Holiday Processing Times and Delays (12/3/2022)
Hello everyone, I want to start by saying thank you so very much for the immense support we have received this holiday season. This is our first holiday season that we have remained open, and it is extremely successful! We could not be more grateful.
I always want to be open and honest with every single one of you. With this overwhelming support for our business, we are struggling behind the scenes. For example, we would normally be receiving 100 orders and shipping out 100 orders in a week but now, we are shipping out 100 orders and getting 200 orders in!
To avoid panic, if you placed your order on or before 11/18 your order will be delivered by Christmas!
We have been expanding our team with more of our family and friends which has greatly helped speed up the production of orders in house.
However, there is one area that I am struggling in that is slowing us down. Every single outline has to be digitized. This is the part of the process where your outline is turned into embroidery stitches and ready to be embroidered. Some of you may know, since opening my business in September 2020 I am the only one who does all of our digitzing. With the growth of my business over the last 2 years, I have been able to keep up with the demand while doing all the other little tasks I needed to. It wasn't until very recently that I realized I am severly struggling to keep up with everything. I am a perfectionist and have a hard time reaching out for help when needed, and due to this I never wanted anyone else to digitize but I have burnt myself out. I am saddened to say that I waited longer than I should have to seek help in this area which has caused us to slow down in all areas, just as we were catching up! For this, I cannot apologize enough to all of you.
We are now reaching out to many people/companies to fill this position (we are not taking applications) and hope to have it filled ASAP! Once this position is filled we expect to produce orders quicker than ever before. I am very, very excited for this new change!
Due to the position we are in, any orders placed between November 28th and December 2nd can cancel their orders with no penalty. This offer is valid until December 9th.
We are currently at 760 orders at the time of sending this email. Processing times may temporarily look more like 4-5 weeks or 5-6 weeks. We are hoping this is not the case once we find a digitizer to work with our company.
Especially for the holiday season, please expect delayed response times. We are normally very on top of our customer service as it is one of the most important things to us! However, we have been struggling with the demand. Please do not send multiple emails regarding the same inquiry. We are getting back to all customers as soon as we possibly can.
I deeply appreciate everyone's constant kindness, patience, and understanding. It makes the hard things like this a little bit easier! I am so grateful to have such amazing support, not just from my family and friends, but from you all as well. Please feel free to reach out to us/respond to this email with any questions or concerns.
With the utmost gratitude,
Samantha and the Membroideries Team