i own a small bakery business, i graduated culinary school in April. my dad has been helping me since he knows a shit ton of people… and this morning 2 people (one was family, and one was a friend of his) went behind my back and texted him INSTEAD OF MESSAGING ME that a product they received didn’t turn out correctly. im more upset that they went behind my own back than telling me, yes i am BEYOND upset that i gave away a defective product BUT what broke me was they never wanted to say anything AND GO BEHIND MY BACK to say anything. Just tell me, because we both can work together on what the refund will look like, which was full cash refund or something else in exchange for the defective product.
It’s possible they didn’t want to hurt your feelings or they felt more comfortable telling him because they know him better. In situations like this I find it’s always best to look for the good, not dwell on the bad. The good here is they didn’t go out and tell a bunch of people that your product was bad, they went directly to the source and now you have the opportunity to turn this into an amazing experience for them. Go above and beyond to fix it, maintain a positive attitude and it’ll come back ten-fold.
i told them they have 2 options, a full refund of their money, or they can get anything else in exchanged from their product that turned defective.