Interesting - so there was only an issue when they caused you a problem through their negligence. It didn't actually have anything to do with the accounts team or customer service itself.

I certainly agree with your sentiment though - misrepresentation is bad, and to be avoided.

For a sole proprietor who is trying to win business, but has no resources, funds, or choice, I view this kind of 'peacocking' as a functional but temporary solution; especially if the sole proprietor is certain they can fulfill the clients requirements.

It's amazing you took your business elsewhere because they were "peacocking" and not because their products were faulty, as you said. Most people would take their business elsewhere when they find the quality is unacceptable. But you were OK with the unacceptable quality and planned to continue to be a customer, it was only because of the peacocking that you left.

Sounds to me like dododo was initially willing to give them a chance to rectify their mistakes, but not after discovering "they" was a lying weasel.

you're right---consistently faulty products would certainly make a bigger (negative) impression than peacocking.

but in this instance, for some time, the products were just fine.

a customer's trust is most tested when things are going wrong, not when they are going well.