It seems we DO have a rep on the forum now.
Got this a few mintues ago.
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New
Hi there Yellow,
Caught your message in a recent thread and wanted to reach out personally 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 hit which is causing a customer service backlog that we're still digging out of.
With COVID, we shifted our many 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 filing orders. Some of our suppliers also unfortunately furloughed some staff when COVID first hit.
As jeepers have started new projects, we've experienced an extraordinary increase in contact volume at the same time.
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 CS 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 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 disappointed you.
We'd like to try to make it right. If you let me know your order number or email address, I'd like to send a gift card your way."
Hopfuly there is a bright future for Morris 4x4.
