I've been following this story since it broke on the Consumerist blog yesterday after a mother wrote the blogger to charge that the Rocky Mountain Chocolate Factory rebuffed her pleas for a bathroom while her daughter was cramping up from diarrhea and crying. It hit an Orange County Paper today, with a mention of Monday's original blog post that has had more than 116,000 views and 330 comments.
The latest news is that the RMCF franchise manager says she issued the mother an apology, which the mother denies, saying that the manager laughed at her and told her to go ahead and sue her. Also, the manager is excusing her employees' refusal of a bathroom for the 5-year-old girl based on "insurance policies" and she is arguing that there were "at least a dozen restrooms near the store the mother could have used." In the original email to Consumerist, the mom said that the employees never offered her any alternatives before the kid crapped all over herself and mom, both.
Nothing like a little heartless customer service, and a little distancing at the national office, where they seem to believe that they have no control over their franchises, or so they would have us believe.