Firms Take Online Reviews to Heart
L.L. Bean Inc. noticed earlier this year that one of its top-selling products, Supima Cotton Fitted Sheets, was being slammed in online customer reviews.
The company, which pulled the sheets from its website, found that a wrinkle-resistance treatment mistakenly added by a contractor was causing the cotton fabric to unravel. It offered new sheets to the 6,300 customers who had purchased the set and destroyed the rest of the faulty batch.