Don Wands, and How They Lost My Business

If you follow Epiphora, which I’m sure many of you do, you have no doubt heard about the Don Wands snafu. I’m not going to cover that here, since Epiphora has done a wonderful job of explaining the situation herself.

I was not planning on writing a post about this, and did not want to turn it into a bigger deal than it already was… until now. I e-mailed the company last night, stating my disappointment, and have just received back a response that shows me exactly how little they care for their customers. I am appalled, and I have decided to post everything here to let everybody decide for themselves.

First, I’ll start off by showing you my e-mail:

Dear Don Wands:
 
I am writing in regards to an incident, which I’m sure you are aware of by now, regarding comments made to a fellow sex toy reviewer. On her review of a Treeze vibrator (review), a representative of your company made several unprofessional and condescending remarks regarding her honest opinion of the product. I am disappointed with the way this situation was handled, and it has tarnished my views of your company.
 
In the past, I have written two reviews of Don Wands products (Blue Ripple with LED and Vibrating Cobalt Nubby) in which I praised your products, as well as your company. Had this situation been handled in a more appropriate manner, I would have continued to support Don Wands and recommend your products. Instead, I will no longer be reviewing or purchasing your products, and will not hesitate to point consumers to different manufacturers in the future. I sincerely hope that Epiphora receives an apology for the way she was responded to and that this sort of incident is not repeated.
 
Your once loyal customer,
 
Miss KissThis

I expected to receive the standard “we apologize” e-mail in response, but what I saw in my inbox this morning blew me away. Here’s their response:

Thanks for your previous work. Alphabitch was incorrect in her characterization, if this is the reason, we are sorry you feel this way. I hope you change your mind as our efforts are researched and for the benefit of the consumer. I hope you see our goal without bias.

Our remarks were in response to several negative remarks toward the company and our efforts, not the review of the features of the products. Thanks for your past reviews, again we apologize if you were offended.

Kind Regards

Excuse me?? First of all, I was discussing EPIPHORA. They continue to place all blame on everyone else, saying someone “incorrectly characterized” things, instead of owning up to a crappy product and an even crappier business sense. They obviously did not actually read my e-mail, or they would have seen that the review of the product is not what caused me to view their company in a negative light. If I’m interested in a product, I will most likely still be interested whether there are negative reviews or not. The snarky response she got back is what tarnished my views (only to be furthered by their subsequent responses), and they only seem interested in defending their poor behavior while placing all blame on Epiphora.

They also claim Epiphora made several negative remarks towards the company and its efforts. Excuse me Don Wands, can you show me where? Epiphora simply pointed out the flaws of your PRODUCT, so no, the remarks were not directed towards your company nor your efforts. But now mine are, so congratulations.

Don’s “apology” (if that’s what you want to even call it) on Epiphora’s post furthers the reason why I will no longer support Don Wands.

Epiphora and your readers,

Please accept my apologies for the poorly worded defense of our efforts to bring a new product to market for the consumer.

We are making attempts to correct all negative comments in the review, however the fever that has ensued over a few poorly worded sentences is a bit much. Please accept that nothing personal was meant by the comments and we accept responsibility for your feelings.

Thank you for the honesty in your comments, we hope you understand that we did not mean to come off condescending. We are here for your feedback and questions as you move forward on a review, we hope you choose to find out more about the product.

The market and our research actually have found much a different story than much of the comments posted as of recent, they are moving quite well. We do plan on improvements and fixes for those who find one that is too noisy.

With Respect,
Don

It’s amazing that he can call the “fever” that ensued a “bit much” considering his previous comments. It surprises me that a company thinks consumers will not notice poor treatment or react to it. The poor impression he made will leave an impact on people besides Epiphora, and you would think a company would understand that. Please take some lessons in public relations and marketing Don, you really need it.

Again, he refers to the market and his research, further alienating anyone who DOESN’T like his product. Excuse me Don, nobody ever said that the Treeze line wasn’t selling well. As Epiphora herself has pointed out, there have been many positive reviews of the products. Your desperate attempts to defend the Treeze line only make me think less of you and your company. I don’t accept your apology, and I believe you’re only backpedaling to try and repair the damage you have caused.

I am surprised that a company such as Don Wands would have SUCH poor customer management and public relations skills. Like I said on Epiphora’s blog, there are better deserving companies out there that I would be much happier supporting. It’s only a matter of time before other companies begin producing similar products, and Don Wands can only hide behind their “innovative” designs for so long. You have lost my business, support, and respect Don Wands. Please stop underestimating and alienating your consumer base, or soon enough you won’t have one.

Related posts:

1. Contacting, Shmontacting
2. Don Wands Blue Ripple with LED

Posted in Epic Fail, Frustration, Rambling