and the management can again blame the customer for not being loyal and to not understand the concept while blaming the competition for being too cheap or whatever.