"This is self indulgent crap."

Agreed. The crying bit was particularly bad. For an article that could have focused on how far some individuals will go to respond to their customers, she some how managed to turn the focus onto her "plight" for actually getting what she damn well intended in the first place (albeit not from the stereotyped deliverers she'd expected).

This whole article says more about her than anything else.

It's this blog-post.

Not everything can fit in 140 characters; and you can bet this gets wider readership than a tweet.

No, it isn't. This blog post says "don't ask for customer service! The people who respond might be crazy and make someone do something ridiculous that you weren't specifically requesting!" What the tweet or a blog post aimed at solving the problem, would say is "Wow Home Depot, I can't believe you treat your employees so badly! I expect you to treat your employees well, and especially to prioritise doing so over meeting ridiculous customer service requests! How you treated your employees has affected my willingness to buy things from you in x way, and I hope that this reaction influences you to make a different decision next time. To other companies listening - I would prefer that you prioritise your employees over ridiculously good customer service, and will make purchasing decisions based on that where I can."

  "Make their employees do that"

Who else is going to respond to a Home Depot customer service issue but the employees?

It seems the company is damned if they do and damned if they don't. Damned if they don't respond to her tweet. Damned if they do, because then they'd be slave drivers pushing themselves or their employees to provide great service without taking into account work-life balance, etc.

Do you agree those two things are opposed? Why can't she just be grateful these people (in this case unnecessarily) pushed to go the extra mile for her, rather than encouraging her to attack them again for doing so?

She should get their names and encourage people to buy Home Depot if she really felt bad for them.

By 'that' I mean, make the delivery that night by driving a couple hours out of their way after hours. The idea of 'kill yourself satisfying customers' is definitely opposed to 'never go out of your way for a customer', but the middle ground is 'make an effort to do something to help customers and leave them happy, but don't do things that will actually hurt you (the company/employees)'. In this case the middle ground would have been more like tweet back to her promising delivery the next day, deliver the next day, and is likely to have the best overall result - employees not pissed off/miserable, customer still feels that they got taken care of by getting next day delivery instead of two weeks later.