(3-5 minute read time)
It’s Leeroy again, hope you’re all doing well
This mess is nearly over...!
(if this is the first update you see,
Please check the first letter i wrote on the 7th Dec > First Letter
The second I wrote on the 12th Dec > Second Letter)
So … remember the “bad things come in 3” - well now we’re dealing with the repercussions of the 3rd issue that happened;
The technical issue - Literally up to $20,000 in losses.
As you know, we want to be radically transparent with all of you…
Even though we did let you know that the portraits might not make it by Christmas, you deserve to be constantly updated with what’s happening.
You haven’t just bought a product from us, you’ve invested in us.
You are our shareholders and we don’t take this lightly.
Yes, there are a lot of angry customers, which is understandable - BUT we’re not going to rest until everyone is happy - no matter what.
To all the patient customers, again, we freaking love you. The continuous encouragement and positive messages are really helping the team and myself, thank you.
Angry or Happy we’re still offering over $200 in value as compensation to all who don’t refund as an apology and most of all as a token of appreciation <3
Don’t forget we’ll announce at the end of this month how we’ll roll this out - we just need to take care of this mess first
What’s happening now;
Due to this excruciating technical issue, a few things happened;
1- Plenty of customers did not choose portraits
2- Customers who did choose portraits, the back end of the platform gave us mixed data.
3- Customers picked 1 portrait and uploaded 2 different Pets
4- To speed up the process we sent a lot of orders to production - this is what caused most of the losses
Well, a lot of customers are receiving the wrong portraits. So?
We’ve paid for it’s design, production & shipping and now, no doubt, we will be paying for the replacements.
(rightfully so - we will not compromise quality or service due to any kind of mistake)
- I haven’t received my HD image yet - Will i get it soon?
You WILL receive them very soon before Christmas. Please keep an eye on your inbox and spam/junk folder.
I received my HD images but they’re the wrong portrait per pet.
As we mentioned on the HD email, please reply to it immediately so that our Artist’s can work on them (this will take between 24-78 hrs)
- I received the wrong portrait canvas/poster, what the hell...??!
Yes, the last wave of the aftermath from the technical issues that happened (which has been since fixed)
>>> We are working on replacing ALL these portraits ASAP <<<
We will replace every wrong portrait for free, just please make sure to reply to the HD image email or contact us immediately at firstname.lastname@example.org
- I’m moving to a different address - what do i do to make sure i get my portraits?
Email us as soon as possible to let us know and we’ll make sure you get it even if you moved to the moon. We’ll go there and back to make you happy.
- When will i be receiving my order?
A lot has gone into production already, the ones that haven’t will be going into production in the next 3-5 workdays.
I’d love to be more specific but there are around 1500 orders, it’s impossible to do so.
Please note, you will receive a shipping notification / tracking number via email once it ships out.
Please remember, once it gets to production that takes 4-5 workdays, then it will be shipped and you’ll receive the email.
I know you guys already knew that there was going to be a delay but again we’re sorry for this delay.
- I asked for a refund, where is it?
For those who haven't received your refund yet, please let us know.
One of the technical issues was that we were able to refund from the backend of our store, and it showed as refunded. Although because we were using a 3rd party checkout software, we learned that we had to manually do it from there instead of only from our store.
We truly do not want unhappy customers - simply let us know and we'll process it the manual way.
For those who have contacted us wanting a refund and have not heard back, again we're receiving 200-300 messages per day.
We will refund you as soon as we get to your message, please don't worry we'd rather refund you, gain your trust and perhaps you'll change your mind in the future rather than completely lose you as a customer.
- Have we forgotten about you?
HELL NO - we will be getting to every single customer, the angry, the patient, EVERYONE!
We’re still receiving 200-300 messages per day - the customer service team still has not had a day off since they started 2 weeks ago (thank you so much Richard & Cleo) - we really appreciate your patience everyone.
Even B, is pulling looonnnggg days right out of her hospital release every day, to make sure we get to everyone.
My brother, Nad, also is working his b*tt off and has not had 1 day off and is working 10-12+ hrs per day.
Even his fiance Nanou has joined and helping us outside of her full-time job!! (thank you guys so much)
Me? No rest for me - I am an Australian based out of Thailand, I canceled my Christmas trip back home to stay here and focus on the recovery of the business and to make sure every customer is attended to.
Is this a call for sympathy? Absolutely not, I just want you to know how dedicated we are to achieving the ability to provide you with an excellent experience. Not a good experience, but an excellent one.
It might not be now, but I'll be damned if we don’t achieve it by next month.
We’ve lost a huge amount of money, but no amount of loss hurts more than letting down our customers.
So, again I'm personally very sorry about this. I will not rest until we achieve our goal of providing an excellent service that’s heartwarming and smile-inducing.
The team and I wish you and your family a very Merry Christmas full of joy, laughter, and love!
Thank you all again for your patience & understanding. We’ll make sure to make it up to everyone.
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.