I agree in theory. But the fact is there are customers who are simply irrational. They use your $5 product, make up an excuse to be unhappy, and then demand $1000 in credit. They'll threaten you with "negative publicity" if you don't give them exactly what they want, etc. etc.

Thankfully, these folks are few and far between, and I have no idea if this person in the Postmates case was one of them (haven't seen the whole thread), but the fact is you really do need to put your foot down as a business at some point, and telling a customer to fuck off -- internally or otherwise -- is necessary in some cases. Good customer service is one thing - letting customers waste your time and bully you is another.