I'd like to extend our thanks to everyone who helps us out be completing our follow up survey. Every week we get tonnes of responses which are tremendously helpful in helping us improve. I personally read every single one of the submissions, as does Ailene (head of customer service) and we share them with our teams each week.
Firstly, thanks to all the praise we receive, I am often overwhelmed by how much positive word of mouth we are receiving. It really is great having such a loyal group of customers who really get behind the company because ultimately that means that we can give back so much more (hence we have the ability to do those crazy sales you won't find anywhere else!).
We've received a lot of feedback on deliveries, especially parcels calling cards not being left by Australia Post or Fastway which thus causes inconveniences. What we have done is implemented a new tracking system to keep you in the loop so we will SMS and/or email you a problem arises. So when you go through checkout, be sure to leave your mobile number to receive an instant notification from us. Hopefully this will help reduce issues surrounding receiving your delivery.
On this note, we had a few customers affected by a bug in our system which thought that a parcel had been delivered while it was still in transit. Apologies about this, but this issue is now fixed up. Greatly appreciate the feedback!
Also, if you prefer either Australia Post or Fastway, please feel free to request one or the other when going through checkout. In most cases we can change the carrier to suit your request (an exception would be that Fastway cannot deliver to certain area's and also to PO boxes).
We also receive a lot of feedback on the website. It's very mixed - lots of people love it, and lots of people don't. So I'm particularly keen on getting some specific feedback on the problems that you are facing when using the site so we can improve this. If you have any specific feedback at all on the website, please forward it over to us because this is a very high priority for us to improve your experience. (Oh and by the way, our website did crash last week during peak time for about an hour with our big promotion...so we're very sorry about that!!)
That's it for this week's update. Thanks again for your very strong support and should you ever have any idea's for us to take things to the next level for you, we're always listening!
- Jay (CEO)