We make recommendations all the time.
Here’s the best tool for X, this person is the best at Y…
But not everyone has a great experience with the products and people we love.
Here’s what to say when that happens:
Option One – When it’s a bad product/service experience
I'm very sorry to hear that you had a bad experience with ____. I have only had positive experiences myself, and am disappointed to learn that that wasn't the case for you. Have you tried talking to customer support? Whenever I've had an issue they have been great and fixed it right away!
Option Two – When it’s a bad experience with another freelancer
I'm very sorry to hear that you had a bad experience with ____. I thought she would be able to meet your needs. Have you tried working it out with her? I'm sure she doesn't want you to be unhappy!
Note: Don’t throw companies or people under the bus. You only know part of the story. Empathize, but don’t criticize.