easyJet are quite a nice company to fly with, so a bit surprised at the treatment Mrs Wowzz (I'd love to hear how she earned that name - preferably by PM!!) received, especially if not applied to all.
We've had a similar issue with "that" airline, and as we don't need more than 1 item of hand luggage (now that we have all we need in our place in Spain) it really is aggravating when you see people struggling to carry on bags which are heavier than them and only just go into the overhead locker (sod anyone else trying to get anything into the space left. They have notices on their website, at check in, at the boarding gate, but do they do anything? Only if you bug them.... that's their way of putting you in your place.
If there is a policy, enforce it, otherwise don't annoy me by telling me one thing and letting others do another.