What's the best way for brands to handle disgruntled consumers venting on social media? Share Via: Where does customer grievance end, and social media bullying begin? Learnings from Gaurav Kapur versus Swiggy, and Mini Mathur versus Veneta Cucine India. âAll happy families are alike; each unhappy family is unhappy in its own way,â wrote Leo Tolstoy in 'Anna Karenina'. We (afaqs!) are adding a modern (read digital) update to this sentence and it now reads, âAll happy customers are alike; every unhappy customer is unhappy in his own way.â You donâÂÂt need to make a joke, your ridiculous service is already a joke.— Gaurav Kapur (@gauravkapur) December 8, 2020