Enter Ross, a member of the Facebook team for British supermarket Sainsbury's. Last week, Ross was on the receiving end of an impressively creative complaint letter from customer Leila Jayne Daly, who had the misfortune of discovering a worm in her lettuce.
It all started when Daly used Facebook to make her views heard.
A couple of days after their initial exchange, Daly received something in the post.
Splendid work, Leila and Ross.