Can we talk about the difference between customer service complaints and customer experience discussions?
I understand that the rules say customer service matters should go through support, and I agree that account-specific issues probably can’t be resolved on Reddit.
But I do think there’s a difference between asking Reddit to solve an order issue and sharing a customer experience for community discussion. It’s concerning that a post discussing a FORMA misprint, with photos, was not only locked but deleted. That post could have been helpful to others experiencing the same thing.
If someone is posting order numbers, demanding support, or trying to use the sub as a help desk, then sure, remove it. But if someone is calmly describing what happened, especially after already contacting customer service, that feels relevant to the community. Product quality, shipping experiences, subscription issues, and support experiences all affect whether people want to shop with a brand.
When negative experiences are removed entirely instead of simply redirected or moderated for privacy/civility, the sub starts to feel less like a community and more like a curated brand page.
A better rule would allow civil customer-experience posts while still requiring account-specific help to go through customer service.
To be clear, this post is not a customer service request. I’m not asking the subreddit to solve an individual issue. I’m asking whether civil customer-experience discussions specifically regarding Cloth and Paper are allowed here, because that feels like a community issue rather than a support issue.