We all say we dislike harsh reviews and high-maintenance customers.
Yet, griping often turns out to be the quickest route to getting what you want from a company. This is especially true with large corporations.
So why do firms hand out free stuff to the most vocal complainers? It can feel like whining is being rewarded.
No one hands out perks to the folks who quietly enjoy their purchases.
Sure, the squeaky wheel often gets attention — and freebies, as the saying goes. But does the wheel need to be obnoxious to get results?
Maybe you could try being squeaky and polite at the same time.
Would that be effective?
The Compliment Experiment
Jim Wang of Wallet Hacks tested this idea: Could compliments open doors the way complaints do?
Rather than reaching out to companies with grievances, Wang began thanking every brand he liked to see what would happen.
He sent notes of appreciation to 42 companies and casually asked if they might send samples or coupons.
“I don’t know if you have any samples or coupons you could send my way but I’d be most appreciative to try more of your products,” Wang wrote.
He also added in his messages, “I know a lot of folks probably email to complain and it can be tough responding to those, so I thought I’d add a little sunshine.”
The replies were mostly modest:
- Eight companies didn’t respond at all
- Twenty answered but declined to provide anything
- Eight mailed coupons for discounted items
However, five companies actually offered completely free items:
- Pepsi sent two coupons for a free six- or eight-pack
- PowerBar mailed two coupons redeemable for free products
- Republic of Tea included a thoughtful card and some samples
- Tom’s of Maine supplied a sample beauty bar and a men’s deodorant
- After a couple of follow-ups, Nespresso dispatched a set of cappuccino cups and saucers
What Complaints Yield
On the other hand, Wang saw more generous responses when he voiced a complaint.
He once called Coca‑Cola’s consumer line about a strange Diet Coke can and received a coupon for a free 12‑pack.
When Wang emailed Southwest to complain about nonfunctional in‑flight Wi‑Fi and requested a refund of the (roughly $6) access fee, Southwest instead issued a $100 voucher.
That’s nearly a free one‑way ticket, just for enduring a poor Wi‑Fi experience!
Simply calling your utility or service providers to demand a better rate can work wonders. If demanding fails, threatening to cancel (even bluffing) often prompts companies to offer deals.
You can end up saving hundreds annually by pretending to be unhappy.
That’s a much bigger payoff than a couple of complimentary coffee cups.
Why Complaints Receive Preferential Treatment
A cynical take would say companies don’t bother with satisfied customers: You’re already purchasing the product. Instead, businesses rush to soothe unhappy customers to prevent losing them.
But there’s a more practical explanation.
Think about Coca‑Cola’s “customer complaint line.” The number appears on many cans. That practice is common across products, often accompanied by a “satisfaction guarantee” or a prompt like “Not 100% satisfied?”
Customers are encouraged to complain rather than compliment. And the promise is satisfaction — not necessarily free goods.
It’s frustrating to watch rude customers get appeased while content customers are taken for granted.
Yet handing out freebies for complaints is a mechanism companies use to resolve dissatisfaction and honor their explicit or implied guarantees.
If you call simply to say something nice, they’ve already delivered on their obligation.
Your Turn: Have you ever received free items from a company for saying “thank you”?
Alex Turner is a staff contributor at Savinly. He has written for several outlets and often inserts humor where it fits (and occasionally where it doesn’t).
For tips on scoring freebies elsewhere, you might also check out how to get free stuff on amazon.
