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Ruby's now starting to frame the entire customer service fiasco as the fault of her customers.
Ruby, in order to remember something, you have to have been told it in the first place. Let's have a quick refresher on the only contact details available on the Pumpkin Productivity website that people ordered from:
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And in the half-assed "your orders will be with you soon, honest!" Insta story you posted 3 weeks ago:
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And the response people got from there, and you on Instagram?
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The correct way to phrase this message?
"I can only offer my deepest apologies for the lack of response a lot of customers have received regarding issues with their orders.
I can understand how incredibly frustrating it is to not be able to get a response regarding a problem with a product you paid money for. It's a terrible way to treat customers and not a standard of customer service anyone should have to deal with, and I apologise profusely that this has been the experience for so many.
I am working with the Pumpkin Productivity team to improve our customer service practices going forward to ensure that this doesn't happen again.
In the meantime, if you have yet to receive a reply, or need to query anything regarding your order going forward, please contact
[email protected] and I'll endeavour to respond as promptly as possible to ensure you get the standard of service you deserve."
This should've been framed as part of a wider apology, posted on your website and in a clearly visible Instagram post on the main feeds of your personal and business Insta, in which you accepted blame, outlined how this will be improved in light of this being an issue every single time you release something, and offer (at the least) partial product refunds and full postage refunds to all customers as a make-right gesture.
Releasing a passive-aggressive "Maybe you'd have gotten a response if you'd remembered the right email that we never gave you!" message and burying it in an Insta story isn't it, Ruby.