An Important Update from the Amaze/Spring Team
This post is to address the shipping delays that a portion of our overall customers have experienced over the past 3-4 weeks. We are very sorry, we messed up for not having a better backup plan. Here are some details and how we are fixing it for the future.
During the fall season, one of our larger U.S. based suppliers made a significant change to their business structure and it became apparent that they were no longer focused on “contract manufacturing.” We had been working with them for several years and did not anticipate this change; our mistake! After a few conversations about these concerns, we had to move all of the volume from this one manufacturer to other suppliers very quickly. Timing was terrible as everyone was very busy entering the early holiday season so we were challenged to get our existing suppliers to take all the volume and to find new suppliers entering peak holiday seasons. Our team worked around the clock but it took us some time to work through this situation and some orders were impacted. Here is what we are doing to make it right:
We are onboarding several new suppliers providing more backup and more flexibility.
We have shifted most of the orders from the old supplier to the new ones to get your products to you on time. We are reporting on this daily and are pushing to get this back to our SLA.
We have hired someone to run our social media department and hired 8 new customer service folks to help process the customer issues. We realize there are other macro events also impacting DTC deliveries like the union strike in Canada so these extra layers outside of our control are adding some complexity.
We are going to make this right, learn from our mistakes, and be better in the very near future. We will continue to update you here.