Take a stroll through the thread. Its bad optics, Ill give you a starting list.
1) Fake stock counts on your website.
2) Complaining about your website and its design.
3) Continually slipping delivery dates
4) Product sku changes resulting in duplicate orders, canceled orders, reissued orders
5) Blaming each other for problems with fulfillment
6) Blaming the fulfillment company for issues, which sure seems more of an issue with the above.
7) Jason out here fulfilling orders which supposedly he wasnt supposed to be doing and he did it wrong. Then went on vacation? Are there even two people?
8) Ton of people on facebook ads also wondering where their mats are?
Im not the first person to criticize you, Im sure I wont be the last. Until you get stuff sorted, I would not order from you guys, Good luck
Most of your complaints are fair and due to failure of handling important responsibilities.
This company is a 50/50 business actively run by two people and a few 3rd party service providers with passive partners and investors.
My 50%
Design products and find appropriate suppliers for the product.
Manage product manufacturing, quality control, loading, shipping, import, customs, etc.
Designing a proper fulfillment system to get those products to customers (developing a relationship with redstag and amazon).
Provide consultative support to Jason if he has issues with his side of the business.
Jason's 50%
Manage the dedicated team(s)/people running/developing ads and website content (stock counts included)
Post on social media/forums here and there to relay important information and generate demand (ship dates, timelines, etc)
General customer service if people have issues with the website or do not understand something
Combined duties (100%)
Dedicated effort to be available for any issues that may happen, and to cover for a partner who is unable to respond to his duties for reasons of sickness, death, etc.
I will be 100% here and say that so far, our fulfillment company (redstag) has not failed in their roles. Every single issue I have investigated has turned out to be user error, which is quite refreshing from such a large company and more troubling in other ways. The only major problem we've had with them so far is creases (due to not knowing about placing cardboard between folded mats) and shipping boxes arriving a bit messy (could be a number of reasons for that).
Now, if the website and ads are saying wrong information, the social media is wrong, the customers are being improperly serviced or provided with bad information, and due to issues with the website sku system the orders are being improperly routed or sent to the wrong corresponding product... well, you get an idea where the problem is. And if that problem maker happens to plan a vacation during a very essential period without mentioning it until the last second... well...
So I have already expressed my complaints to the partnership and our investor(s) and a solution will be found to remedy this issue very quickly.
You may call this dirty laundry, I call it accountability. I call it essential communication with people buying from us and to the community to acknowledge our shortcomings and our goal to improve. I rather people know too much about the sausage being made than being left in the dark and excluded from the process of a company they helped create with their support. This isn't soylent green. There are thousands of shady unknown businesses on the planet that are able to supply you with product at whatever price point you desire. You can get a part from tesla directly, from a 3rd party random-letter aliexpress brand, or from a guy on criagslist who refuses to tell you his name. And you may or may not want to do business with some of those people if you knew who they were and how they got their products, We're not one of those businesses. You will know everything about our company if it is something that needs to be discussed (unless you want me to go in depth about shipping rates and import tax laws
).
