Company’s Amazing Reply to a Raging Customer Has Fans and Orders Pouring In

'Family first, product second'

Headshot of David Griner

Every once in a while, giving a foul-tempered customer a public skewering can be good for business. At least that seems to be the lesson of Liberty Bottleworks, whose polite but eviscerating reply to a Facebook complaint has gone viral and generated vocal support for the small business. 

Although the original conversation has since been removed from the Washington-based company's Facebook page, a screenshot that's been widely passed around online shows a customer berating the business for botching her order and not responding to her calls. In a lengthy and detailed reply, co-founder Ryan Clark (seen at left in the photo above) described how the customer had actually been harassing his employees and ignoring Liberty's attempts to reach out.

Since the screenshot was posted to Reddit this week by a former employee, the Liberty Bottleworks Facebook page, phone number and website have been flooded with supporters who appreciate the company's "family first, product second" philosophy.

"Wow people, thank you again for the support – we are so thankful," the business posted Thursday on Facebook. "We want to reiterate to you all, the call volume, and visitation to our website are massive right now—more than we've ever seen obviously." Via NWCN.

@griner David Griner is creative and innovation editor at Adweek and host of Adweek's podcast, "Yeah, That's Probably an Ad."