How did the company handle complaints about products that were sold?

Research Newbury Comics online. This company operates in multiple states, but started off as a single store in Boston.  What were some of the cross-jurisdictional legal issues that arose?  How did the company handle complaints about products that were sold?  They did not have staff attorneys; as a result they utilized outside counsel on a retainer basis to address such issues as employment law, vendor, customer, and product issues. Discuss what they did wrong and what they could have improved upon