Hi everyone, and thanks as always for your patience. We’d like to address some of this topic’s more frequently-raised issues.
We understand that our current customer support response time is far from optimal, and we’d like to clarify that every email is received and eventually responded to. The key complication at this point is the sheer volume of emails received; we resolve hundreds of customer inquiries each day, and this number is improving dramatically as we train our new customer service agents. We’d like to share some information that may illuminate our response patterns. The following graph represents our backlog of customer emails over the past two weeks:
As you can see, our backlog peaked in late January as we resolved a shipping delay, and has been dropping substantially ever since, even accounting for the enormous spike following an erroneous shipping notification email sent out on February 2nd. Though it may not appear so to the justifiably impatient customer waiting for a reply, we are indeed making steady improvement in this area. If we continue reducing our backlog at this rate, it should be eliminated in roughly two weeks.
Purpose of This Topic
Please understand that our intention for these official feedback topics is not to ignore customer complaints, but to consolidate them into a single area where we can provide general information more efficiently, while freeing up the rest of the discourse for broader discussion. While it pains us to see requests for individual support in this thread going unanswered, it is important to us that we focus our energies on addressing our email backlog so as not to leave anyone waiting even longer for a response. We appreciate your patience as we move toward more acceptable turnaround times, both in customer service and in order fulfillment.
We’d like to address some of the more common issues appearing in this topic: where we stand in our order backlog, the delay between billing and shipping, and the erroneous shipping notifications received on February 2nd.
We are currently beginning shipment of new orders placed in August– if you are still waiting on an order placed in July or earlier, please contact customer support and we will make sure you receive your shipment. If you placed your order in August or later, we will get to it as we move through the queue.
As you may know, our policy of prioritizing reorders makes it extremely difficult to estimate shipping times for first-time orders. We are steadily moving toward the day when everyone receives their Soylent in a timely manner, but we feel it is most important to ensure that our returning customers are able to maintain a reliable food supply.
As for our billing practices: we agree that the length of time that elapses between billing and shipping is not ideal, and we are working to remedy this situation for both first-time and returning customers. There are specific changes in the works for our billing system, so please stay tuned for upcoming announcements!
Finally, as many of you may already be aware, a script error earlier this week resulted in several thousand erroneous shipping notifications being sent out for orders which had previously been processed. An email has already been sent out to all affected customers, but we’d like to reiterate that no additional charges were incurred a result of this glitch, and that no existing orders have been affected.
We truly appreciate our customers’ extensive patience throughout this experience, and your feedback does not go unheard. We understand the frustration generated by these inconveniences, and we cannot blame you for wanting more prompt answers about where your money goes. Your complaints are valid and urgent, and we are taking concrete steps to improve our response. Everything will be made right in time, and we are actively working to ensure that that time is soon.