Frido CEO Responds Directly To Customer Complaint On X; Post Goes Viral

An X user shared a side-by-side comparison of the product she ordered and what she actually received from Frido. Tagging the company, she captioned the post, "What I ordered VS what I received"

The CEO’s swift response sparked a lively debate on social media. While some praised his transparency and willingness to engage, others criticised the company's quality control and logistics

Source : X

More and more consumers are turning to X (formerly Twitter) to share their grievances about product issues and services, frequently tagging brands in their posts. While most complaints are handled by customer support teams, one woman's issue with a faulty pillow caught the attention of Frido’s CEO, Ganesh Sonawane, who responded to her post.

An X user shared a side-by-side comparison of the product she ordered and what she actually received from Frido. Tagging the company, she captioned the post, "What I ordered VS what I received."

The post included two images: the first was a screenshot from Frido's website, showcasing a large, firm, triangular wedge-shaped pillow. The second image, however, depicted a flat, deflated, and misshapen product that barely resembled the one shown online.

Frido's founder and CEO, Ganesh Sonawane, promptly addressed the issue, responding within hours. His initial reaction was, "Da*n," followed by an apology: "Apologies for the inconvenience."

Damn. Apologies for the inconvenience. In very rare cases, the vaccuum gets stronger and it doesnt unroll fully within expected time. Team will resolve.

Hi Disha, due to the vaccuum packaging, it takes upto 48 hours for the cushion to regain its original shape.

We request you to leave the cushion in an open space until then.

Kindly DM us with your order details in case of any assistance required.

— Frido (@myfrido) March 20, 2025

— Ganesh Sonawane (@ganeshunwired) March 20, 2025

To explain the possible cause of the defect, he wrote, "In very rare cases, the vacuum gets stronger, and it doesn’t unroll fully within the expected time." He assured the customer that his team would address the issue promptly.

Frido’s official page also responded and wrote, “Hi Disha, due to the vaccuum packaging, it takes upto 48 hours for the cushion to regain its original shape. We request you to leave the cushion in an open space until then. Kindly DM us with your order details in case of any assistance required.”

Netizens Reaction

The CEO’s swift response sparked a lively debate on social media. While some praised his transparency and willingness to engage, others criticised the company's quality control and logistics.

“The Frido Wedge pillow is received in highly compressed form. It takes a few hours to gain it's expected shape. I bought it for my wife & she just loves it. We have also gifted it to a few senior relatives & they too appreciated it very much,” wrote one of the X users.

A second user added, “I also had the same issue with the pillow. They told me to wait 24–48 hrs and then update them. Trust me, I argued but eventually gave up dey spoke as if they were controlling the pillow frm Frido control center. It remained as flat as a chapati the entire time it was in my house.”