I've been on the receiving end of negative commentary resulting from a combination of unreasonable expectations and apparent miscommunication. A recent one was a minor dispute/misunderstanding over a Brooks B67 that went missing (my fault). I resolved it by offering the customer either a replacement, refund, or store credit. He said store credit was ok, and left. The whole transaction seemed friendly and positive - heck, we'd known each other for years and I considered him a friend. Then a week later, on a public forum, I see in bold letters JIM THILL IS A THIEF followed by a tale that was a twisted version of the way I recalled it, culminating in my theft of his saddle. I tried to communicate my desire to make good several times, but got vitriol or silence in return. It's possible that Riv tried to appease this guy, too, but he wasn't hearing it.
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