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June 22, 2020


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

  • Lack of a proper system to automatically update tracking info and lack of customer service personnel due to the outbreak of COVID-19 which resulted in slower info updating productivity around 50%
  • Suppliers also affected by the outbreak of the COVID-19 making item stocking and production processing time was delayed
  • Carriers have been facing limited transportation availability as a result of nationwide COVID-19 impacts leading to the delay on product arrival

2) Defective, damaged products

  • Due to the increasing volume of orders, we’ve failed to control our quality checking, which resulted in many products have arrived in bad condition
  • Some of the products were not well handled during delivery by our carriers which consequently caused the damage.

3) Unresponsive or 'Rude' customer service level

  • General customer service requests increased by 2-3 folds during this period with most customers asking about the status of their orders.
  • 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

  • Lack of a proper system to manage all our social media platforms such as Facebook messenger and emails.
  • 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.

    • A 50% discount coupon: Applied for any product in our store, including high value products like CANVAS, FLEECE BLANKET or YARD SIGN. All you need to do is simply applying the discount code to your next purchase.
    • A free mug: If you choose to get a free mug, we'll send you a discount coupon so you can place an order on your end. Then please kindly provide us with your Paypal email and we'll issue refund the shipping cost for you

    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.

    • We’ve set your order to the highest priority so it can be better-taken care of.
    • We’ve already recruited more staff to take care of all of the pending orders.
    • We’ve stopped receiving new orders so as to focus 100% on the pending ones.
    • We’ve been working 20 hours/day shifts to clear up backlogs. We are about 80% there already, and orders before our cut-off date (June 05) should be delivered by this week. Orders placed from June 06 - June 20 should be sent to you within the next 2 weeks.

    3) Lack Of Responsive

    • We are also developing another better customer support software and designing the workflow in the best way possible to help customers solve their inquiries and problems faster. Please fill in this form: https://forms.gle/PiPV9r9kaKuzs3P76 to let us know about your current problem and we promise we will take care of it immediately.
    • We are recruiting more customer service personnel to ensure that every My Hero Wears Blue customer who needs to contact the company about their orders is taken care of as quickly as possible.

    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.

    Kind regards,

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