[TD valign="top"]I saw your feedback online and wanted to reach out directly to apologize for the service you experienced. We know that it doesn't come close to meeting the standards we have for ourselves. I want to shed some light on why it happened, what we're doing about it, and hopefully find a way to make it up to you.
There's no excuse, but in full transparency, it's been a perfect storm since COVID-19 hit which is causing a customer service backlog that we're still digging out of.
With COVID-19, we shifted over 100 in-office employees to fully remote, while our warehouses and hundreds of vendors started operating at a reduced capacity for your safety and the health and safety of the workers filling orders. Some of our suppliers also unfortunately furloughed some staff when the virus first hit.
This was manageable when orders were a bit lower, but orders spiked sharply over the last few weeks as the stimulus hit and Jeepers have started new projects. Now, there's an unexpected increase in volume with decreased capacity.
This causes our suppliers and warehouses to provide shipping and inventory updates less quickly than usual, which leads to a vicious cycle — more customers start calling and emailing about order status, which further backs up our customer care team and other departments that help process orders, exchanges/returns, etc. And of course, that leads to even more inquiries.
We've got the entire team working overtime and in fact have increased our staff and resources to unprecedented levels since COVID-19 first hit (and we're still adding more as quickly as we can), but it hasn't been enough to keep up.
We are so sorry for the delays you've experienced. Our customers and the Jeep community mean everything to us, which is why it frustrates us to no end to know that we're disappointing you.
As a small token of our apology and appreciation for your patience and understanding, please watch your email for a gift card valid on the entire store. In addition, we'd like to hook you up with extra special discounts on whatever parts you need next for your build.
We hope to have another opportunity to do better for you.
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