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John Cena was the biggest babyface of his generation and is one of the most recognized names from WWE outside of the wrestling industry today, especially after transitioning his career into Hollywood. However, even at the peak of his popularity, many fans criticized his booking, calling for him to either be booked less or turn heel to switch things up.
In spite of the fans calling for Cena's heel turn, it would never happen again under Vince McMahon, and fans would only see a heel Cena during TKO's WWE regime. According to John 'Bradshaw' Layfield, the reason McMahon was so against this was after seeing the audience reaction years prior to Cena.
"You wonder why they never turned Cena? 'Cause they turned [Stone Cold Steve] Austin, and Austin was, the merch that Austin – Steve – was selling was ridiculous, and Vince learned his lesson," JBL claimed during an episode of "Something To Wrestle." He further claimed that he sat through many meetings where people brought up Cena turning heel, but McMahon would always immediately dismiss it.
Austin's first heel turn at WrestleMania X-Seven was already controversial, but his WCW Invasion heel turn has been criticized over the years, as many noted it made no sense for him to side with WCW while others have recalled that the fans simply didn't accept him as a heel and continued to cheer him. However, as JBL explained, the real reason that WWE walked the decision back was the insane amounts of merch that Austin sold, which would likely have been the same situation with Cena at the height of his fame.
'The Rattlesnake' himself has commented on his WrestleMania X-Seven heel turn in the past, taking ownership of the idea while admitting that it was the worst call he's ever made.
If you use any quotes from this article, please credit "Something To Wrestle," and provide a h/t to Wrestling Inc. for the transcription.