Just realized how a bad apology from a local coffee shop in Austin changed my whole view on brand trust.

They messed up a huge order for a community event last month and their 'sorry' email felt like a copy-paste template, which honestly hurt more than the messed up lattes. Has anyone else had a brand's weak apology actually make you stop buying from them completely?

3 comments

3 Comments

shane6552d ago

I used to think a quick sorry was enough, but a bad one from my old phone company proved me wrong. They sent a form letter that felt like they didn't care at all, and I switched providers the next week. That fake apology just kills any good will left.

riveradams14d ago

What was the actual wording in that template email, like "we regret any inconvenience"?

kimr1014d ago

Exactly! It's always some version of that. I got one last week that said "we apologize for any frustration this may have caused." It's the same empty corporate talk every time. They never actually say what went wrong or how they'll fix it. It just feels like a box they have to check. Makes you wonder if a real person even read my complaint before hitting send.