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The days of calling a 1-800 number to complain to customer service about an unpleasant experience are long over. Just take to Facebook to express your feelings, and you’re more than likely to get a response from the responsible party.

That’s what Leila Jayne Daly did when she found a live worm in her packaged lettuce from her local supermarket, Sainsbury’s. Little did she know she was about to deal with the gold medalist of customer service, and have her unfortunate incident take a turn for the best.