Honest question - when does a WhatsApp chatbot actually make things worse?

Been building these for a while and I've noticed some patterns where automation backfires.

The worst one I saw - a D2C brand had a bot that would respond to every message including things like "I'm really upset, my package was damaged." Bot replied with a generic "Thanks for reaching out! Here are our top categories

Customer screenshot it and posted it on Twitter. Not great.

What are the cases where you've seen automation hurt more than help? Trying to build a mental model of where NOT to use bots.