That's not how we train our staff here..

A complaint goes viral and a company responds with a public announcement. 
The company insists it's not good enough and that the experience of the customer is unusual and not the way the company does things.
A sincere apology is issued.

The question has to be asked, if that's not how you train your staff and they don't listen to you or don't respect your company enough to follow how you do train them then why should I respect you?