Mr B ran an independent online retailer competing with major online household "names". A disgruntled customer, Mr X, suffered an item lost in the post and took to social media (using a pseudonym) to outline his unhappiness at a delayed refund. The client had hoped the matter would "blow over".
By the time Mr B came to us for urgent help Mr X’s page had hundreds of negative additional comments. These extent of the rumours led to further pages and also customers were cancelling orders when they read the rumours.
We identified that rapid action be taken to remove the pages. We wrote a detailed letter before claim to Mr X (despite his using a pseudonym) who quickly removed his page. We wrote to the publishers of the website and secured the removal of the majority of the hundreds of posts and pages, including the most damaging comments.