Many times I have had the same experience as in the first question, I can name you a recent case, a coffee shop that because it was a franchise I thought it was not... maybe the quality was not good and I avoided it but my friend invited me and we went there, excellent quality and price. The relationship was formidable.
In addition to having some exquisite portions of cakes. I was pleasantly surprised, and as I have no problem with consuming any product it was great.
A lot of the time it's the service that causes me not to go back. I don't respond well to lazy, rude and disinterested staff when it is me (the customer) who pays their wages.
It's true, it's only fair that you get proper service. Especially when they are unwilling to do so. The customer does not deserve that.