Possible Solution - Were your customers expecting something else?

Communicating to your market may be misunderstood.

You may have advertised in a way that your customers expected something they didn't receive. For example if your ad made a huge promise and your product/service failed to live up to the claim then you would end up with a lot of returns and or a lot of customers would fail to do business with you again.

It is very important to convey a strong guarantee a strong promise a strong begin for your product/services and it is more important that your product/service delivers your claims. If not then it is essential than you adjusts your product/service & claims so they work in harmony.
In order to be sure why not ask you customers?