I want to apologize to any of you that we disappointed this holiday season. Many of you had to wait far too long to get your order, and in some cases we failed to get it to you before Christmas. I am so sorry we let some of you down at this time of year that’s like no other – when family and friends come together to express their love with gifts.
So what happened? We got blindsided. We started getting crushed with orders in October (far more than we had projected), and it never let up. In early November we stopped all of our holiday marketing – no more mailings, no more emails, no more online marketing – but the orders kept coming in at a blistering pace.
We hustled and purchased dozens of new machines and hired as many people as we could. Even so, we were so overwhelmed with orders that we had to stop guaranteeing delivery before Christmas on December 1st. By that time we had been flooded with over 100,000 orders to fulfill. I have never seen anything like it in my 21 years of running this company.
Though we gave our all and worked around the clock to fulfill orders, we still let some of you down – and I am sincerely sorry for that.
I understand if you choose not to order from us again. But if you do give us another chance, know that plans are already underway to do everything it takes to improve our production and fulfillment capacity so we can better serve you during peak seasons.
We have worked hard over the years to build up our reputation as an honest and dependable company that truly cares about our customers. But we really blew it this year. We simply couldn’t keep up with unexpectedly high volume of orders that came our way. Know that we won’t rest until we fix this. We have not forgotten that you’re the reason we are here.
Nathan A. Depew