This is a sad commentary, indeed.
Last night my wife came home from (trying) to return goods she bought the day prior at Macy's. She had to scour the salers floor to even find a living, breathing (perhaps) soul. When she finally did find someone, departments away from the merchandise she'd purchased, the clerk accepted the return.
But here comes the good part. When she finished reversing the transaction, the clerk asked my wife to PLEASE go up online and give her the best review possible (probably 5-star). Otherwise, she feared her job might be in jeopardy.
Now, does anyone wonder why Macy's will wind up in the dumpster while Nordstrom lives on? Ain't the clerk's fault. Someone in senior management learned this technique buying his or her last car. And whoever conjured this up needs to be taken out behind the barn and shot.
But probably won't matter, because there will be so many others likely to step up in his or her place, without missing a beat.