I'm not so sure this was a hiring problem. It sounds like everyone he came into contact with treated him well, while he was in contact with them. The individuals who promised to get back were probably in chaos, and/or told to say exactly that and then take the next call. And the next. But they were probably doing their job very well, within the system they found themselves in.<p>It sounds to me like a large part of fulfillment was outsourced (not so unusual) and there was very little involvement from BN during the "channel design" (don't know what you call that, I'm not in the biz) and channel operation. Basically, some vendor was allowed by BN to screw BN and its customers.<p>The VP who denied the $100 gift card was probably staunching a hemorrhage of gift cards.<p>None of this is an excuse. But it sounds like BN actually hired well, at the point of customer contact.