I'm not sure it falls to the shoulders of the Cadillac-Fairview people at the Eaton Centre that we live in a country that lacks appreciation for great architecture (or doesn't place value on good architecture as something which should be readily used/maintained/accessible) across Canada. Ideally they would work harder to maintain the architectural integrity of this property, but surely it's not a stretch to see how things begin to degrade over several decades and a steady number of employees coming and going.
Architecture in North America is generally seen as something "special", "extra", or "beyond", and is seen as an extraneous indulgence, as opposed to something that a mall or mid-priced house or condo or fire station (etc. etc.) should possess and that all income levels should have access to. I don't think that means that Cadillac Fairview's employees, who surely have job descriptions that cover a wide array of concerns, are "clowns".
I've voiced my criticisms of the Eaton Centre and how its architectural legacy has been handled and various times bastardized, but the fact that its management gave into architectural/urban design trends that you don't like, does not make them 'clowns'.