First of all, I'd like to state that no matter what was in my email, it is never ok to publicly talk bad about a customer, let alone in your own brand's Facebook group. That is something that business owners need to deal with on their own time, and act professional in a public setting. I was by no means doing what was said, but for full disclosure, I'll include screenshots of my emails back and forth. And especially considering the person who emailed was in the group? That's just not OK.
Here's a little summation of my issue: For some reason my Vanishing Cabinet subscription was never turned back on for May after they put it on hold for April. I sent an email as soon as I noticed I wasn't charged on the 4th, like I normally would have been. Here's what resulted. The blur on the bottom is because I originally sent these from my personal email address.
I got a reply in less than 24 hours.
Then I don't hear anything back for 10 days, so I ask for an update to my issue. Usually I would have sent another email earlier than 10 days later without hearing, I like to be on top of issues so they get handled as quickly as possible. But I wanted to give them the benefit of the doubt.
No reply. I email again, 3 days later.
And then still nothing. I begin to hear from friends who were charged that their subscriptions hadn't shipped yet. And they announced a new release was coming up, and their TAT was still quite high after they said they had since switched over to an inventory system. I am not sure that actually happened. Now maybe my email could have been worded differently, but I still don't think it's unreasonable considering I had not heard back for 14 days. I would have been fine with an email back explaining it still wasn't resolved. Just something, don't just ignore me because you haven't fixed the issue. Sometimes I have a different perspective because I have several friends who discuss their purchases and customer service experiences with various companies with me, so it's not just my experience I am seeing, but the overarching problems that have been going on for months.
There are plenty of ways to reply, deal with, or help me that were not post a passive aggressive post in your company's Facebook group about my email. You may note that nothing I said was a personal attack, but instead talking about the brand and company itself, which can be hard to separate. I try to do that as much as possible, because it's important to distinguish the difference. I know owners have a hard time with this as well, I can't imagine taking criticism about something you've worked so hard on to be easy. A simple apology would have done much more good than what was done. Hell, just a response would have been better.
They explained to us that Vanishing Cabinets would be sent this month in the order they billed and that the shop's current turnaround time would not affect them. I was pretty excited about that when I realized that the 4th was the first billing day, and meant I would be getting my subscription early in the month. As soon as I wasn't billed I notified them of the issue. 16 days later after my original email, and my issue still wasn't resolved. At this point, if I had been charged today, I wouldn't have seen my subscription until June at the earliest. Friends I spoke to who had been charged still had not had their subscriptions shipped. My subscriptions used to arrive on the 23rd of the month at the latest. It's obvious shipping as people were billed was not making them arrive any earlier like was promised. If you cannot stick to a promise made to your customers, communicate to us about it!
Because I discuss indie companies and issues with quite a few other ladies, I sometimes see problems that the rest of customers aren't seeing or aren't dealing with. With Notoriously Morbid, several had been dealing with a long TAT. Many who had actually been charged for their subscriptions were still waiting for it to actually ship. And it can be very discouraging to see a company not caught up on orders or subscriptions releasing new products. You begin to feel like the order you already made isn't important to them. I see companies often releasing new products when their turnaround time is going up and up, and I always wonder why they wouldn't rather get caught up on orders before shifting their focus to new products. And there were several months of the Vanishing Cabinet that just felt like everything was sub par and rushed.
I've been feeling dissatisfied with Notoriously Morbid more and more recently. And this was the nail in the coffin so to speak, as I do not appreciate being talked about in a group I am part of, or even if I wasn't in the group, as a way to try and get sympathy when no one has any idea what was really going on. Even if they wanted to make a post about it, there were plenty of other things to say than talking about a "hurtful and upsetting email", and saying they were being scolded or bullied. I have never been afraid of expressing my dissatisfaction with a company in an email to them. If you don't let them know you are unhappy, how are they supposed to do anything to help change that? But not once was it publicly talked about on the brand's Facebook group. And now people will wonder if they send a disgruntled email to them, if they will post about it publicly.
When their turnaround time was climbing higher and higher, they only once closed the shop. It seems very logical to me that if you cannot keep up with orders, shutting down the shop is probably going to be the best option for you, as well as your customers. But I don't own an indie business, and it's easy for me to say what should be done. I've increasingly felt like the product quality was suffering due to these issues. And you would think that if a customer is having an issue where they cannot give you money, you fix it as soon as possible. Again, I don't own an indie business, and it's easy for me to say what should be done. However, I watch them quite closely and some are more successful at what they do and how they treat their customers. Notoriously Morbid lost me as a customer and I think many others as well.
I will be adding a link to this post to all of my past reviews.