Your company is only as authentic as its members. If your employees aren't aware of the company's authentic self, you'll never be fully authentic. Share it with them, and ensure they know exactly what it means and how to act in a manner consistent with it. If you know that the company's priorities, intentions and reality differ from what you communicate, then you shouldn't be surprised at results such as cynicism, complaints, reduced morale and productivity, or defection. Once you know how you're experienced, you can assess your options and make decisions to continue as is or modify your behavior, as appropriate.
Customers are what keep companies in business, period.
Without customers, and employees, most if not all businesses wouldn't exist. A business exists because of its customers. Use this influence to discover why your vendor is saying one thing and doing another. If you don't get satisfaction from the person with whom you're speaking, keep asking for the person's supervisor, even if you end up talking to the chief executive of the company. After all, if it wasn't for you and your fellow consumers, he wouldn't be getting that hefty paycheck.