Not entirely, no. That's a way to get rid of the customer, at this point. If he had basically opened with a sincere apology, offer to fix the situation, then followed up with an offer of refund, I'm guessing they would have been disappointed but not angry. However, complaints were initially met with, "Well, we're glad other people like it." That is not a response, that's a dismissal. Repeated e-mails being ignored is absolutely a no-no in customer service. Coming on here and basically saying, "Welp, can't please everyone," is not a response, it's a dismissal. Having posts deleted without addressing them is another no-no. Deleting comments on YouTube, yet another no-no. Calling a customer that has sent in a polite e-mail rude and telling them that their business is not desired is bad customer service. Basically, the tone I'm getting from this interaction is Sankey & Co. giving these complaints the middle finger, and saying, "Fine, get out. We don't want you." Ok, sure, that's a valid response I guess. I mean, as long as you don't want to keep customers. Do I think some people over reacted? Absolutely. Would I have shown a couple of these people the virtual door? Yes. But overall I'm seeing customers that went from kind of irritated to outright angry, almost entirely due to a total failure of customer service. This could have been avoided without that much damage to Sankey's reputation. And while I don't believe that it will be impossible to recover from this, I think it will take some customer service savvy and a lot of effort to un-sour the taste that is currently in people's mouths. Personally, I'm washing my hands of it. As I said before, I don't have a dog in this race. I'm not a Sankey customer and I don't have much interest in his products as they do not fit my style. I probably shouldn't have gotten involved at all, but what can I say? If I see a bunch of heated people about to start arguing my mediator instincts kick in and I just have to speak up. Good luck and good night.