nicklmg

8 minutes ago, Dangling9808 said:

I received an email today that my order was delayed because one of the items I ordered was "unexpectedly out of stock" of course which the website did not show as out of stock and I never received a notification of that after my order was placed. I also was informed by support that my order shipped at the end of December, meaning the label was printed approx. 2 weeks before my item was in their warehouse to ship. 

 

As of today, after writing for a refund, I now received a support response and my order is moving through UPS. Quite the coincidence.

 

 

The response lining up with your order moving through UPS is a coincidence - we have no control over their systems, and it typically takes a number of days to get an update from them when we do reach out for clarification.

I'll DM you for your order # as I'd like to look into this one further. That 2 week gap shouldn't happen, so I'd like to see what went wrong there.

Regarding the item being out of stock - unfortunately sometimes there are inventory errors where our inventory count on the site doesn't line up 100% with what is actually available in the warehouse, and this typically shows up in cases like BFCM where we're doing a lot of "final sale" processing.

Just want to jump in and clarify a couple things.

Shipping

To my understanding, we have not been printing labels in advance of shipping. It's possible that on some days our distribution team has been unable to fill all orders printed due to overestimating their outbound capability for that day, but as a matter of policy we are not printing labels beyond what can be picked and shipped that day.

As mentioned in this thread, our distribution team was pre-printing a number of labels late last year during peak season and it lead to a ton of frustration, so we did our best to nip that in the bud. Our team was printing 5,000-10,000 labels at a time for convenience, which would send an initial update to our customers, but we were only able to ship 1,000-2,000 orders per day. This lead to additional delays of 5+ days for a lot of customers, which was extremely brutal.

With all of that said, there are still delays between a label being created, and a shipment showing updates on tracking - especially during the holiday season.

Typical process outside of peak season is:

Day 1 - label printed, order picked, added to pallet for pickup. Depending on time of day, pickup may happen day 1 or day 2

Day 2 - package picked up & entered into our aggregator's system. This does not show up in tracking, as it's through a 3rd party. We've asked for additional visible tracking stages on packages for a number of months at this time, and to our understanding this is being worked on, but isn't live on their side yet

Day 3 - cross-border transfer & sorting at facility in the US, then transfer to the final carrier. This does not show up in tracking, same as above.

Day 4 - package scanned in final carrier's system. This DOES show up in tracking. From this stage, all updates should show up in tracking

Day 5-28 (depending on region/country) - normal shipping process with semi-regular updates (eg. "scanned at local facility," "out for delivery")

So effectively, even if we print & ship same day, you may see a 3-4 day delay on tracking updates under normal circumstances through our current process. When we get into holiday rush, that has the potential to balloon significantly due to delays on day 3/4 from the carrier side - we've seen anywhere from 1-7 day delays on packages being scanned into the system from UPS, USPS, and others during peak times.

Support response time

We have been a bit behind over the last week or so - we underestimated the amount of inquiries we'd receive around the holiday (partially due to some unforeseen circumstances like the backpack dual layer issue) and approved additional time off for some of our team, which left us a bit understaffed for the number of inquiries we received - especially given the fact that we've had 2 4-days weeks in a row due to public holidays here.

With that said, our team is making a ton of progress and working through hundreds of responses each day, and they're putting in whatever OT they're comfortable with (obviously up to a cap...) in order to get replies back to as many people as quick as possible.

As of today our oldest tickets are from 12/27 (6 business days), and we expect that response delay to drop significantly by early next week.

Conclusion

It's difficult for me to comment on individual circumstances, especially with stuff like Shop app where some of the measures we have in place may or may not push to the end user (eg. through late November and early December we had "ships by" date estimates at checkout, but I don't think we can control if that pushes to the Shop app or not) - if you have an individual concern with your order, please reach out to our support team as they'll be best-equipped to handle the issue in full.

We are evaluating new opportunities around distribution to try to improve the experience through our store - nothing is off the table right now, so while we have distributed primarily out of Canada up until now, it's possible that we may add or change regions as we continue to grow. We're reaching a point where this is becoming more and more feasible due to the incredible support from the community.

Our goal is always to do right by our customers. We're far from perfect, and there may be some delays or issues from time to time, but we appreciate all of the feedback we get from y'all and we're taking it to heart.

PS: If you are in a situation where you've reached out to support and haven't received a reply from a ticket before 12/27, please let me know so I can look into that further. Always possible that something was missed or a mistake was made in the process, and I'd like to address that if it happened.

We're trying to get the actual underlying tracking issue sorted out on Wizmo's side right now as it's not impacting every order. May update the banner a bit later on but I think the support message is most important right now, team is working hard but still behind

Team has been working hard clearing the backlog! I think we're sending out about 2,000 orders/day right now, over BFCM we got about 14,000 orders so it's taking a bit longer than normal to fill those orders. Should be resolved within a few days though

1 hour ago, Headword said:

I feel you, I have a water bottle that has not had an update since Sept. 7th.

 

Its a separate order from a screw driver but when i emailed tech support the response i got was black shafts are delaying orders.....

I thought paying for a second order not related to my screw driver might mean it would ship sooner.... In fact I now have updates on the screw driver but not the water bottle lol.

If you haven't reached out to support yet please do. Will take us a few days to get back to you right now (team is working hard clearing a backlog there and has grown from 4 to 7 in the last few weeks) but we'll definitely look into it!

On 11/20/2022 at 7:29 AM, Valk9005 said:

Thank you for the well thought out reply, it adds a lot of context to the situation that I'm sure is appreciated. 

For myself, I'm wondering if you can provide any insight into why order number doesn't seem to matter in regards to shipping the black shaft screwdriver. I'm a #361xxx order number and I'm seeing quite a few 366xxx-368xxx numbers that are already delivered and peoples hands. 

I don't mind waiting for the driver, but I feel like order number doesn't matter. Feels bad man. 

If you haven't received even a shipping label yet we'll have to look into that. Some labels were printed out of order due to how they were batch printing but they should have still shipped in order.

I'll DM you for detail.

2 hours ago, aresthefierce said:

@nicklmgI sincerely appreciate the detailed reply. I kinda figured you guys would be working on most of the points I made because I genuinely get the impression from all of the staff, that you guys care about delivering what you've promised. But looking around I had really only seen we've doubled the CS staff and not nearly as much transparency as you've given in your reply, I very much appreciate it. I wasn't aware of the VAT problem you guys have been experiencing and I can only imagine how frustrating that must be. I'm a little surprised you guys have decided to keep shipping to EU given the headache it causes you but I respect keeping it going as well. 

I guess one thing to keep in mind is you guys have a good problem going on right now which is demand is high for your merch/products. And hopefully this period of growth allows you guys to be more prepared and ready in the future for your next projects whatever they may be. So while it probably sucks dealing with it right now you'll only be better for it in the long run.

 

Thank you again for your reply.

 

I mean, the EU is like 30% of our audience or something haha. So it would really suck to not serve them  even if there are some headaches from time to time.

Posts like yours help us improve, so thank you. We're definitely on the right path, but it's clear I need to do more to enable our team for success. We'll get there.

And yes, always helps that our problem is "we have too many orders." Certainly better than having a warehouse full of 100,000 unsold screwdrivers 

On 11/15/2022 at 3:10 AM, Sigma1 said:

Dear LTT Team,

 

It would mean a lot to me and potentially others in the community that have placed orders, and might I add paid for some time ago, if you could create a couple of threads pinned to the top of the merch segment for all delayed products. If you could then spend just 10 minutes each week to provide us with an update, this would be gratefully appreciated.

 

I cannot comment on the backpack as I haven't placed an order, but for the screwdriver I would like you to update us with the latest expected shipping dates for both the Silver & Black versions of the screwdriver. I ordered the black version and feel a little bit left in the dark with no update other than, it could be longer to ship than the silver.

 

Delays happen and I accept this, but I find it hard to forgive a lack of communication.

 

If it wasn't for the fact that the FX rates have moved detrimentally, and I have to pay FX fees on top, I might very well have requested a refund by now.

 

Thanks

Thx for the suggestion. I'll work on this!

Thanks for your detailed feedback. I've read your whole post but will reply to the TL;DR just to save space here.

2 hours ago, aresthefierce said:

• Only send tracking info once it's been picked up by the shipping company.

I'll give this suggestion directly to the distribution team, but I'm honestly not sure if this is feasible... My understanding is that the info call from Shopify lines up with label creation, and I don't think there's a way to reliably adjust that (given that we use a number of different carriers), if it's even possible without pretty significant adjustment.

One thing we can definitely work on fixing is time from label creation to shipment. I know our distribution team has been pre-printing quite significantly to allow for easier sorting & picking, but this is certainly causing more frustration for customers when they get that exciting notification then see no updates for a week or more. We've asked them to cut down on pre-printing, so I'm hopeful that we can overcome that part of it moving forward. This is even more important due to the upcoming holiday season, where we always see delays for inbound shipments at carriers, which also wind up in that nebulous "label created" phase.

I've asked Wizmo for greater detail on these pre-carrier stages in the past, and I've bumped that request up again with them just now. If we can add a few more phases like "departed distribution facility," "at sorting facility," "on way to carrier" etc. I think that will go a long way for transparency of information here.

2 hours ago, aresthefierce said:

• Find ways to reduce customer support tickets. Find the issues that come up the most in support tickets and then find ways to address these in a way that eliminate as many support tickets from coming in as possible. 

Something we're always working on. Unfortunately many of the highest impact tickets - which wind up being most time consuming - are unavoidable with recent circumstances eg. doublecharging EU VAT. We've been chasing our partners for over a year to resolve the issues we've seen with EU VAT being assessed improperly on a lot of our shipments, and we're FINALLY starting to see some of these problems get a resolution... but unfortunately that doesn't help the backlog that has that VAT assessed improperly, leading to thousands of adjustments being made once the shipment arrives with the customer.

We're improving our automations & bulk replies, though those obviously miss the mark in some cases, and we'll be moving over to a new support system in the coming months which will give us more direct control and access to lower reply times. It's been a long time coming, and something we wish we would've done earlier.

Also adding a few more roles to that team to work on more throughput and overall process improvement.

2 hours ago, aresthefierce said:

• Change your website's language around delays and shipping expectations to more closely match what the reality of the situation is. If its gonna take 3-4 weeks longer for a black shaft don't say "it may delay" say its gonna take 5-8 weeks.

Thx for catching that, we have updated the language on the store page. It's always challenging to make those projections well in advance (hence the issues with backpack shipping dates), the 3-4 week timeline was only locked in about a week ago, and even then we've taken a bit longer to ship black shaft wave 1 than expected... so it's always a moving target, unfortunately.

2 hours ago, aresthefierce said:

• Under promise over deliver 

That is the goal, and is why we didn't provide a firm expected date range for the black shaft to begin with - could've taken 3-4 weeks, or 3-4 months. It all depended on what happened once bulk production begun, and whether we were able to meet or beat our projected dates for production on screwdrivers overall.

We did have some production delays with silvers, and we weren't able to reach the max output that was expected before we started production, but since we underpromised on those shipping dates we did match or beat wave 1, 2, and 3 ship dates for silver shafts in 98% of cases.

2 hours ago, aresthefierce said:

• Communicate with your customers, don't let a customer go more than 48 hours without a response, tell us how many people are in line for support before us, give us an estimate time for getting a response

That is the goal. We had basically recovered from the initial launch wave of tickets up until last week, when we started seeing 4-6x our normal daily inbound tickets - partially due to some of the concerns you've outlined here with labels being printed too early and updates not coming soon enough, as well as a number of other factors with shipping and import issues.

We're making adjustments that we can - we've reassigned a few more people to that team, made offers to a number of temporary employees that we've engaged with in the past, and added a few additional roles to the hiring board. Unfortunately we aren't as nimble as we need to be, and that's something that will be top of the list for improvement moving forward.

I'll see what can be done about a place in line or reply estimate, especially something automated. I expect we'll be able to provide something like that in the future, I'm just not sure how quickly we can get it together to ensure that it's done in an accurate and up-to-date way.

3 hours ago, aresthefierce said:

• Set up live chat and hire additional staff for this

We may explore live chat in the future, we are adding additional staff but our only priority right now is getting reply times down to 24 hours or less.

3 hours ago, aresthefierce said:

• Analyze the metrics, find out what your team is capable of accomplishing and hire additional support as needed

Already in progress.

3 hours ago, aresthefierce said:

• Write up a newsletter explaining the situation

I'll give this some thought and try to sort out what type of update makes sense here. Public post probably makes more sense than a newsletter email, but will work on something.

3 hours ago, aresthefierce said:

• Don't set your team up for failure trying to ship crazy amounts of product without the staff to do so or the staff to provide support for those orders

We absolutely should have had more support staff ready to go, that's 100% a failure on my part. Scaling can be tough, and we're learning a lot along the way, but there is a lot that I could and should have done better in this case.

We have doubled our support staff (with 2 more additions happening imminently), and I believe our distributor as almost doubled their daily staff as well during this period.

Couple more points:

3 hours ago, aresthefierce said:

You're likely setting yourself up for failure by trying to get products into everyone's hands as soon as possible if you take a look at your wave schedule for the screw drivers I feel you're probably biting off more than you can chew. On the screwdriver specifically you are trying to ship 15,000 orders every 10 days roughly. Assuming you are working 5 days a week that is 1,500 orders per day on the screw driver alone. I used to work in shipping at a place that did 800 orders every business day of the entire year. We had a team of about 12-15 people who handled the packaging, attaching shipping labels, and everything else needed to get those orders out the door every day. I would be surprised if you had anywhere near that amount of staff working in your shipping department. You should be either trying to bring the team up to a size that can actually handle shipping this much volume or not set yourself up for failure by reducing the amount of product your are selling on a deadline.

Our team is shipping 2,000 orders per day with a team of ~15 right now. We've made some mistakes, but we have stuck to our proposed schedule for shipping silver shaft drivers. We knew we'd be capable of doing that, and we have. As mentioned above, we're making mistakes with pre-printing some labels too early, but we've met or beat those shipping date estimates in about 98% of cases.

56 minutes ago, aresthefierce said:

Ah, so at least that might explain what's going on with my order. I'm not on twitter. A much better place for that information would be on their newsletter or a post on the forum etc. 

That makes me wonder why they use a shipping partner like Wizmo rather than just have UPS/Fedex come pick it up from their warehouse?

 

Maybe they need a FAQ about shipping page which explains things like this? That would also cut down on support tickets. 

A post on the forum would have similar limitations, but I definitely should be doing a better job of keeping info up to date on the site.

We utilize Wizmo because the biggest complaint we had from customers for years was the cost of our shipping (since we show real rates, while many brands effectively hide the "real" cost of their shipping in inflated product pricing). The only negotiating power you get with carriers is scale, so the way to improve on that major customer complaint was to find an aggregator, and Wizmo came very highly recommended from some close & trusted partners. And to be fair to them, they've been an awesome partner for us as well.

The issue right now is that our recent growth has even broken some of their processes... we went from a max # of orders of like 25,000 in a month previously to almost 100,000 (obviously shipping less than that per month). Our latest invoices have literally broken Wizmo's templates, with some digits half-hidden because the total value doesn't even fit in their "TOTAL" cell lol.

The last few months have been unprecedented for us, our distributor, and our carrier. We're all doing our best to make improvements, but I totally agree that we haven't done enough.

Again, I really appreciate the feedback, and we're working on most of the points you brought up here. I know I've done a poor job of executing on a lot of what we've experienced in the last few months, but all I can say is that we're learning lessons and trying to get things back on track to provide an excellent experience to everyone who buys with us.

6 hours ago, PG. said:

Hey @LinusTech

I love the backpack, but I had to pay import twice and requested support 2 weeks ago. My ordernr is 341971 and it would be great if we could resolve the issue! 

 

Thanks for your time!

Flagged to the support team, someone will reach out! Sorry for the delay there, we've had another massive influx of tickets in the last couple weeks. Getting some additional folks on it and adding to the team once more haha... thanks for your patience.

On 11/1/2022 at 5:18 PM, reinisb said:

Wave 1 silver shaft order 3713xx was shipped today (12 days past October 20).

Unfortunately we did encounter a couple issues with Shopify's edit function moving some orders out of the proper shipping pool (I think this impacted about 180 orders in total), we've audited wave 1 & are working through a wave 2 audit right now. Sorry that it took longer than expected to get this fixed!

5 hours ago, Michael Goodson said:

Great to hear! Sorry to chime in almost 3 weeks old, but is there any more accurate update to this? I have a Wave 1 order with black shaft, but more curious about when it will ship.

Black shaft drivers are supposed to start shipping next week according to our production team so hoping for the best with that!!

25 minutes ago, Beerbuddy said:

That's fair. I have been out of that business since 2018. That's a shame that it's gone that down hill.

Yeah truly... they used to be amazing for Int'l even, which was the lifeblood of our carrier's business in the early days. Then they made some changes and really seem to have screwed a few things up... I've always heard that USPS was never going to be sustainable/profitable (or even nearly break-even) the way it was set up before - not sure if there's validity to that - but seems like enough people with influence felt like something had to change and here we are...

18 minutes ago, Beerbuddy said:

You guys should look into a way to use USPS for shipping. I was in that space for years shipping hundreds of packages per month and USPS was far superior in terms of reliability and quick shipping than UPS and FedEx. Especially with international packages. They were also much cheaper in most cases.

We've recently swapped from USPS to UPS for a lot of US shipments. USPS has become significantly more costly over the last few years (since about 2019 if I recall correctly, something with the new postmaster taking them out of some international accord if I recall correctly) and their reliability since the pandemic started has been... mixed, to say the least.

We'll continue evaluating options as we go, but for now UPS makes more sense than USPS in a lot of cases from what we've seen.

On 10/23/2022 at 8:46 AM, FallenWillow said:

I live in Pennsylvania 

Hmmmm... this is getting interesting...

Haha we've seen this a few times... it looks like Shopify's tracking is categorizing "Redmond, WAshington" as "Redmond, Western Australia" somehow. Rest assured, your package has not taken an extreme detour hahaha

27 minutes ago, ndratz91 said:

I completely understand and know y’all are working on it all, it doesn’t help y’all had a plan that should have worked and the port issues out of your hands screwed yall on that, and these are huge numbers. I’m sure the backpack delays making it coincide more with screwdriver also didn’t help y’all, especially when you get almost everything at once. I was trying to let some people know why so many wave 1 people seemed upset, and personally, once you were like hey, there’s a ton getting here at once, we didn’t forget about you, stuff incoming, it made me understand and see what was going on. It was a long month waiting

Absolutely lol. Yeah 25,000 backpacks and 20,000 screwdrivers arriving within a week was... well, it was an adventure for our distribution team. I have nothing but appreciation for those folks, they work as hard as we could ever ask them to.

I can totally see why people are annoyed. I'm sure I would be if I was on the other side as well. But I really appreciate that people are taking the time to see it from our perspective, and listening to our updates & explanations.

Definitely never trying to make excuses for this, we should (and will) be better. Just excited to see that people are liking everything when they do get their long-awaited products in their hands

4 hours ago, ndratz91 said:

Because, although the delay was in no way the fault of LMG, we ordered expecting shipping by the 20th of last month, knowing port delays could cause issues, then we got an update the 18th of last month saying wave two bags would be used to fulfill wave one if possible then move on to two, and they would be sent out the beginning of oct. Very few of us are upset about the delays, other than the labels being printed seemingly a week plus before they ship, understandable to get ready, a lot of us would have just liked another update or two, without having to scoure forums, Twitter, or a 2 hour long wan show, where they don’t always have anything to say about them, especially given the cost. Nick gave us an update finally a few days ago and I appreciate it, I’m sure a lot do, and even said they are learning about better communication and other things. And it’s a lot different being in wave 2 and getting a notification 10 days late, it was pretty much a month late for a lot of wave 1, and a month since the first update. 

Completely understand the frustration. Part of the challenge in this process has been determining the actual cause of issues and what's leading to things happening outside of the way that they should, and doing so in a timely manner without some of the feedback systems that would lead to better outcomes (which we will be working on). The last thing we want to do is provide an update with improper info, which has happened a few times by me along the way due to trying to rush an update/response.

We need better systems in place to ensure that we're auditing label printing on a more regular basis so we can catch these issues more quickly, as the follow-ups that we have in place did not work this time around... there were a few really, really silly issues like our label printing system using its own ordering queue rather than the store's ordering queue to pull orders by default, stuff that should just never happen and should be caught much more quickly.

The team is learning a lot along the way, and we've made some mistakes, for sure. We're trying to improve as we go.

45 minutes ago, Shin-Gouki said:

Me thinks there could be a video in the future showing a ton of shipping containers showing up at once

I think Linus was hoping to make something happen with that this week but it didn't work out, some other projects took priority maybe next time we get 20 containers arriving at the same time hahaha (/s pls no i can only take so much)

11 minutes ago, Rikere said:

I am curious, how does everything show up/what is the logistics side of everything like? (It would be neat to see a video on some day).

 

I had figured it would just be 40' shipping containers sitting in the parking lot, though I suppose with limited parking, that may not work out so well.

Yeah everything's coming in 40' HC but we had like 21 containers arrive in the span of 7 days with only 3 available bays XD so it has been a bit of a shuffling crapshow.

Seems like there were some mistakes along the way on our distribution front. Full credit to them for their hard work, they are unmatched on that front. But we can refine some aspects for sure...

As some have already mentioned here, all wave 1 (and most/all of wave 2) shipping notifications should be sent out by today we appreciate your patience along the way here.

This process wound up being a bit crazier than we had hoped. Backpacks were supposed to arrive in relative "waves" with about 10,000 pieces arriving at a time, which would have given our distributor ample time to receive, sort, and ship in a timely manner.

Instead, due to port delays and other logistics issues, we've received about 25,000 in the span of 7 days, which has been extremely difficult to manage at our facility.

I've been in close contact with the team throughout the process, and the thing we've clarified above all else is that shipping in order is top priority, and that has been confirmed time and time again. There has been some discussion around some wave 2 & 3 backpacks shipping before wave 1. Based on our direction, this should only be happening in cases where those "wave 2 or 3" bags are actually wave 1 buyers who have had to change address (unfortunately due to tax compliance we have to actually cancel & re-order each time someone required an address change). I need to look into this a bit more on my side to ensure that is the only time that these out of order shipments have happened, as anything outside of that would certainly be a mistake.

Due to a few changes in how they have printed labels, there were a number of shipments which received notifications out of order, but we've maintained throughout the process that shipments should happen in order no matter what.

Overall, definitely a lot of lessons learned through the process, and I'll be working on improving our systems moving forward to better manage process & communication in a situation like this in the future.

The team is still working hard to get all pending backpack orders out as quickly as possible. Hopefully all pending shipments will start to see updates very soon, though that obviously depends on a few parties outside of our control (UPS, USPS, etc.) and their processing times.

I'll try to check in throughout the next few days here and answer any pending questions as they come up.

For sure, we were planning on updating the page a bit later this week along with an email that we'll send out to wave 2 buyers. Just did it now though since you brought it up.

We have about 15,000 units arriving around end of this week, with about 6,000 shipments remaining in wave 1. So the bulk of wave 2 should go out next week, just after our estimate. We have additional containers coming in later next week as well so all wave 2 should ship in October, pending any additional delays at the port...

As long as our distributor can keep up with estimates (a few thousand shipments per day) we should be back on track very soon, and screwdrivers should actually start shipping out sooner than expected. So all is looking up

34 minutes ago, dizmo said:

Damn, wish I'd gone and would now have 2 screw drivers, one at a more palatable price

I'd probably put this in the LTT Merch section. It's gonna get buried awfully fast in General.

Mods can put it wherever they think is best! I wanted to ensure that it was readily available & discoverable so General seemed like a good idea, but y'all know this forum way better than I do

While performing extra stress testing on our first production batch, we discovered a small manufacturing process error.
 

Under certain stressful conditions it can cause the bit holders to shift on their support spine.

We have already implemented a fix and this only affects screwdrivers that were purchased at the pop up shop on August 27th.

Even though the problem is unlikely to occur under normal conditions, we will be replacing all of these affected drivers.

If you were at the pop up shop, please contact customer support (support@lttstore.com) to receive instructions on how to get a new driver.

Because we have already identified and remediated the problem, there is no need to return your old driver.

Simply scratch an X into each side of the handle. These units can still be used safely, but will not be covered by our limited lifetime warranty since they have already been replaced.

Yeah basically it's a taxation challenge since (especially in the US) codes change very frequently, even down to a municipal level. We're checking in with our accounting team today to see if there's away we can allow updates in certain or all scenarios

Either way, we'll do our best to ensure that we can provide the best experience for ya here. Hopefully we can make it super simple, but even if we can't do that we'll make it work  

On 1/10/2022 at 8:14 AM, TattooPhreak said:

Ucon is the town in the state of Idaho where my sister lives, the Ucon, ID unit would be the post office. The address is fine, and I don't type it, it's auto-filled by chrome, and the same address I've used to send her stuff for the last 20 years that I've lived in England. My only guess is a damaged label. My sister's gift got delivered on the same day, with the same address.

 

The problem now, is what do I do? Just sit and wait for a reply from support? For how long? Ever?

Very sorry for the delays here... our team is working OT to try to get caught upwith everything but unfortunately it is taking longer than we had hoped to catch up after the holiday.

We'll be adding new staff this year to make sure this doesn't happen in the future.

In the meantime, if you can DM me your order number and your preferred solution here (refund, replacement, etc.) I'd be more than happy to resolve that for ya.

Thanks for your patience and sorry again for the delay.

On 1/6/2022 at 5:58 PM, TechUkie said:

I sent a message to LTT Support on December 22nd, have not heard back yet. I understand Christmas/New Years is a busy time, but it's been 2 weeks with no reply. Is this normal for LTT Store?

Definitely not normal, but we're working through a huge backlog right now. I promise we will get to all requests as soon as we possibly can! We've got our guys doing OT to catch up, and we'll be expanding the team this year so we can hopefully avoid this type of problem next year at Christmas time.

In addition to the massive volume of requests we have, Shopify's admin interface has been down most of today, so we've had a lot of difficulty getting tickets solved today... just another unfortunate piece of the slow response puzzle here

We really appreciate your patience along the way. We'll get the issue sorted out for you, 100%.

On 1/7/2022 at 12:13 AM, LogicalDrm said:

AFAIK they have two people as CSA. One person can handle maybe 50-100 requests per day, including those which span over several correspondences. I would guess they are getting 1000 requests per day.

Heh it's not quite at that scale but we're getting hundreds per day... We're working through them as quickly as we possibly can!

19 hours ago, TonyBoi said:

Not sure if this is the place for this, but idk where else to post. Created my account for this.

 

I ordered an item from lttstore.com on Dec 8th to an address within Canada. It was advertised as 2-6 day shipping. The last shipping update was in Richmond BC on Dec 8th. The item has not yet arrived.

 

It seems stuck or lost in shipping so I sent an email to support@lttstore.com on Dec 27th. Still haven't heard back and I even emailed again yesterday just in case they missed it or something.

 

Overall it's a disappointing experience and I expected more. Idk if the support team is short staffed at the moment or what is wrong. The shipping serviced used, Wizmo, doesn't seem to have any support contact information unfortunately.

 

I guess if the item never arrives and the support team never responds I will have to issue a chargeback with my credit card company. Never did that before and I hope it doesn't come to that.

 

Thanks for listening to my ted talk.

First off, very sorry for the delay in both the shipment & the response from our team.

As others have mentioned in this thread, we're working through a massive backlog of post-holiday tickets, which have only be amplified by experiences like yours due to issues with shipping partners around COVID slowdowns and extreme weather conditions.

All I can say for now is that one way or another, we will make sure you are made whole in the situation - whether that's through getting the initial shipment, or a replacement shipment, or a refund.

It will take some time to work through everything in the backlog, but our support team is top-notch and they'll get any issue sorted out, without a doubt.

We really appreciate your patience along the way