Welcome.

First and foremost, we’ve created our new blog as an opportunity to create more transparency and allow for a more formal update of new products, event recaps, and another platform for customer service.

52 Shades of Delay

Last night, Packer Tees was covered in a story by WBAY-2, a TV station out of Green Bay, WI based on some complaints by current and/or past customers.

While the statements made in the recent article posted by WBAY aren’t completely accurate, we did initially have some difficulties keeping our products in stock when we launched the 52 Shades of Clay t-shirt. We launched a pre-order form on our Facebook page in an attempt to gauge interest and we were overwhelmed by the response – which is an amazing thing but we were understaffed and didn’t anticipate such a huge response. While we’ve done pre-orders in the past, this one went viral pretty quickly and gained a lot of traction amongst fans and members of our Facebook page going from 4,800 fans at the end of August, to where we are now with 30,783 fans.

The problem that we encountered resulting in the delay of the recent shipments was in our inventory tracking system. There was a period of server downtime that made the numbers on our back-end inaccurate resulting in products being oversold when really they were out of stock.

We believe we handled the situation to the best of our ability and hope to gain back your trust and support. Below is an excerpt from the email that was sent to those awaiting their orders due to the delay as well as to WBAY when researching the situation:

“…We’re very sorry for the delay and lack of good communication that you as a customer deserve and we want to make up for it! We are going to refund your purchase 100%, but are still going to ship the original item(s) that you purchased completely free of charge. That’s right – no cost to you (for either the item or the shipping), with free koozies added into every order!”

The merchandise that was out of stock was received and shipped out on Tuesday and Wednesday of this past week so all outstanding orders have been fulfilled and all that remains is the completion of refunds to those same individuals.

Our Promise To You

We’re very grateful for all of the support and we’ve learned a lot over the last 6 months when it comes to being able to meet the needs and requirements of higher volumes of orders. As of today, we are implementing new policies and procedures in regards to our order processing, customer service and communication, and overall transparency.

For starters, we’re continuing our adjusted policy on pre-orders and will refrain from allowing items on back-order, out of stock, or coming soon to be purchased through the site. Although sometimes it’s beneficial, we’ve seen that the majority of complications and confusion comes when we have an item listed to ship on the expected date of arrival in our warehouse and a delay arises or it’s not clearly and prominently displayed to you, the customer.

Additionally, we are implementing a new shipping policy that states your order will be packed and shipped out of our warehouse within 2 standard business days. If you don’t receive a shipping confirmation email at the email address listed on your PayPal account before the end of the 2nd business day (2 full business days not including the day of purchase), your order will be on us! That’s right – we will refund your complete purchase (product and shipping costs) and ship you the original items that were in your order completely free of cost.

In Closing

We offer up our sincerest apologies for all of the confusion, frustration, and inconvenience the situation may have caused you. We absolutely value every one of you as a customer and supporter and hope to gain back your trust as we dedicate ourselves to offer far superior service from this day forward.
Thank you for your patience and understanding and please let us know if you have any questions or concerns.

Last but not least,

ROLL CHEESE!

Sincerely,
Brandon and Andrew
Co-Founders of Packer Tees