This weekend we were so honored and excited to be featured on the amazing website Graphic Junkie. They checked out and reviewed our Italian Air Force bag, and to add awesomeness to awesometown, they were kind enough to let us know that their post was then picked up by NOTCOUTURE, another amazing website.
Obviously, this is the good. Good, good, and GOOD.
Then we got slapped with the bad.
We got a convo from a customer who has yet to receive their bag, which was shipped out a week and a half ago. And it was for a birthday present. Which has now been missed.
Big, big bad.
This is officially our second case of bags lost in the mail, and, relatively speaking, out of almost 400 sales that’s probably not too bad. Our first loss was shipped overseas to a returning customer during prime holiday season. She has been awesome and amazing and is picking a replacement bag as I type. But no matter how often (or rarely) it happens, it’s still a punch in the gut. It’s bad AND ugly.
To add insult to injury with the latest lost package, which despite shipping by priority mail to a city only a few hours away, our handy tracking number has no information attached to it. Which is not particularly helpful.
We of course convo’d the customer back immediately giving her the information we had (which was basically none) and, come Wednesday, if it still hasn’t arrived, we will of course give her a full refund or a replacement.
But you know what? A full refund or replacement won’t erase the anxiety we feel about someone who didn’t get their Meatbagz. A full refund or replacement won’t make this experience a happy one. A full refund or replacement won’t change the fact that somebody didn’t have a super duper awesome time opening a new Meatbag all wrapped up for their birthday.
And that is bad.
But, if we had to find some good in the bad and the ugly (and we do try, in times like these), we’d have to say that there is a lesson to be learned here. Sometimes there are things beyond our control. Once the package leaves our hands at the local post office, we have to trust it to get to where it belongs. Three hundred and ninety times out of three hundred and ninety two it will. But sometimes it won’t. And when it doesn’t it just means we have to step up, take the hit, and hope that our customers are understanding and patient and willing to recognize (just like we need to) that things happen.
But in the meantime…we really, really, really hope that that priority mail envelope shows up on her doorstep by tomorrow with a little note from her mailperson that says “Whoops, sorry! This fell between the seats and was supposed to be delivered awhile ago.”
Because that would be really nice.
UPDATE: Our hopes have been realized! The bag was delivered safe and sound, and to make up for the inconvenience we have refunded our customer her shipping costs. Still completely clueless as to why priority mail took far, far too long to be delivered, but hey-at this point we’re just happy that the bag made it to its new home. Thanks for all the thoughts and “get there already” vibes! They worked!!