Thesis: email feedback (i.e. customer complaints) work much better with bricks and mortar stores than with online stores. Developing.
(edit) Followup: Had a bad experience at a restuaruant on Sunday. I emailed the store manager and the general feedback dept to tell them my story. I got two emails the next day apologizing and a phone call today from the district manager. The original problem had to do with them basically not caring about a comlpaint I had in the restaurant, but they seem to have made up for it pretty well.