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@Dammit
Personally I agree with the OP's stance- something was wrong, he had to fight/insist to get it rectified. This is not a case of "I think shop/company/etc X is rubbish, join me my Internet Brethren in cursing them", it's a case of them reporting an experience which is pertinant to the posters/readers here.
Will Bob Jackson suffer for it? I very much doubt it.
But anyone who has the same experience now knows that by sticking to their guns BJ will rectify a similar situation.
If BJ had done this at once then great- instant marketing win.
That they did not and it has been noted and publicised should be something that they take on the chin and, if they learn of it, improve upon.