I had an less than successful request last week as well.
Since I was only flying home early Friday morning, I didn't have time to start asking around for new restaurant ideas for the weekend.
I called them up and asked them the following:
1) restaurant & show suggestion in Tel Aviv
2) no seafood
3) send the response to my company email address
What I received was:
1) restaurant & show suggestion in Toronto
2) seafood specialty
3) sent to my gmail account
I know that the agent to who took the call knew exactly what I asked, as he repeated certain parts back to me in the course of the conversation. The email address was spelled out very carefully.
The problem occurred in the hand-off between the rep I spoke with and the one who was given the request to handle.