The simple fact is, like it or not, that our day to day lives are increasingly influenced by, or linked to the internet. There are lots of people who don't have anything to do with the internet, but they become fewer as each year passes; we are moving inexorably towards the time when we are a fully connected society.
In times past there were just as many irritations when dealing with retailers and large organisations, it's just that they were an accepted aspect of life - people were used to the fact that letters took days - sometimes weeks - to be answered, or that phone calls were not answered, or promises of call-backs not kept.
Because we use the internet we have slowly learnt that most things happen very rapidly - goods mostly arrive within a day or so, and emails are generally answered in a similar time frame. Obviously there are frustrations, but by and large I believe our lives have been enhanced by the internet, and by IT facilities in general.