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

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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:

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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.

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“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.

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Video: Jewelry Store Owner Hits Robbers With Jars of Pickles

3 suspects have been arrested.

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A jeweler in Sandy Springs, GA, fought off robbers by using pickle jars, the Atlanta Journal-Constitution reports.

The owner and witnesses managed to subdue two suspects, holiding them until police arrived on the scene. The robbery happened late Saturday afternoon at a store on Abernathy Road close to Roswell Road, according to the Journal-Constitution.

Police said three people have been arrested: 40-year-old Antonio Collier, 17-year-old Antwan DeKarlos Robinson a 16-year-old suspect. They’re charged with several crimes, including armed robbery as well as battery.

A fourth suspect is being sought.

A witness said that when the robbers entered the store, “they had hammers and were breaking everything and grabbed Rolexes.”

The owner reportedly struck the suspects with a bag of pickle jars, hitting them in the face and head.

Two of the suspects got away, resulting in a police chase and car crash, authorities said. One of the suspects in the car was arrested and the other ran away.

Watch the video:

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Jewelry Store Was Going Out of Business … But a Former Employee Had Other Ideas (Video)

Stan and Mary Sherwin operated the store for 40 years but decided to retire.

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A jewelry store in Atascadero, CA, was about to close for good as its owners retired.

But a former employee had other ideas.

Stan and Mary Sherwin operated K. Jons Diamonds and Gems for 40 years and were set to cease operations in early January, The Tribune reports.

But then Lindsay Jane Chatham, who began working for the store as a teenager and continued for several years, decided to move back to town with her husband, Greg, and take over the business.

“We found out they were retiring, and so many things had to fall into place. It was crazy,” she was quoted saying.

The store will operate as K. Jons Jewelry Co., according to The Tribune.

The Chathams, both of whom are gemologists, will lease the store space from the Sherwins. They’ll keep most of K. Jons’s employees.

One thing they aren’t buying from the Sherwins is inventory. Most of that was purchased in a going-out-of-business sale.

Watch the video:

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Louis Vuitton to Sell Jewelry Made From World’s Second-Largest Diamond

The deal follows LVMH’s acquisition of Tiffany & Co.

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LVMH Sewelo Diamon

LVMH Moet Hennessy Louis Vuitton SE has entered a deal to sell jewelry made from the world’s second-largest diamond, known as the Sewelo diamond.

It’s a 1,758 carat gem that’s the size of a tennis ball.

Lucara Diamond Corp. announced a deal with LVMH and the HB Co., a diamond manufacturer from Antwerp, that will see the diamond cut into pieces and made into Louis Vuitton jewelry.

Bloomberg reports that LVMH “will likely create several extremely high-end pieces  to establish a sense of exclusivity.”

A price tag for the Sewelo has not been revealed. Yahoo Finance notes that it sold for $53 million in 2017.

The acquisition is further evidence of LVMH’s plans to grow its jewelry business, according to Bloomberg. It follows the company’s nearly $16 billion acquisition of Tiffany & Co.

The diamond was recovered from Lucara’s Karowe Diamond Mine in Botswana in April 2019.

According to a press release from Lucara:

Lucara will receive an up front non-material payment for the Sewelô and retain a 50% interest in the individual polished diamonds that result.

Further, 5% of all of the retail sales proceeds generated from this historic collection will be invested directly back into Botswana on community-based initiatives undertaken by Lucara.

Lucara CEO Eira Thomas said, “We are delighted to be partnering with Louis Vuitton, the famous luxury House, to transform the historic, 1,758 carat Sewelô, Botswana’s largest diamond, into a collection of fine jewellery that will commemorate this extraordinary discovery and contribute direct benefits to our local communities of interest in Botswana.”

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