This is not the blog post I intended for today – it was supposed to be something that I think is pretty funny and was going to be titled “Two Souvenirs from Florida That I’m Not Keeping.” That will have to wait until tomorrow – unfortunately, today I have to deal with a work issue that has made me quite upset.
Several customers have contacted us over the past couple of weeks asking about the status of their orders for the new Tim Holtz Distress Markers. Gary has been checking with Ranger two or three times a week, and was finally told that they intended to start shipping last week. So we have been watching patiently each day when the deliveries arrive.
Today, I have taken two calls and an e-mail from customers who want to know when theirs are coming. So I passed this on to Gary, and he asked me to call Ranger – honestly, he told me he hoped that a different voice would get a better answer.
I spoke with Ranger this morning, and the only answer they'll give me is "we ran out". They won’t tell us anything else, including how many sets they shipped before they ran out or who received them. We have ordered far more sets than we have sold so far, and Ranger has no explanation for how other companies received orders while we didn't get a single shipment. Ranger told me that they won't have any more until mid-March. Delays been quite common with Tim Holtz products over the past few years. They're fantastic products -- but they consistently ship later than promised. This is different though, and it makes us look bad and disappoints customers like you who trust us to handle your orders promptly.
So I asked Ranger what I should tell our customers, since the estimated ship date I put on our site came directly from them. I was told to tell you that I passed on the best information I had at the time, but the date has changed.
At this point, I can do nothing other than apologize -- which is very frustrating because I really have no interest in apologizing for Ranger, especially when they offered no apology and no acceptable explanation to us. But I care about our customers, and as such I am truly sorry for disappointing you. We will ship your markers the same day they arrive here.
Thanks for waiting patiently. We are doing our best.