Dear Beloved Customers Part 2
(3-5 minute read time)
It’s me, Leeroy, again, I just wanted to take a moment away from the chaos to write to you and keep everyone updated with what’s going on along the way...
if this is the first update you see, please check the first letter i wrote about a week ago > First Letter
1st part - Business update
2nd part - Orders update
1st part- Business update
First, just wow...how’d you guys make a grown man cry?
Seriously, I'm a 6’3, 220 pound big guy and I was moved to tears from all the compassion, understanding and encouragement from everyone through messages and emails = screw the news, faith super-restored in humanity <3
Honestly, love all you guys, this kind of stuff like acts of compassion and unity really hits me in the feels
Throughout this tough time, a lot of our motivation and encouragement to continue on came from all the nice messages - so from the bottom of my heart, thank you so much…!
So.... everyone has literally been working around the clock, don’t think anyone has seen sunlight in a few weeks lol!
After 2 painful weeks, B is just getting out of the hospital and we’re glad to report she’s feeling much better! Thank you all for wishing her well <3
(that didn’t stop her from working either - a lot of you would have been contacted by her recently as well!!)
Unfortunately after 2 weeks at the hospital...
> B accumulated a HEFTY hospital bill
So, of course, we’re going to help her out
because of you...
... We’re going to help her out tremendously with her hospital bill, we're only able to do so because of you lovely people who did not refund and chose to stick with us <3
So to those who have been patient & understanding, just know that you’re really helping out more than you could possibly imagine..
Special thank you to the whole team, to my brother Nadeem for tirelessly working around the clock, and the rest of them (especially the new people working hard to get to everyone) for making sure we put YOU, the customer, first.
2nd part; Orders update
We now have 2 Full time customer service people who have been thrown in the deep end to handle thousands of emails and messages. (with very little training, they’re doing a great job so far)
We’re now down to about 400-500 emails/messages which i believe we’ll have a response to EVERYONE in the next 3 workdays.
If you haven’t received any replies yet please bear with us, we’ll be with as soon as possible
We’re still doing interviews and hiring so we can provide you with fast 24/7 customer service in the future
Thank you for your patience..
Your Promised Free HD digital images
Okay, now after quite literally after manually handling over 8000 rows of data in excel, as of today our Artist’s have finished 75% of your HD portraits!! woohoooooo🎉
Will you get your HD images before Christmas to print & frame?
You certainly will, as a matter of fact, we’ve already been sending a lot out!
The rest of the HD Portraits will be done by MAX mid-next week.
You’ll receive 1 email per HD-image, so if you got a BOGO, you will receive 2 emails, 1 per portrait! (it’s just how the system works)
Problem: We received a lot of bad quality images & some customers checked out without choosing which portraits they want!
Solution: We’ve been emailing, messaging, calling everyone to ask for new pictures and to find out which portraits you’d like
- Even though we’re using ALL our resources to contact everyone as quickly as possible, this naturally is going to cause a slight delay BUT...
...PLEASE make sure to check your emails/phones (sometimes email goes to junk/spam) and try to get to us as quickly as possible so we can deliver 100% of HD images before Christmas!!
Next step, after our quality control team (B, Nad, and Sev) have approved designs (and customers who have chosen to approve) we’ll be sending your orders out to production!
This is the tricky part because we have to handle another ~6000 rows of data in excel sheet.
- We estimate 70% of USA orders will arrive in time for Christmas.
If not then it will be 3-7 workdays after Christmas.
- International orders will be slightly lower due to the proximity of our production partners.
If not then it will be 6-10 workdays after Christmas.
We know this is not the ideal situation, hence why we’re offering so much free stuff and value in return for your patience & understanding <3
Will there be mistakes with production/shipping? Murphy’s law tells us to expect the unexpected, so I would say yes...probably
Will we do whatever it takes to make you happy no matter what in health & sickness?
YOU BET WE WILL…tirelessly through thick & thin.
Even if you’re understandably angry, sad, want to punch us in the ear...
We're not going to leave you alone until you’re 110% happy… this is our philosophy and we’re not going to compromise it.
My A-team and I won’t accept it.
We're getting to every person who wants a refund, we're not interested in keeping the money to foster bad relationships so please do not worry we will process it ASAP
However, please don't get a refund and ALSO ask for the free stuff as some people have done...come on...that's not going to happen
YOUR FREE STUFFS
Just a reminder of what we’re offering to EVERYONE who’s been nice enough to wait a bit and doesn’t refund!
(Santa is definitely putting you on the good list this year <3)
Depending on what you purchased the *minimum* value & savings you get is way over $230 (so many free stuffs!)
- Free HD image per portrait of your current order
($19.95 x2 per portrait)
- BOGO savings ($50+ on our smallest products)
- Another Free HD image of your choice, any other portrait ($19.95)
- Two Free Posters ( 2x $29.95 - just cover shipping)
- Wholesale access, profits go to charity (over 60% savings $$)
We’ll announce the last 3 points at the end of December - we need a bit of time to recover and to make sure all customers get what they paid for.
Your happiness is our goal.
We back a 100% satisfaction guarantee where we’ll keep working on your beautiful Portraits & Products until you’re 110% happy with them
We wouldn’t be able to get through this without your patience, understanding & encouragement.
Thank you to each and every one of you!