Visited the Cinnabon in the main atrium at the Charlotte airport today. Had the worst cinnamon roll ever. Split it with my wife. We each took a single bite and simultaneously said that it was awful. It was rubbery, cold, and flavorless. So I took the roll up to the cashier, explained that the concern. I also assured her that I knew she wasn't personally responsible for the poor quality, but that I wanted a refund. She called the supervisor over, who approved the refund and the cashier returned my money.
Neither of them ever said a word of either care or apology. I stood there and they finally noticed that I hadn't left. I asked them if they cared about the poor quality of their product or the satisfaction of their customer. They replied that there was nothing they could do because they had to keep the cinnamon rolls out for as long as they were told to. Finally, I received a disingenuous apology.