It’s funny how in a lot of these corporate missteps it’s the response which tells you more about the culture than the original incident. This is more likely to

It’s funny how in a lot of these corporate missteps it’s the response which tells you more about the culture than the original incident. This is more likely to turn me off using them than the original incident. Apologising and saying you will put processes into place to prevent it happening again is corporate comms and emotional 101, and it would have blown over in a week.