Yeah you are right! And we totally feels the impact it gave us so i am here to listen your voice.To be fair your a bit late too this party ... it's not just this customer that has been burned.
As a fellow business owner I know how important reputation is , without it your nothing , with a bad one your going backwards fast !!!
The only way to win members trust again is to offer a great buying experience for everyone , not just reacting to a negative one after it's brought unwanted exposure.
Time will tell if you guys truly have made a change for the better ...