I also sent this out in a newsletter, if you're not signed up, you can read all about it right here.
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This regards all orders placed during our Cyber Monday Event!
Our goal at Haus Of Gloi is to provide our customers with a reliable and hassle free shopping experience. Yesterday we failed you. During the first few minutes of the Cyber Monday event, our website experienced unprecedented traffic volumes - this combined with the limited amount of stock on some items resulted in several significant cart errors.
When the items first went live orders were being placed faster than our webhost's servers were able to update inventory (we were processing an order once every 15 seconds). The result is that our cart system malfunctioned and allowed orders to clear with sold out items.
This situation has effected these products: sale soaps, last chance perfumes and old stock Reverie items. Customers who ordered new release Yule Reverie items WILL receive their items. Customers whose orders have been affected will receive refunds for unavailable items and shipping charges will be reduced accordingly.
We will be contacting affected customers individually with refunds and updated order status by the end of today (11/30).
Britton and I feel tremendously blessed to have such a large group of wonderful and loyal customers who have brought us such success. It devastates us to have to disappoint so many of you in this way.
We will do everything in our power to make this right - your trust is the most valuable thing to us.
With deepest apologies and gratitude,
Matt Seeman
Co-owner/Shipping Manager
Haus Of Gloi
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I just have to commend you for taking the time to issue an apology and arrange contact with customers. There's a big-name company that had a similar mishap recently who could definately learn something about customer service from you guys.
ReplyDeleteOh no I really hope my order isn't too affected if it is I'm out a few x-mas gifts :S
ReplyDeleteYou just couldn't have predicted it being as crazy busy as it obviously was.
ReplyDeleteLike Shattered said, it's very good you are letting customers know there was a problem quickly.
Thank you for letting us know so quickly. I'm sorry that some of us will be disappointed, but I am happy for you that business is doing so well :) Thanks again; we appreciate your candor.
ReplyDeletecompletely understandable.
ReplyDeleteSadly, I was one of the affected, but it's not a big deal at all because it's completely understandable. I really appreciate the fast response and notification. Thanks!
ReplyDeleteAnyway, do you plan on restocking your soaps for your main line of scents? I know they're being reformulated, but I'm hoping to purchase a couple as a Christmas gift.
A third Reverie with Maple Creme would make it all better **hint hint** :D
ReplyDeleteAww guys we understand, was a bit manic. and nodding with Crystal abut the maple creme.
ReplyDeleteI'd like to throw in my support for Maple Creme! I am officially obsessed with your products :)
ReplyDelete