It sounds to me like this is a case where the OP decided that "no" meant "uncooperative". Which is not necessarily the case. There are inventory controls, etc. that have to be considered here - and the manager might not have said no just to say no.

Depsite my disagreement with the OP on this issue, I think the feedback in this letter about franchisees, just like the BK one, has merit as it gives the franchisor information he might not otherwise have. Whethers it's 15 extra seconds or a small side of dip, there are larger issues at play.