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In a rare instance of direct corporate engagement, Ganesh Sonawane, founder and CEO of Frido, instantly responded to a customer’s complaint about a faulty product on X (formerly Twitter), and his reaction has now gone viral.
A woman took to the social media platform to express her dissatisfaction with a pillow she had ordered, sharing side-by-side images of the product advertised on Frido’s website and what she actually received. The disparity was striking—while the website showed a firm, wedge-shaped pillow, the one she received appeared deflated and misshapen.
CEO’s Candid Response
Unlike the usual corporate customer service replies, Sonawane personally acknowledged the issue with a blunt yet humorous reaction. “Da*n,” he wrote, followed by an apology: “Apologies for the inconvenience.” He then explained that in rare cases, vacuum-sealed pillows might take longer than expected to expand fully, assuring the customer that his team would resolve the issue.
Social Media Reactions
Sonawane’s response triggered mixed reactions online. While some users appreciated his honesty and prompt action, others raised concerns about Frido’s product quality.
One user criticized the company’s quality control, stating, “So much hype on marketing, but logistics went on a holiday.” The CEO defended the brand, admitting that while logistics issues affect a small percentage of orders, the company is actively working to minimize them. “At our scale, a 1% logistic issue means 40-50 people getting disappointed every day. Quality issues are extremely low, and we aim to bring them to near zero in the next few quarters,” he wrote.
Others came to Frido’s defense, sharing positive experiences with the brand. One customer explained that the vacuum-packed pillow takes a few hours to regain its shape and praised the product’s comfort. Another commented, “I like CEOs who admit issues and quickly resolve them.”
Who is Ganesh Sonawane?
A Maharashtra native, Sonawane studied engineering at the National Institute of Technology, Calicut. He previously worked as an R&D Assistant Manager at Bajaj Auto Ltd for four years before launching Frido in 2015, a brand focused on enhancing daily living through ergonomic products.
His swift and direct approach to customer service has not only gained attention but also set an example of transparency and accountability in the corporate world.
Sources By Agencies
