From a friend in London comes this story about Ocado, an online grocery business (home delivery) who made some poor choices for a particular customer. In essence, when the groceries were delivered (later than promised), the loaf of bread had an expiration date of the following day. When probed about it, the Ocado customer service representative was anything but apologetic. Worth a read.
Reminds me of my own issues with the Grand Hyatt New York last summer.