Good Morning folks.
I have bad news. I am heart sick to be here on the blog the morning after a release posting this, but I have been let down by my manufacturer.
I will be emailing everyone who holds an order with us individually to chat to them about this development, but in a nutshell here is what I know.
I was advised early this week that there might be a possible delay on some of the sets due to circumstances at the manufacturer. I duly announced this on the blog. Before the release opened I was told that some of the sets had shipped and would be followed shortly by the rest. This was in keeping with what I was told and so I was fine with that.
I awoke this morning to an email from my main manufacturer that there will be further delays regarding the release stock. On my customers behalf, I am not willing to just accept this and so it is with a really heavy heart that I am going to commence refunding the entire batch of release orders. I am so very, very sorry for the disappointment.
I would like to stress, I will email each person individually with their refund and whatever information I have regarding their order, so please wait for that email, I will be working all weekend on this.
I have disabled back-ordering at the store and I will also be emailing anyone still awaiting previously back-ordered items if their order is affected by this.
The store is now only able to accept orders for those items that we currently hold in stock. I very much regret the inevitable inconvenience this will cause.
Ed - could I also stress that the manufacturing folks are suffering through this also, nobody sets out to have production woes, and this has been a testing time for them also.
Saturday 25 August 2012
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Hi, I’m Claire Brennan and I'm a crafter. I am currently designing new stamps for Gina K Designs as well as prepping some of the popular WMS sets for re-release with Gina - it doesn't get any better! Thanks for stopping by, sure hope you see something different here!
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Oh Claire this Certainly is Not your Fault! I'd say it is pretty Lousy of your manufacturer to not have contacted you personally by phone sooner. That however is beyond your control. You have done so much work and have had nothing but the best intentions. You informed us that there may be a problem with some of the order. However, I think you are being very hard on yourself. I would say to sit tight and wait till you speak to him. Then you'll have a clearer idea of how long it will be. It seems like an overwhelming amount of work, to find out that it all may be there by sometime next week.
ReplyDeleteTake a break after the week you've had and talk to them on Monday. Bless you for all you do!
Cynde
I'm so sorry to hear this, i hope that you will be able to find a way to sort things out with the manufacturer.
ReplyDeleteTake care of yourself this is something that you can do nothing about.
Hugs Yvon.
Oh no Claire, I hope it gets sorted for you soon! What a palaver for you to deal with, big hugs xx
ReplyDeleteOh Claire, what a terrible thing to have happen especially on a bank holiday weekend. I don't envy you working so hard this weekend, but you do provide an excellent customer service and I am sure that all your customers will understand.
ReplyDeleteSending you hugs. Perhaps it's times to change your manufacturer?
hugs
Oh sweetie it is totally out of your hands and your customers will understand...one of the design teams I am on have the same thing happened so maybe you share the same manufacturer, we have had to postpone this months release because of it :( hopefully it will all get sorted soon....hugs, Bonnie x
ReplyDeleteI love your stamps. I have only recently seen them from Becca's site. I love the lantern and light and the 2 Sam passage. I will pray your distribution is able to continue without too long a delay. These are great stamps.
ReplyDeleteClaire, things happen beyond your control and that are not your fault. Do not feel bad, your customer support and satisfaction speaks for itself. We are all patient and willing to wait for something so good and wonderful as Waltzing Mouse Stamps. Love ya
ReplyDeleteOh, my. Something very rare these days. A retailer with integrity, concern for customers, and willingness to do hard work to make things right. You are a gem, Clare. I know this will work out but in the meantime, hang in there.
ReplyDeleteSo sorry to hear this Claire! I've been waiting for the 2011 Ornament set to be restocked - and I will gladly wait some more!! Thanks so much for keeping us up to date on what is happening. I hope your manufacturer comes through quickly for you (and us!).
ReplyDeleteYou have always had the best costumer service and I see that it's not changing anytime soon.
ReplyDeleteThis is a very nasty situation you are being put in and I truly hope your manufacturer will get his act together soon.
Thank you for keeping us all in the know Clare.
This is out of your control and you are a true gem my dear! :D
Claire - OMG, NOT YOUR FAULT. I would wait until Monday - the extra delay may only be a little extra time. It's so obvious what an awesome person you are to deal with. I'll be ordering again in a few weeks... love your work. Hope you decide to take a little time to yourself this weekend instead. Take care, Carla.
ReplyDeleteHope this won't impact your business in too negative a fashion Claire. To us it is just stamps, but to you it is your livelihood. Best wishes finding a new source of supply.
ReplyDeleteHi Claire,
ReplyDeleteAt least you have been open and honest with your customers. People will appreciate that. All the best!
You are handling this with style. Please don't fret!
ReplyDeleteOh, Claire, I got your e-mail and I feel so sorry for you. Your customer service is always PERFECT which makes me extra sorry that this should happen to you. You can't help it and I know we won't mind waiting a little longer for those wonderful sets . Hugs, Karin
ReplyDeleteOh Claire, how disappointing for all of us, but certainly not your fault! Please do not be too hard on yourself. I am so appreciative of the beauty you bring into our lives and the fantastic customer service. Waltzingmouse Stamps is such a lovely company to deal with on many levels! I'll be ready to order again in a few weeks; in fact, I was already regretting not including another stamp set in my order,so that I'm sure my next order will be even larger.
ReplyDeleteClaire, you are a wonderful business woman and your honesty and integrity is second to none. I am sure everyone understands that this is totally out of your hands. Customers are so awesome and understanding when businesses are honest and act with integrity. I am sure they will patiently wait for you top notch products to arrive.
ReplyDeleteHugs,
Gina K.
You always handle things with integrity. You won't lose customers with this kind of attitude. People understand and your honesty keeps them right there with you.
ReplyDeleteClaire, I am so sorry you've had to add this stress to your plate. I hope you find a resolution soon, and that you can move past this. No one will fault you, and as always, you've handled this with such honesty and integrity, which is so refreshing. Good luck!
ReplyDeleteI am so sorry that this has happened to you. But, I'd like to say that I am so impressed by the way you are handling this. You have the utmost integrity and ethics. My heart goes out to you, your employees, and your manufacturer. I'm sure that they will make it right in due time.
ReplyDeleteWhen our son was growing up, we always told him that life would have its share of challenges, and things would occasionally go off the rails – but it's how you handle it, and what you do about it that matters.
ReplyDeleteFrom the beginning of your lovely company, you have always made it abundantly clear that customer service is at the very top of your list of priorities. From everything I read on the papercrafting forums, this is what you're known for (that, and terrific products as well). The way you're handling this glitch is yet another example of why you have a stellar reputation.
Please don't over-fret this one. It will work out, just not in the way you'd hoped. Remember that you and your company are valued. You've worked hard to achieve this, and people are very understanding when they're treated respectfully, as you always seem to manage.
Oh Claire I hope this doesn't have a negative long term effect on your company. I love your stamp sets, not just for the images, which are great, but for the way you provide so much flexibility in your sets. You're a genius! Don't lose heart and rest until Monday when there is something you can do about it. Your products are worth waiting for.
ReplyDeleteClaire, a lot of companies would just sit tight, hold onto their customers money and hope for the best. It's testament to your excellent customer service that you have posted this. Big hugs for what will inevitably be a busy weekend.x
ReplyDeleteClaire - So sorry to hear that this is happening! It is out of your control and not your fault.
ReplyDeleteI personally don't mind waiting extra time for your wonderful products! I love your excellent customer service and how you keep us informed. Manufacturing problems happen and unforseen problems occur. I pray that it all comes together quickly without too much extra work on you and your helpers!
:) Jill / Seattle, WA
Bad stuff happens but it's all about how we deal with it. This is just a temporary glitch and we see that. Most importantly, we also see your honesty and integrity. That is priceless. You are one classy lady, Claire and I am honoured to be your customer. Thank you, from the bottom of my heart.
ReplyDeleteYou are amazing and are doing an amazing job handling this situation. I will keep you in my prayers.
ReplyDeleteClaire, you need not worry: we all love you and realize that these stamps are not a necessity in life and we are big girls and can wait for a few weeks. I'm just sorry for the extra stress that it has put on you in worry and the time it took to refund everyone their purchases. We'll still be here in 3 weeks, so just let us know when the stamps are in :-) Go and enjoy your family this weekend since you probably won't be filling too many orders!! BIG hugs, and relax since you have done all you could do!!!
ReplyDeleteAs usual, Claire, you have handled a problem with class and aplomb.
ReplyDeleteThe only negative here is that I'll have to wait a little longer for your beautiful new releases, but rest assured that I will wait.
Your service, communication and products are top notch. Count me as another loyal and completely happy customer.
OMG, Claire, I feel awful that you have had to deal with this! But as always, you have handled everything with such grace and care for your customers. You have the best customer service! I certainly don't mind waiting a bit for my order. Things will work out in the end. You have wonderful products and outstanding customer service so I'm sure your customers won't mind a little delay. Take care! HUGS!!!
ReplyDeleteClaire....it's going to be okay! Everything will work out and don't fret!!!! Things happen but, I know this must be disappointing and frustrating for you and if your manufacturer has always been reliable...I'm sure it is frustrating for them!!! All of us WMS "junkies" will just order again when they're here! You just get a little relaxing break but, we'll have you busy soon!!! Hugs!
ReplyDeleteClaire, you are one in a billion. I'm so sorry to hear about what you are going through, especially after such a beautiful release week.
ReplyDeleteI just need to send you a HUGE cyber-hug. I think you are amazing.
Waltzingmouse stamps are awesome so we will wait until their release...no problem. Companies have problems that are surely unintended. It is an awkward moment but not to worry, we've all had them. Until they guarantee a shipping date I think you are doing the exact right thing by returning peoples refunds so there will be no mixups in the future on this release. We're behind you!
ReplyDeleteNo worries Claire - I got your email and would just like to say please don't lose any sleep over this - stuff happens and it will sort itself out soon enough. Meanwhile we can all look forward to your next email letting us know when we can put our orders in again. I'd already spent way too much this month anyway! ;o)
ReplyDeleteso sorry this has happened.....WM is worth the wait! thanks for all you do!
ReplyDelete{{{hugs}}}
Hi Claire, I am so sorry you have to go through such a stressful and upsetting thing. You are an AMAZING businesswoman and have so much honesty and integrity - and have THE BEST customer service. Don't worry - we all love you and I am sure that I would speak for the masses that we love to shop with you no matter where we live because we know that you care so much about your customers and the quality of your products - and that you keep the channels of communication open at all times - and how much we appreciate that :-)
ReplyDeleteI hope the manufacturer can sort out their difficulties very soon - no doubt they will be feeling just as bad.
Sending you lots of {{{hugs}}} from Australia
Jocelyn XO
Hugs to you, Claire. I will be ordering when the new release is in stock. Your customers will stick with you!
ReplyDeleteFeel so sorry for you Claire...my heart goes out to you!
ReplyDeleteYou are so sweet and have such great customer service this ones again proofs it..take care!
What a dreadful turn of events. I hope this does not impact on your business too much and we will all be waiting to place our orders again once you have a reliable manufacturer.. Big hugs Sara
ReplyDeleteClaire, you are just the best...I am so sorry that you have to go through all that you are. I am impressed by how you and your sweet company are handling things, I have never seen any company go to the lengths that you are to make things right. I look forward to doing business with you for many years to come.
ReplyDeleteClaire - you are a LEGEND XOXOXOXO
ReplyDelete