Minamoto Kitchoan Newport Beach, CA Treated Me Disrespesptfully.  Newport Beach California

I purchased sakura mochi for a gift.  When I got home and opened the package it was hard as a rock.  I called the store manager and she proceeded to argue with me and insisted that it never happened, raised her voice, told me that they never made refunds and proceeded in her tirade. I went in to see her in person, which involved a long ride, use of time and gas and after a long discussion and much sticking of fingers into feeling the mochi to determine the hardness of less than 24 hour old product she reluctantly, exchanged my mochi for fresh, frozen, thawed mochi.  I would not recommend anyone having to undergo a horrible experience like that.  It was very unJapanese, unprofessional. and not the way to treat a formerly good customer.  This company, in Japan has a very fine reputation, serving non frozen fresh product, and would never. ever, treat a customer of any nationality the way  I was treated today.. I will be in Japan next month and plan to meet with Minamoto's CEO and courteously  inform him or her of the way their senior staff treats people.  I have never been so mad and angry in my life.  I used to be in the Diplomatic Corps and am not used to such insubordination.  It has been my understanding, universally, that the customer is always right, even when wrong.  Today I was disabused of that thought.  Caveat Emptor.