I like to think that poor customer service will kill a business eventually. Years ago, Sears was huge, they had brick and mortar stores everywhere, plus huge catalog/mail order sales. I used to buy thousands of dollars of merchandise every year.
They screwed me over on a service plan I had paid on for years for a freezer. When it broke down. I said, why fix it, just give me credit for a couple hundred bucks on a new freezer, and I'm good. But no, they insisted on sending out this "repairman", who spent over 5hrs and probably over a $100 on parts, and still couldn't fix it. So instead they refunded my last year's service insurance fee (like $30) and called it good. Around this same time, I had a Sears big console color TV, that when you turned it on would turn itself back off within 10 seconds. After 1/2 dozen service calls, they just quit on that, too. I vowed to never buy Sears stuff again, and I told this story to everyone I knew. Now, I hear they may fold before the year is out. Good riddance. That is a classic case of poor customer service killing a giant corporation.