- Thu Apr 09, 2015 11:37 pm
#61331
[quote=61285]@keyser,
Thank you for your feedback. It is important for us to hear these things.<br>
Here is what happened.<br>
We had a lot of pre-orders for which we had enough stock. Everything was going well.<br>
At some point and closer to the release date a US retailer came in with a big and unexpected order. And this is where the problem happened: Our distributor/warehouse automatically fulfills retail orders without checking with us the status of the pre-order.<br>
In simple terms: there was no communication between the distributor’s warehouse and our store operator. The reason? This has never happened in the past. We always had enough stock to fulfill pre-orders and retail orders.<br>
Then to make matter worse (but with good benefits), the film’s distributor pushed the link to our webstore which increased the number of pre-order during a period of 24 hours. This is when we had to block the store.
Our mistake is to not have monitored carefully our pre-orders in relation to retail orders. But pre-orders are fulfilled in the order they were submitted.
We have learned our lesson and this won’t happen again. We knew we had a solid project on our hands but honestly didn’t expect such a high demand for the vinyl. It is a good problem to have I would say. We are correcting it and are rushing manufacturing on the second pressing.
Regarding the digital download, please send me your order number and I will have the store operator send it to you ASAP.
best
JC
[/quote]
Hi JC,
Thank you so much for your detailed response. It means a lot to a customer such as myself, and I absolutely applaud the way that you have communicated with your customers via this forum. As disappointed as I have been, your response has done a world of good in restoring faith. Thank you. I appreciate you taking my criticism without offence and acknowledging concerns, as I know it is not easy to hear.
I will send you the order number shortly. I look forward to many future orders with Milan. Keep up the great work.
Thank you for your feedback. It is important for us to hear these things.<br>
Here is what happened.<br>
We had a lot of pre-orders for which we had enough stock. Everything was going well.<br>
At some point and closer to the release date a US retailer came in with a big and unexpected order. And this is where the problem happened: Our distributor/warehouse automatically fulfills retail orders without checking with us the status of the pre-order.<br>
In simple terms: there was no communication between the distributor’s warehouse and our store operator. The reason? This has never happened in the past. We always had enough stock to fulfill pre-orders and retail orders.<br>
Then to make matter worse (but with good benefits), the film’s distributor pushed the link to our webstore which increased the number of pre-order during a period of 24 hours. This is when we had to block the store.
Our mistake is to not have monitored carefully our pre-orders in relation to retail orders. But pre-orders are fulfilled in the order they were submitted.
We have learned our lesson and this won’t happen again. We knew we had a solid project on our hands but honestly didn’t expect such a high demand for the vinyl. It is a good problem to have I would say. We are correcting it and are rushing manufacturing on the second pressing.
Regarding the digital download, please send me your order number and I will have the store operator send it to you ASAP.
best
JC
[/quote]
Hi JC,
Thank you so much for your detailed response. It means a lot to a customer such as myself, and I absolutely applaud the way that you have communicated with your customers via this forum. As disappointed as I have been, your response has done a world of good in restoring faith. Thank you. I appreciate you taking my criticism without offence and acknowledging concerns, as I know it is not easy to hear.
I will send you the order number shortly. I look forward to many future orders with Milan. Keep up the great work.
I know my behavior can be... erratic sometimes.
