Connect with us

Headlines

How NOT to Respond to a Negative Review — a Cautionary Tale

mm

Published

on

You can’t afford this type of PR.

If your business has ever had a bad review online, you know how tempting it can be to respond in less-than-polite terms.

But that’s generally the wrong way to go, as one tech entrepreneur learned.

Denis Grisak created a product called Garadget, an app-based garage-door controller, Inc. reports. And one customer was none too satisfied, leaving scathing reviews on both the company’s forum and Amazon.com.

User rdmart7 said on the company forum that the app wouldn’t stay open and the product was “a piece of s***.”

On Amazon, posting as R. Martin, he wrote: “Junk – DO NOT WASTE YOUR MONEY – iPhone app is a piece of junk, crashes constantly, start-up company that obviously has not performed proper quality assurance tests on their products.”

Grisak replied on the company forum:

Advertisement

Robert,

The abusive language here and in your negative Amazon review, submitted minutes after experiencing a technical difficulty, only demonstrates your poor impulse control. I’m happy to provide the technical support to the customers on my Saturday night but I’m not going to tolerate any tantrums.

At this time your only option is return Garadget to Amazon for refund. Your unit ID 2f0036… will be denied server connection.

In other words, the reviewer’s product was rendered useless. And that was a dismal PR move for Grisak — the type that no startup firm can really afford.

Media outlets ranging from Hacker News to Inc. to the Atlantic covered the exchange. And Garadget ended up with additional negative feedback like this review on Amazon: “Would normally have recommended this device but unfortunately this device relies on manufacturer’s cloud services and if you do something trivial to piss off the manufacturer they will brick your device. Look elsewhere.”

Grisak told the Los Angeles Times he regrets his response.

Advertisement

“I was overprotective of my product and it was hard to take this criticism,” he told the newspaper. “It’s not going to happen again.”

The Atlantic reports that Grisak has restored Martin’s connection, but that Martin is, nonetheless, trying to return the item.

“I should have bought him back with kindness,” Grisak said.

Read more at Inc.

Advertisement

SPONSORED VIDEO

Wilkerson Testimonials | Zadok Master Jewelers

Stick to the Program — And Watch Your Sales Grow

When Zadok Master Jewelers in Houston, Texas, decided to move to a new location (they’d been in the same one for the 45 years they’d been in business), they called Wilkerson to run a moving sale. The results, says seventh-generation jeweler Jonathan Zadok, were “off the charts” in terms of traffic and sales. Why? They took Wilkerson’s advice and stuck to the company’s marketing program, which included sign twirlers — something Jonathan Zadok had never used before. He says a number of very wealthy customers came in because of them. “They said, ‘I loved your sign twirlers and here’s my credit card for $20,000.’ There’s no way we could have done that on our own,” says Zadok. “Without Wilkerson, the sale never, ever would have come close to what it did.”

Promoted Headlines

Most Popular