Hello everyone- Alex Fugazi here.
Our tube sale yesterday went surprisingly well, in that 100′s of people tried to purchase one- which was 100′s more than we actually had in inventory. It also went surprisingly bad, because the website couldn’t handle the traffic and some customers had- uh- ‘less than optimal’ experiences on the website during our sale. Epic slow-down of checkout, and carts that seemed to empty themselves were reported to us. This is not how we like to do business, and we know it’s not how you like to shop.
We announced the exact drop time of the tube sale (2pm CST) as we didn’t want to just say ‘sometime today’ and have a bunch of our customers having to spend all day in front of their computer waiting for something they didn’t know if they were going to get or not. BUT- instead what happened is that a number of customers spent 20 minutes or more trying to check out and not getting what they wanted in the first place. Which is really just as annoying. Believe us- we understand it.
We’re working with our e-commerce provider to try to work out the kinks in the check-out system and hopefully this won’t happen as badly again. But, obviously- when selling limited edition items, something like this will PROBABLY happen with any high-profile drop. We just want to make sure it doesn’t happen as badly.
Would you all prefer us to keep announcing drop times, which could cause sticky drops like this, or start doing them randomly? Please leave a comment below!
Overall, you people were VERY kind and understanding, and this doesn’t go unnoticed by the people working here. We here at Nakatomi have always tried to cultivate a customer base of reasonable, sane people- and this has shown success in that regard. No one sent death threats or tried to eat my cat over this. Thank you. Not that we’re opposed to selling to insane cat-eaters, but we don’t SEEK out that sale. Did that make sense? Please don’t eat our cats.
If for some reason, you placed an order and don’t receive a shipping confirmation email by the end of this next week- do email us and we’ll get to the bottom of it!
If you HAVE emailed us about a customer service issue, you have heard back from us already. If you have an issue and haven’t emailed us- hit the contact form link above and we’ll get right on it. Please note- just because you post about a customer service issue on our Facebook wall or Twitter, or on an external site/message board that is not ours- doesn’t mean we’ll see it. If you have an issue, the best way by far is to email us directly and we’ll get back to you as soon as possible. Send us an email, please!
From Biafrah Winfrey, Tim Doyle, the crew in the Print-Lab, and the rest of us- thank you for your continued support, and we’ll do our best to keep all of you in awesome art.
Nakatomi- “Please don’t eat our cats!”