When I worked at the big hotels and clubs, the purchaser and/or Chef would deal with reps. So I never experienced a good rep.
When I worked at the smaller places (read, smaller accounts) I got the usual crap. I am grateful though, I learned how to cheat, and how not to trust anything that was promised. This prepared me well for when I ran/run my own, albeit, small business.
I also believe the reps DO have control over the quslity of produce that is loaded on the truck. Take for instance Moms day, every body wants strawberries. Purveyor only has so much, and not enough for all the orders. So does everybody that ordered get 1case? Or do the big accounts get what they ordered, and the small accounts get shorted, get the green ones, or the mushy ones?