Tuesday, 15 July 2014

Random Thoughts

It's been a hectic week for our team and we'd like to say a big THANK YOU for the overwhelming support and encouragement for our re-launch! It was really pleasant to receive nice comments from our friends, business partners, and customers about our new site. We're really glad you love the revamped site and we definitely want to hear more from you - tell us how else we can improve!

Anyway, this will be a short and quick post - there are a few concerns our team would like to address, mostly from the feedback that's been coming in the past week.

Firstly, if you're on our blog, you must already know about our "Think you know ELLYSAGE?" quiz. When we came up with the idea, we just wanted for it to be a way to thank our customers for their support. If you don't already know, it doesn't really matter if your answer was right or wrong. Either way, we will still give you the $5 store credits, all you need to do is to complete the quiz and enter your email address!

What happened out of goodwill on our part, turned out to be a disappointment for some of our customers. Our sales team received harsh emails from customers reprimanding us for not crediting their account in a timely manner. We would like to apologize, and explain again that the quiz is hosted by an external partner. As a result, we only receive the quiz submissions at the end of the day (sometimes only 1 or 2 days later). This prevents us from crediting your account instantly. Please also understand that we want to give you the store credits and we're not trying to withhold it intentionally, so please be patient with us and trust that we're doing everything we can to speed up the process. And to our customers who sent in really sweet and touching emails, thank YOU for making our day a little brighter :)

Secondly, our team has been really hard at work, trying to make sure that all parcels are mailed within 1-2 days upon receiving your payment. With the launch of our new site last week, we rushed out tons of orders within the first day and had to delay the posting of a few parcels to the day after. Unfortunately for us, we received feedback that we did not manage the flow of dispatching our parcels well, simply because of the 1 day delay. We have taken this feedback seriously and can assure all our customers that it was an isolated incident. We simply had way too many registered parcels last Monday and carrying close to 10 kilos of parcels from our office to the post office is really a challenge - unfortunately for us, we do not have the luxury of driving to the post office.

Nonetheless, we are extremely appreciative of the feedback that has been flowing in, and we actually want to hear more from you! What are your thoughts? Would you kindly share your experiences?

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