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Comments on “Soylent Cacao + Nectar”
Posts » Soylent Cacao + Nectar » Comments » Comment
Eric Posen@goeric · Co-Founder & VP of Product at Naritiv
Got violently sick from my last batch of 2.0 and don't know if I can ever drink it again. While I was fully refunded, I do not think they escalated the situation appropriately. On paper I like their mission, but they should go above and beyond to figure out what is causing people to get so sick and keep customers informed.
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Kelly Kuhn-Wallace@kkdub · Coach: Grow Your Biz w/o the Crazy
@goeric So sorry that you went through this. A refund isn't "making it right" in this situation. Having your sole product cause customers to become violently ill is the stuff of founder nightmares. (Having a detailed, board-approved emergency plan is the best way to manage situations like this. That plan can handle immediate cures up through re-engagement.)
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Taylor Edmiston@kicksopenminds · Software Engineer @ Astronomer
@goeric I haven't gotten sick from the bars or 2.0 myself, but... just curious, what do you think would make it right in this situation?
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Eric Posen@goeric · Co-Founder & VP of Product at Naritiv
@kicksopenminds I think it's a terribly difficult situation to deal with. On one hand, they can't shut down operations because of one issue (though you can find others discussing the same experience), on the other, they can provide escalated customer service to people who went through such a terrible experience (they didn't). I think acknowledging there may … See more
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Roy Walker@roywalker · Independent Product Designer
@kicksopenminds Exactly the same happened to me. Got a full refund and they didn't want the bottles back. What struck me most was that they changed the formula without a proper notice. I re-ordered the product and realized it was different once it was in my mouth (now they're using some kind of algae). This is terrible from a customer perspective. Looks lik… See more
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