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28 Brand Experiences That Made Customers Take Their Business Elsewhere
Trust is hard to earn and easy to lose. That’s true for most situations in life, but in the business world, the stakes are even higher. There, your mistakes don’t just affect your reputation and opportunities—they can eat into your profit margins and put your employees’ careers at risk. In short, the ethical and smart thing to do is to focus on brand loyalty, product and service quality, and returning customers.
Recently, a group of disappointed customers vented their frustrations about companies, stores, and restaurants in a viral online discussion on AskReddit. They opened up about what brands they’ve learned to avoid and why. Scroll down for their stories and warnings. Do these posts sound relatable? If so, don’t forget to upvote them as you read on.
We wanted to learn more about brand loyalty, so we got in touch with Matt Johnson, PhD, a marketing psychology expert who specializes in topics such as consumer psychology and serendipity. You'll find the insights he shared with Bored Panda below, including why some companies might have different priorities, as well as what drives consumers away from brands.
This post may include affiliate links.
#1
Nestle.
I can't always avoid their products 100% of the time, but I certainly will never intentionally support them ever. Trying to privatize water is one of the most evil things, short of privatizing air.
As per Investopedia, there is a strong correlation between brand loyalty and profitability. For example, the Harvard Business School reports that increasing customer retention rates by just 5% increases profits by at least 25% and up to 95%. So, customer retention is key.
Meanwhile, Microsoft reported that a 7% increase in brand loyalty increases the customer lifetime value of each client by 85%. Customer lifetime value is, essentially, the total expected revenue earned from a single customer over the lifetime of the relationship between them and the company. In short, it’s one way to measure a company’s growth.
Meanwhile, Investopedia also notes that 83% of customers would switch brands due to bad customer service while 74% of people (say that they) stay loyal to a brand due to the quality of their products.
RELATED:
#2
Starbucks.
Low quality drinks at premium prices.
So many BETTER mom-and-pop coffeehouses out there instead.
#3
Tesla. It's a pity, too, because I really like my model 3. But I can no longer justify financially contributing to Elon Musk.
We asked Johnson why, given the positive impact brand loyalty has on profit, some companies choose to ignore it. "This is a classic trade-off for brands between the short-term (performance marketing) and the long-term (growth marketing). Building brand loyalty is a long-term project, and as a result, some businesses don’t prioritize it because they’re focused on short-term goals, like immediate sales or rapid growth, which often seem more tangible and measurable," he explained to Bored Panda.
"Building loyalty takes time and requires consistent investment in creating meaningful customer experiences, which might not show quick returns. Additionally, some industries—like commodities or fast-moving consumer goods—might see loyalty as less relevant, relying instead on convenience or price competition. However, this is often a missed opportunity. Loyalty doesn’t just drive repeat purchases; it creates advocates who amplify the brand, providing long-term value that far outweighs short-term gains. It’s an investment worth making," Johnson said via email.
#4
Ticketmaster.
Separate_Shift_3453:
i have almost stopped going to see music because of how our ticketing systems are now set up.
#5
Apple
I had an epic iTunes library and one day they said my songs weren't mine anymore. Probably 10k just gone. There was zero ways to contact them.
Get lost, Apple!
#6
Twitter.
In 2020, I didn’t realize exactly how much it was manipulating people until I created a second account and followed 2 republican senators. My entire feed was transformed into pseudoscience, how the virus was fake, how Biden was a criminal mastermind, yet fumbling fool at the same time, etc.
I deleted both accounts and never looked back. It’s no wonder people spread misinformation and say “well everyone’s talking about it.”
It literally warps your worldview.
Bored Panda was also interested in what factors drive consumers away from brands. "Brands matter when, and only when, they matter to their consumers. The consumer's perspective, then, is absolutely crucial. Here, the main things that drive them away from a brand are a lack of trust, relevance, and emotional connection," the marketing psychology expert said.
"Trust can falter due to poor product quality, inconsistent messaging, or unethical practices. Relevance is equally vital—if a brand doesn’t align with their evolving values or needs, it risks being seen as outdated or tone-deaf. Poor customer experiences, such as unresponsive service or overcomplicated processes, can quickly sour relationships."
He continued: "Additionally, a lack of authenticity or transparency often leaves consumers feeling disconnected. In a competitive landscape, brands must stay attuned to their audience’s expectations to maintain loyalty and engagement."
#7
AirBnB. Have been stung too many times. Some places are good but when they’re terrible there is no recourse.
#9
Wells Fargo. When my dad died, they made settling his accounts so hard. They kept moving the goalposts every time I came in with the last requirements they had. My dad died practically destitute. It took over a month to get ahold of the $2000 he had in his checking account.
Story_Man_75:
We were Wells Fargo customers for over thirty years.
Found out my online banking password had been hijacked by bad guys. Immediately went to the bank the following day and asked to speak to a manager about what to do. Their sole recommendation? Change my password.
I did.
One week later our account was hit for a $50,000 loss.
Eventually, and by sheer luck we got the funds back. But not without living through a totaly preventable nightmare.
Wells Fargo.
A company’s values are genuinely important. For instance, a quarter of millennial and Generation Z consumers are prepared to spend more on a brand’s products if the company takes a strong stand on corporate social responsibility issues. The latter shows a company’s efforts to enhance society rather than degrade it, and includes environmental impacts, ethical responsibility, philanthropic endeavors, and financial responsibilities.
According to Forbes, one of the main ways to gain and keep trust as a business is to always follow through on your promises. It’s a fundamental piece of advice, but it’s hard to apply consistently in real life, no matter if you’re at the helm of a company or talking about relationships with other people on an individual level.
Something else for businesses to consider is the importance of empathy. Namely, you want to connect with your target audience and show that you understand their concerns, experiences, and opinions. Of course, you want to do this as authentically as you can. It shouldn’t be done ‘just for show.’
#10
Hobby Lobby.
mincynius1:
Hobby lobby came to town and it took so much business from my dad's knick-knack store that he had to shut his store down. It's sad because he invested a lot of time, money, and hope in that store sustaining him during retirement. He worked all his life as a mason laying bricks and doing manual labor so running a little knick-knack store was really a dream come true for him. Just [is bad] [to be honest].
polakbob:
This is the one I came to say. I used to shop at HL regularly. When their scum CEO took a stand against supporting healthcare for his female employees I dropped them immediately. Haven't been back in one in probably a decade at this point?
#11
Shein. I'm trying to go to consignment/second hand exclusively rather than fast fashion. Shein is the first one off the list. Tacky, cheap, horrible stuff and I'll never buy anything from them again.
Transparency is also key. Forbes, reporting on a survey from NielsenIQ, notes that 72% of consumers see transparency as an important or extremely important trait of a business.
Broadly speaking, brands should be willing to engage with their customers and share information that they need to know or that is relevant.
That being said, total transparency is practically impossible in a corporate environment: there will always be parts of how the company functions that need to be kept covert, out of necessity.
#13
Etsy. Seller issued us a full refund on some faulty chairs ($1,200!!!!), and Etsy held it and still refuses to send it to us. It’s been over a year. Typing this is making me mad again.
#14
In 2000 I was in college and had a part-time job doing as a substitute after-school caretaking for the YMCA. My checks were small and I didn’t have much money. The YMCA had Bank of America, and I banked at SunTrust, but I figured that I could cash my paycheck at the nearby Bank of America and just have cash.
It was pretty standard practice at the time to be able to go to a bank that a check was issued from and get cash for that check.
Except that wasn’t the case at Bank of America. Unbeknownst to me they had a $5 check-cashing fee if you didn’t have an account. I was surprised when I was shorted $5 (again, this might have been a $32 paycheck). They didn’t tell me about the fee first and wouldn’t reverse the transaction (I would have happily deposited it for the full amount at my own bank, even if it meant waiting a few days for it to clear).
I will never go to a Bank of America. I will walk blocks to not use their ATMs. I would never set foot in their branch, because they messed me out of $5 25 years ago when $5 was a lot of money to me.
#15
Meta
Edit: Good morning, darling lovelies. Since there have been a number of comments, I am referring to Meta, the parent company of a number of apps. Not just Facebook, but Instagram, Threads, WhatsApp, etc. I left Facebook in 2016 the day after the US election. I maintained Instagram to stay in touch with folks and events, but just can’t in good conscience continue to support what I believe is a major destructive source of disinformation.
And I agree that I wish municipalities, schools and other organizations would stop using them! My children’s schools are constantly attempting to get parents to use Facebook, for example.
Anyway, hope you all have a warm and pleasant day (and thoughts and prayers to all Mets fans).
What are some companies and brands that you genuinely don’t trust anymore, Pandas? What happened to make you feel this way?
On the flip side, what businesses do you trust and why? We’re really curious to hear your thoughts on this. If you have a moment, share them in the comments below!
#16
Sony - I promised the reps I talked to through my issue with them that I would share this engagement every chance I got. So here it goes. Sorry for the long post.
I owned one of the early 55 inch LCD projection flat screen TV's from Sony. I had it for 13 months and it worked perfectly. But in that 13th month - one month after the warranty expired - a yellow grid pattern appeared on the screen. I called Sony Support about the issue, and told them I know it's out of warranty, but asked what I might be able to do to get it fixed. The very helpful rep went to bat for me and came back with good news. Apparently this was a "known issue" for which a recall has been issued. And even though my unit wasn't under warranty they would cover it, because of the recall. They told me who to call (a fairly local authorized repair shop) and that I would need to pay the repair, send them the invoice from this shop, and they would reimburse me.
The technician came and replaced a part (can't remember the part, but that doesn't really matter). The total bill came to nearly $1500, which I paid and sent to the address their rep shared with me in order to get reimbursed.
About a month later I received a letter from Sony declining to pay for the repair, due to the fact that my unit was out of warranty.
Not concerned, I called support once again and shared with them the conversation I had with their rep, and that if I had to pay for the repair I simply would have gotten a new TV for $1500, rather than repairing it, but I took this action solely based on the direction of the Sony rep. This new rep indicted that the rep I had spoken to originally "would never have said that to me". When I challenged him and insisted it was true, he volunteered to listen to the recording with me, which, of course, I welcomed, gladly. After hearing what I said was, absolutely, true, he still refused to honor the reimbursement promised, because "the rep was wrong to offer it to me".
I appealed to an arbitration board, who offered me half of the repair. I accepted, but told them I'd share this with everyone I ever had the chance to share it with, and would NEVER purchase another Sony product in my life. And, 25 years later, I still haven't caved in and bought Sony - I invite you to do the same.
#17
AIG insurance. 40 years ago they wouldn't sell me insurance since I was divorced and no husband.
crayonsocialism:
Geico wouldn't sell my parents insurance 45 years ago because they were cohabiting but not married. My parents are still boycotting, and so am I.
#18
Walmart.
I was a vendor so I had to work inside them. They treat employees and vendors awfully. I live next to one I drive across town to target.
#19
Chik fil la.
The most boring chicken sandwiches I have EVER eaten in almost 60 years.
Whyyyyyy do people go crazy over this stuff?
#20
Vrbo.
Their policies don't protect their customers from something like this happening: Some friends and I booked a house in San Diego (for Comic Con) and drove in from out-of-state, pulled into the driveway, and discovered other people had already checked in. (A door had been left unlocked, so we entered and scoped it out but then decided to go back outside and get some answers.) 20 minutes after our check-in time, *as we were sitting in the driveway of the home we booked,* Vrbo sent us a cancellation notice.
The service had double-booked the property.
So here we were stranded in San Diego, having paid a massive amount of money to attend the convention, with no available rooms anywhere (except for some exorbitantly priced options), and Vrbo wouldn't help us.
Many hours later, we were finally able to find something, but it was pretty run-down, and still cost much more than the place we'd booked through Vrbo.
#21
I might be downvoted for this, but.... Chevy. I finally couldn't take the endless repairs, the awful dealerships who wouldn't repair stuff even when it was in warranty 50k miles ago, never knowing when the car was going to conk out. Now I'm driving a camry. Hopefully for the next 200k miles.
#22
Applebees. Went once and they took so long for everything despite it being empty and our server acted like us being there was an inconvenience. Had been there and hour and my wife was so hungry that when they messed up everybody’s orders she got up, walked across the plaza to Publix, and got a sub. I cancelled her plate and my plate and they rushed the kids meals so they could eat and comped the meal. We never went back to one after that.
#23
ADT by far. I called them after 2 years because there was an issue with the alarm. They informed me that, although I was paying every month, their tech never activated our house in their system. Refused a refund.
Edit: this was like 10 years ago in my first house. I’m not going to take any action.
#24
HP. They made the Compaq laptop I bought in college for nearly a thousand dollars. That thing the bed almost immediately. I sent it off to be repaired multiple times but eventually demanded a refund because it was a lemon. Their customer service was non-existent and the service manager was a [jerk]. He laughed when I told him that I'd never buy another HP product again. It's going on 20 years, but I kept my word. HP. Never again.
#25
LA fitness. Their cancellation policy made me so mad. Only can do it in person and you have to do it with a manager who’s there m-f 9-5.
No issue signing me up outside those hours though. LA fitness.
TheDefiantGoose:
I used to work at a bank and people would always come in complaining about canceling LA Fitness. They would cancel and the gym would continue to charge them and then they would have to dispute it. I saw the struggle over and over again.
So more recently, for a similar type gym, I was preparing for battle when cancelling our membership. I did it online and it worked the first time easy. I was like...oh. Cool.
#26
American Airlines.
Absolutely horrible from front line employees to online customer support.
#27
Dodge. Every Dodge i ever owned and every person i ever met who had a Dodge had trouble after 50k miles.
#28
1800 flowers.
Actually I never thought I would hold a grudge this long. 15 years I think. I just figured they'd be out of business by now. Shocking they aren't.
TheFacelessMann:
My wife got so mad when I ordered this one Valentines day and the flowers never showed up. It took probably 3 hours and 4 different calls to finally get a refund. They kept asking for another chance to send flowers....
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