Saturday, May 28, 2016
Addressing the TAT Issue
Good Morning Clan,
I hope you are all having a fine start to your Memorial Day weekend. Please remember what this weekend signifies and take a moment to pay your respects to our fallen soldiers this weekend. That said, I need to address something that seems to be becoming an issue. And that is our TAT. I'd like to preface this by saying a huge thank you to all of you that have been so kind, patient and supportive through-out this time of growth. We love you all <3
So, the past week in a half or so we have been getting disgruntled emails & reviews that our TAT is too long and that we have been remiss is communicating with our customers about that. I would like to point out a paragraph taken directly from our Shipping & Policies page which when making a purchase, everyone has to check a box stating that they have read and agree to before they check out.
"We are what is known as a "custom" shop. Many of our product are custom orders. With the exception of our Luxury Cold Process Soap and some Artisan Wax products, our products are made fresh when you order to ensure the best quality and maximum shelf life. We DO NOT have RTS items sitting on the shelf ready to toss into boxes. We are also a small "Mom & Pop" (literally) Indie Business. Just the two of us, a husband and wife operation. Due to this custom handmade nature, please allow a minimum of 10-25 business days for processing in addition to 5-15 business days shipping time, for your order to arrive. International orders may take up to 45 business days to arrive depending on certain customs regulations. Our mail carrier picks up between 2:00 pm - 4:00 pm PST and they are no longer allowed to scan packages. So keep in mind that if you received a shipping notice from us, your package WILL NOT likely be scanned until 6:00 that night or as late as the next day when the main carrier comes from Eugene for the bulk pick-up."
I would also like to point out that Matt posts to the group almost every day where we are at progress wise on the orders. Posting what order dates we are working on and which ones have finished processing and have shipped. So I feel that we do a pretty good job of keeping everyone "in the know" on the progress of their orders.
Yes, I know that it is frustrating sometimes to have to wait for your product. And I know that it can be a bit irritating when you get an email asking you to review a product that you haven't even received yet. Believe me, we DO understand. We are working 7 days a week. Most days, Matt puts in over 12 hours a day. We feel just as bad as you do that our TAT is no longer just 7 days. But with the newly found growth and the higher demand for custom products, that just is no longer feasible. And it does us no good when we get ugly emails and ugly reviews from angry people who have already "supposedly" read & agreed to the policies that offer them full disclosure on this subject. It only adds more stress to the pile. The options are that we can either stop being the unique custom shop that we enjoy being and have worked so hard to build a reputation for, or we can become an exclusive shop that only opens for restocks then closes up for months at a time cutting off our customers for the majority of the year. Or we can "conform" and become a carbon copy of all the other B&B shops in the sea of grey indie shops with products made from pre-made bases and designer dupe fragrances. Or we can go on like we have been and folks can learn to be patient, understanding. Or, at the risk of sounding arrogant, which I'm really not, you're getting some of the best damn product you will find in the indie bath & body world AND you're being treated like royalty with every order packed as if was being sent to a King or Queen. And if waiting for that kind of special quality upsets you, then maybe we're not the right company for you and you would be happier shopping at Bath & Body Works.
Posted by Donna at 10:56 AM