9/23/2014

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Liberty Bottleworks Facebook post goes viral

Liberty Bottleworks Facebook post goes viral
YAKIMA, Wash. --It's a story that generated a lot of buzz on our Facebook page Wednesday. The co-founder of Liberty Bottleworks turned to Facebook himself to write a blunt response to an angry customer and his post went viral. KIMA spoke with Ryan Clark to find out what triggered the post.

The holiday season can bring out a little crazy in everyone. A nasty Facebook post from a customer in Grand Rapids, Michigan, provoked Yakima business Liberty Bottleworks to write a curt response.

"I didn't think it would go anywhere, I didn't think it would do anything," said Liberty Bottleworks' Co-Founder Ryan Clark. "But, I felt it was the right thing to do."

It Ryan Clark wrote back to the Michigan woman after she posted, 'Don't do business with this company if you want it handled right'. Clark told KIMA, after repeated messages that began Saturday, where she kept getting angrier and bashing employees, he called the woman Monday morning. He explained Liberty Bottleworks operates from a Monday through Friday schedule. She abruptly hung up on the conversation.

"You're competing against people like Google who have live support 24 hours a day," said Founder Tim Andis. "Being a small manufacturer we're not going to have live support 24 hours a day."

"You can't give up your people for profit," said Clark. "You can't give up your ethics, beliefs or your core principals simply for another bottle sale."

The post has gone viral and continues to get a lot of attention. Since Monday, Liberty Bottleworks' Facebook page has gained over 10,000 likes.

And that's not all. Their sales have increased too. The Yakima company told us sales have almost doubled from November.

"Crazy what's been happening," said Clark. "I think at one point today our website shutdown."

It's a result the company wasn't expecting.

This post made several social media sites' most popular list.

Many viewers applaud the business for standing up for their employees. While some, have left negative feedback and changes the company is now considering.

We tried to contact the Michigan woman, but were unable to.

The response involving Liberty Bottleworks was on display for users to see.

The unnamed customer said, "DON'T DO BUSINESS WITH THIS COMPANY IF YOU WANT IT HANDLED RIGHT. THEY WAIT OVER A WEEK TO LET YOU KNOW - THEY LOST YOUR PAYMENT - THEY PROVIDE A PHONE NUMBER THAT NO ONE EVER ANSWERS. IF YOU HAVE A DEADLINE- LIKE CHRISTMAS - FORGET ABOUT IT. product is great - COMPANY is NOT.

To which Ryan Clark, COO of Liberty Bottleworks responded, "Ryan Clark, Liberty's Co-founder and COO, here. I normally do not hop into Facebook rants but this one needed addressed. First of all, Ms. X thank you for your oder (sic) and your desire to support American Companies, Job Creation, Green Manufacturing and the Hiring of Vets. We did receive your numerous voicemails and emails. The bucks stops with me. This will I am sure will upset you but ... my customer service team will not be helping you on the weekends. Your voicemail stated "it is the holidays, you should be working" and you (sic) email stated, "instead of doing my Christmas cards and enjoying the holiday spirit, I was dealing with this". Perhaps, you need to spend a bit more time embracing the holiday spirit. You see, my employees were home with their families doing their cards, baking cookies , etc. Family first, product second. If you want immediate service on a Saturday, try supporting your local retail establishment such as, Bill and Pauls Sporthaus, People's Food Co-op, Barnes Ace Hardware. As you your original complaint, we emailed within 24 hours of your order concerning the Paypal issue. Second, we called you first thing this morning in response to your angry voicemails but you hung up on us when we introduced ourselves saying, "I never want to speak with anyone from your company." Ms. X, we pride ourselves on doing things well, we pride ourselves on doing things right, we pride ourselves on doing things the American way. Not instant gratification, 24 hour shopping on Thanksgiving type of American way but, family and country type of American way. The way our grandparents did things type of American way. I am sorry you are upset and I will gladly give you your money back, but I am not sorry our employees were enjoying the holidays. That right is not exclusive to you. If you would like to discuss this is (sic) on the phone you may call my personal cell (509) XXX-XXXX. If I do not get back with you right away understand I may be eating dinner with my wife and kids. Please be advised we will not be shipping you your order, you will not be charged. I will not do business with anyone that threatens my employees the way you have. Merry Christmas!"

The story is being shared widely on the internet.
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