That time a brand's apology video made things way worse

I was scrolling through TikTok last Tuesday around 9pm when I saw a skincare company I used to love post their 'we hear you' response to a batch of serum that was turning people's faces orange. The video had this weird green screen effect and the CEO looked like he was reading off a teleprompter for the first time ever, and halfway through he accidentally called the customers 'complainers' instead of 'customers.' I literally laughed out loud on my couch because the comments section exploded within 20 minutes with people screenshotting the typo and making memes. The worst part was they left the video up for a full day before deleting it, and then they posted a written apology that just said 'sorry for the confusion' with no plan to refund anyone who bought the bad batch. I had bought two bottles back in March for $38 total, and I still haven't gotten a reply to my DM asking about a refund. Has anyone else watched a brand try to fix a mistake and just dig the hole even deeper like that?

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1 Comment

wright.lisa17d ago

Wait, have you checked their actual terms on returns? Because I looked into a similar thing with another brand once and they buried the refund policy in paragraph five of their FAQ, something about only offering store credit after 30 days. When they left that video up for a full day, did anyone from the company actually reply to any comments, or did they just let the whole thing burn? Seems like silence after a screw-up says more than the video ever did.