Discovered a quick fix when a brand botched its apology post

I found that screenshotting the original fail and replying directly to the brand's apology with a simple timeline of events forced them to actually address the issue. Has anyone else tried calling them out with receipts instead of just waiting for a fix?

2 comments

2 Comments

thomas_martinez7d ago

Does this approach work because brands are more scared of looking bad in public than actually fixing things? @ray363 your timeline breakdown is solid because it takes away their ability to dodge the issue with more vague apologies. I've noticed this same pattern in regular customer service too, like when a store screws up an order and only takes you seriously once you post a photo on their Facebook page instead of just calling them. At this point it feels like the only way to get real accountability is by making the problem visible to everyone else watching the brand.

ray3637d ago

Done this exact thing with a clothing brand that sent me damaged shoes, then posted some generic sorry-not-sorry apology. I just replied to their post with screenshots of my original complaint showing the date and their canned response that had nothing to do with the issue. Laid it out like: Day 1 reported the damage, Day 3 got the copy-paste reply, Day 7 still no fix. They DMed me within an hour after that went public. Works way better than waiting around for their customer service to get their act together.