I would personally reach out to the customer to get a detailed response on what went wrong . I would take that feedback and report it back to the product team for future improvements, and then make the relationship right with the customer, by refunding them for their product, and sending them something free.

If I had the option, I would not choose a store to put the product in. Instead, I would choose to go around America with a branded van and pop up in certain cities. This strategy creates somewhat of a scarcity for getting the product in person, which creates higher perceived value, as well as making your product buying an experience that can be shared organically on social media from the consumers, and also allows the brand to create a bunch of content from the pop ups that can also be put on social media to create brand awarness.

As a former creator I wonder what tools would be put in place to help these creators monetize? What is the process of finding creators for your platform? Do they reach out to you? Or are you guys reaching out to them?