‘We laughed. We cried’: Reader buys a pink book, deems it too pink and she threatens to dispute the charge with her card, so the author went online

Author Rachel Rener has not only been on the path of becoming a better author, but she has also been running her own self-publishing business. As with any business, sometimes you meet those clients that make you pray for strength. For Rachel, this happened last year, and at that time, she kept her TikTok viewers updated as it went along. Now, she took to Instagram to celebrate the first anniversary of the most dramatic event of her eight-year career she dubbed #PINKGATE.

In the caption, she noted how much it affected them, positively and negatively, writing, “We laughed. We cried. We gasped. We laughed some more.” It all began when the client messaged Rener to say, “Hello, I placed an order on your website earlier this week and just got my book in the mail and while its gorgeous, I have to say, I didn’t expect it to be so PINK.” The customer even shared a photo of the book, adding, “It’s kind of eye-watering tbf.” 

Confused by the complaint, Rener told the customer, “Indeed the ‘Big pink book’ IS pink.” The customer then claimed the book clashed with their other decor and asked for a return policy. When Rener explained that returns are typically only for damaged items, she offered a potential exchange for a black version of the book, which the customer loved. However, when she was told she’d have to pay for shipping to return the book, the customer lost it.

Holding the line

In the screenshots of the messages, the customer asked, “Since when do customers have to pay for exchanges? I’m unhappy with the product I purchased and you need to exchange it.” Rener, keeping her cool, replied, “I don’t ‘need’ to do anything, I’m afraid. I’m offering to do you a favor since you’re unhappy that the pink book you ordered is pink.” The customer responded with a threat about the special edition print, “Maybe I’ll just  dispute the charge with my bank instead.”

Rener found herself blocked, so she shared the initial messages online, which brought the client running back. Per the post, they wrote, “I DM’d YOU IN PRIVATE AND YOU POSTED IT ONLINE!!!! That’s slander, you can’t do that!!! My husband is a lawyer and says you better take it down or he’ll take you to court!!”

The next image in the slide show was a cease and desist letter. However, the details were incredibly hilarious. For instance, the subject line read: Cease & Desist Template DIY. The document alleged that Rener’s posts last year constituted defamation under the Model Rules of Internet Civility Act. 

The husband claimed the book’s color was misrepresented and that his wife/ client suffered from “ocular displeasure,” “ongoing chromatic distress,” and “pigmental harm.” He also demanded a refund + $5000 compensation, to be sent within 48 hours, and a public apology. If Rener failed to comply, he threatened to escalate the matter to the “court of public opinion.” Rener responded by printing and framing the letter.

The community was overwhelmingly amused. One user noted, “Cease and desist template diy being the subject line is WILD.” Another pointed out the absurdity of the legal claims, writing, “Everyone else is talking about ‘pigmental harm’ and ‘chromatic distress’ but I’m stuck on ‘filing a civil complaint in the Court of Public Opinion’ like that’s a real court.” 

Someone else remarked, “Dying over them offering Venmo as a payment option for the compensation.” Others were quick to correct the husband’s legal terminology, with one user adding, “Slander vs libel is lawyering 101. Bruh.”

Dealing with legal threats can be incredibly stressful for any business owner. According to BERYS Law, it is crucial to stay calm and avoid an emotional response when a customer threatens to sue. Panic can lead to impulsive decisions that can worsen the situation. 

As soon as the threat is made, BERYS suggests that business owners should document everything, including all emails, messages, and photos, to create a clear timeline of events. It is also important to review any existing contracts or policies before admitting fault. Admitting to a mistake too quickly might create legal liability where none existed before. For instance, not too long ago, a babysitter was threatened with legal action for wanting to end her shift on time.

Thankfully, Renner took it in stride and with a lot of humor, but for most other businesses, if you get a threat, seek professional legal help. There is one thing to note with this story: this is Rener’s version of events and evidence, so it can’t be treated as verifiable fact. In the meantime, Rener noted in her anniversary post, “One year later, this pink-hating, ocularly-offended customer has brought me more mirth and money than either she or I ever could have guessed.”