I have to agree with the "office doesn't care" statement. I had a horrible experience (actually 2!) at my local Hancock's, and even though I sent e-mail after e-mail to the corporate office, NO ONE bothered to even acknowledge that the e-mails were received. They have HORRIBLE customer service at many of their stores, and they don't do a thing about it.
We hardly shop there any more. None of us, and I have several quilters close friends included in that "us".