Dear valued customers,
I hope this message finds you well during this festive season. We are putting out this statement to you today to express our sincere apologies for the delays in your recent orders, and the resulting inconveniences you may have experienced.
Regrettably, our entire staff recently faced an unexpected and challenging situation as we were all affected by a wave of COVID-19 illnesses simultaneously. This unforeseen circumstance greatly impacted our ability to fulfill orders promptly, leading to a delay of approximately three weeks. We understand the frustration and disappointment this may have caused, especially during the holiday season.
The situation was exacerbated by the Christmas rush, as we fell ill around Black Friday—a time when we extended a generous 40% off promotion, resulting in an overwhelming surge of orders and a significant backlog. We acknowledge the strain this placed on our operations and, most importantly, on your experience with us.
To express our heartfelt apologies and appreciation for your understanding, we would like to offer you a special discount code, "SORRY," which you can apply at checkout for a 30% discount on your next purchase.
In response to this unfortunate incident, we have taken immediate action to prevent a recurrence in the future. We are pleased to inform you that we have outsourced our shipping and distribution processes off-site. This strategic decision will help us better navigate unexpected challenges and ensure a smoother, more efficient experience for you moving forward.
During this difficult time, we also encountered challenges with our email servers and phone lines due to the absence of technical support while our team members were unwell. We are aware of some email bouncebacks and phone issues that may have occurred, and we sincerely apologize for any communication lapses.
All services have now resumed normal operations and all orders were dispatched over a week ago. We are deeply sorry for this inconvenience and we want to assure you that your order is on the way. We will resume calls and emails from the 27th of December and are available for calls and queries to any orders that still may be outstanding.
Please rest assured that we have since implemented measures to address these technical issues and improve our overall communication channels.
Once again, we extend our deepest apologies for any inconvenience caused by these unforeseen circumstances. We value your continued support and understanding as we strive to enhance our services and prevent such challenges in the future.
Thank you for your patience and loyalty.
We are slowly resuming full strength and deeply appreciate your patience and understanding.