TO OUR DEAR VALUED CUSTOMERS,
I’m Andy, founder/CEO of My Hero Wears Blue. First of all, please accept my sincerest apology for not having brought you the top-notch service as you all deserved. A lot of our customers have been experiencing very long wait, 2-3 weeks for most, and some spanning even over a month to get their order.
This is poles apart from the turnaround time we promised. Most have reached out to us through our support email; some have voiced out on social media on multiple occasions on this delay, both from the delay in their orders as well as the lack of any or good response from our customer service team.
On behalf of our company, I apologize for this situation and for the bad experience you’ve had so far. In short, we have failed to deliver on the service level we promised to uphold since we started the business, in part due to the overwhelming increase in orders, and also in part due to the lack of initiative to take better measures in this period of time.
Here's a breakdown on the situations we have faced over the past weeks and also the countermeasures we have just put in place to prevent such situations from arising:
1) Tracking info is not updated, late arrival
2) Defective, damaged products
3) Unresponsive or 'Rude' customer service level
Not being able to cope well during this period of time, the team took initiative to create their own ‘canned responses’ which resulted in angrier customers
Our team had trouble getting through all of them in sequence resulting in some unresponded text as it was so easy to miss out texts without a good system in place
1) Late Delivery
We are incredibly sorry for not delivering your precious gift on time. To express our sincere apologies to this problem, we'd love to offer you a 50% discount coupon OR a free mug.
2) No Tracking Available
Please kindly bear with us for a little bit more as we are taking all possible solutions so as to deliver your order in the shortest possible.
3) Lack Of Responsive
Lastly, I just want to say thank you to those that continue to support us, and for those that have experienced some disappointment with us, l am deeply regretful and hope that you will give us another chance - we will try our very best to make up for it! We have learned a lot from this experience and hope to continuously improve ourselves to provide great services and products to all of you.
P/S: Please kindly fill in the form above to let us know what we can do to make you satisfied.
That form is for the HIGHEST PRIORITY and will be taken care of immediately. We strongly suggest this option before you file a dispute because we will do our best to fulfill your need (or in case you want your money back, you can get it faster by contacting us instead of having to wait for disputes to be solved)
Thank you for your time.