Hi everyone - George from TESMAT here. Reading your terrible experiences with my company really sucked but it was something I needed to hear and am actively working on. I sincerely apologize for those who I did not get back to in a timely manner. We're experiencing a lot of growing pains as a new company born in a COVID era and I am learning to factor a lot more lee way time in almost all areas of our supply chain because there are delays across the board. I know TESMAT seems like a very simple product but we work with many different manufacturers from our foam manufacturer, to our textiles, to a strapping manufacturer, magnetic buckles, cooler carrying case, etc. A delay in any component can push the entire shipment date and it's been very difficult keeping all these different vendors in line and on schedule.
The expected delivery timeframe was always located above the product description in bold and highlighted in orange. I learned that this wasn't visible enough due to hearing of many customers not being aware of when their product would ship. I think this is because it was highlighted in orange which is the site's theme color. I changed this to yellow so it sticks out more and I think customers are more aware of the expected delivery time. There was about a 2 week period in late July when orders were marked as expected to ship in early September. This wound up being pushed to mid October and I can't apologize enough for this delay.
Contrary to what someone in this thread guessed, we are not collecting a bunch of preorders and then sending them to be manufactured. We are actively manufacturing these as fast as we can. The current backorder is listed as shipping in late November, but I am aiming to beat that estimate by shipping all existing orders before November 15th. We then should have enough stock to be able to ship out orders immediately as they come in, eliminating backorders from now on.
My customer service and response time 100% needs work, but I do reply to all emails. 90% of the emails I receive are from customers anxious to receive their product and I'm hoping to eliminate the need for these emails to be even sent within the next 2 weeks once our backorder has been fulfilled. This will clear up the lines for much faster email support.
If you guys have any questions or more feedback, I am happy to listen and answer. Thank you to whoever started this thread and gave me this beating because I needed it!