Good evening. I’d like to apologies to all of our customers. Since November last year our service hasn’t been anywhere near as good as you would expect from an online retailer. Below I’m going to explain why issues have a occurred and also what we plan to do about it and make this better.
Late email replies:
Due to products being hand made by myself as a one man band sadly there are times when i can’t get to email customers back for a while. Another reason why some emails can get no reply or take a while to get a reply is because I use my iPhone, iPad and Macbook through out the days depending on what i have on. Sometimes if I’m in a meeting i will read you email but not reply, when i return home to my Macbook I reply to unread emails but due to a confusion of the two devices my ‘Mail’ client is “Unable to download content” from previous emails and so sometimes they are simply lost or mixed up between deices.
Long delivery dispatch times:
Since FS&S became very popular Christmas time and ever since Ive had an on going problem catching up on orders and restocking at the same time.
Back at the start of the year we had an issue with our franking machine and our service provider who had billed us a bill for the last company that used the machine which meant the machine could not be used until the balance was paid off. W had to provide proof that we were not the business that owed money but a new user of the service.
This meant there was no post for a while, with customers understandably emailing me asking about parcels where a bouts and tell me how angry they were with the service. I even had people questioning me if FS&S was a con, a scam set up to take money from people and not receive any product. Of course this was not the case and i was stuck between a rock and a hard place.
With a busy schedule and everything being done by yours truly from photos, editing, promotions, marketing, meetings, emails, production ,packaging design, packing, post office trips, web design, endless phone calls with suppliers and stockists, account and paperwork. I can often find it hard to meet the 4:45 cut off time to get to the postoffice in time for the last drop off. Regrettably this is sometimes on a Friday and means i won’t be sending it out until Monday evening.
Sometime it can be affected by stock. Sometimes i simply don’t have time to stock check and sadly i sometimes over sell and means producing more stock in an already tight schedule. This can sometimes add a week or so onto a customers order dispatch.
WHAT ARE WE(I) DOING ABOUT IT.
From the first Monday in April this year we will have a team together to offer second to none customer service. We will have a team awaiting your emails whether you are emailing about stocking our products, you have a question, you simply want to tell us we are brilliant or if you aren’t at all pleased with something.
This same team will be involved in packing your orders and taking a number a post office trips through out the day to make sure orders can be dispatched the same day and be with them within 2 days (in the UK).
We will have a team to produce our stock (still handmade of course, its what we are all about) to keep up with demand, with no more waiting around for new batches of product we can get orders out straight away.
With a team we are taking FS&S to the next level, with a bigger range, a better service and pulling out every stop a retail business should for its customers.
Id like to thank you for being a FS&S customer and promise you that from now things are simply getting better!
If you have been an FS&S customer before, send us an email with your previous order name/ number and address and we will offer you a one off 12 hour personal discount code to say sorry for our past service and thank you for choosing FS&S. The discount will be a huge 40% off everything in store, valid for 12 hours for a single use.
EMAIL ; email@example.com