One bad letter written about the store needs 10 good letters to get the manager out of trouble. The manager or even a clerk in trouble means that everyone gets into trouble, no matter who caused the problem.
I worked at Hancock Fabrics for 6 years. It was one of the stores that closed because it did not keep the profit margin up, and the clerks worked less and less hours, which caused the customers to be unhappy and to write letters about not getting waited on.
The number of hours the clerks work is based on sales. The manager is salary and has to work a minimum of 40 hours. Most managers work longer hours. The less sales, the less help. If your Hancock store is truly that bad less customers will come in and it will probably be one that is cited for closure.
Sometimes you get bad service. If the store gives more bad service that good maybe it should be closed.