Dbrand, a Canadian company known for its electronic device accessories, sparked outrage online after their response to an Indian customer’s complaint. Bhuwan Chitransh, a software engineer from Pune currently working in Utrecht, Netherlands, took to social media (platform unspecified) to voice his dissatisfaction with a MacBook skin purchased from Dbrand.The skin, Chitransh wrote, had lost its colour within just two months. “@dbrand bought this skin a couple months back. Couldn’t even remain the same color after just 2 months. What should I do?#dbrandcomplaint,” wrote Chitransh on X, formerly Twitter.
Dbrand’s response to the complaint, however, was widely criticized for being disrespectful and insensitive. “Your last name is basically shit rash, be serious,” replied Dbrand to the complaint post.
Social media users slammed Dbrand’s behavior, accusing them of racism and unprofessional customer service. Many pointed out the inappropriateness of mocking a customer’s name, especially considering the large potential market Dbrand might be alienating.
Faced with mounting criticism and backlsah on social media, Dbrand eventually issued an apology. In the apology, Bbrand acknowledged their mistake as a “huge fumble.” They offered Chitransh a $10,000 compensation “as a gesture of goodwill” alongside the apology.