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 offer some insights into common subscriber inquiries: what you can and cannot do through the subscriber portal, how our billing schedule works, and so forth.
Customers are able to cancel their subscriptions through our subscriber portal, however we do not currently offer the option to change one’s subscription level or billing date. These are easy to handle on the customer support end, although we understand the frustration of waiting for an email response while one’s billing date is looming. Refunds are easy for us to process, too– in the event that we do not get to you before you are billed for your next shipment, we will do our best to rectify the situation and make sure you get what you want. While our response time is subpar, we have an excellent track record of issuing refunds where they are requested, and we have no malicious desire to take your money without providing goods in return.
New subscriptions are billed once, for the first shipment, on the day this order is placed. No further charges will be issued until your first month’s order has been shipped, at which point you will be automatically billed 1-2 weeks before you receive each shipment. While we understand the inconvenience given our current shipping timetable, please rest assured that we are actively working toward real-time order fulfillment.
The delay between billing and shipping of reorders is an understandably frustrating one, and one which we are taking specific steps to eliminate in the near future. Improvements to the current subscription billing system are in the works, so stay tuned!
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.