So this company called Firebox makes a game called Bite the Bullet which consists of twelve chocolate “bullets” – one containing a very hot pepper. You play a Russian Roulette type game where each person eats a chocolate and one gets the very hot surprise. Their website allows customers to comment on the product, and the sales staff has done a decent job of trying to respond to customer comments. But then there are these:
Working diligently to address customer complaints is a good thing, but admitting that your product is of low quality, needs improvement, or just “isn’t that bad” is not a good thing. Distracting from the complaint by saying the product tastes awful, but “the box was nice” is also an epic failure.
This is a perfect example of how the best intentioned company can try to do social right, but still get it very wrong.