EDIT 10/28/2013: Please read this post about why I am no longer a subscriber to Bondi New York, and why I do not recommend them to anyone.
I just got an email from Bondi Box about their September shipment, which was supposed to have gone out this week. While I’m disappointed to hear that I won’t be getting my nail polish on time, I’m also impressed with their honesty and appreciate how committed they are to delivering quality products. They’re a small company and since this is their first big shipment, I feel like this is a forgivable mistake. I hope they don’t lose too many customers over this problem. I’ll be sticking by them since I love their formulas and believe in the causes they support. For those who haven’t gotten an email yet, I’ve pasted it below:
Bondi New York customers have come to recognize us for transparency and openness and this has enabled us to build a strong following of customers and fans who place their trust in our brand.
Recently, we have let you down in that transparency and openness. You will have noticed that there have been delays in responding to posts on here and on our social media channels. I acknowledge that our growth has caused some challenges and I take full responsibility as the guy in charge for this. We have been fast to address these through recruiting more staff and responding as promptly as possible via social media, email, telephone and our live chat service.
We are one of a small handful of subscription services that do not have millions of dollars in venture capital in the bank. This is a double edged sword as it means that we can provide a level of service which is not driven by one thing – squeezing as much revenue out of you as possible without a care for customer service. Equally we cannot be wreckless with money and hire hundreds of staff nor throw money at problems when they arise to buy ourselves out of the dog poop.
For us, this truly is our “glossy gate” moment.
The delay in the September box has been two fold. Firstly, the ability to customize your color choices has added a delay to shipping. I recently announced in a blog post that we will be moving our shipping date to the 15th of each month to allow a 14 day window for you to choose your colors and place an order and for us to pack and ship your box. In no way has the delay to the September box been related to the additional box orders as some have speculated.
Our biggest challenge and the cause of the delay for the September box has been the production of the Fall/Winter colors. Typically it takes 6-8 weeks for polish to be produced. I was not happy with the formulation of the collection and improved the formula to meet my expectations for wear. This lead to a delay, however I was confident we would meet a shipping date of this Friday.
Regrettably, we have been informed today that there is going to be a four week delay in us receiving this polish from the manufacturer on the West Coast of the US.
I am sharing this information here first as I consider each of you Bondi family. This is ahead of an email that will be going out later today to all of our subscribers.
What this means is that our September box will actually be shipping during the second week of October. This will also be the same time that we ship the October box. We were mindful of possible production issues for boxes going forward and have ensured that we included the new colors for October, November and December in the delivery we are now awaiting so that we are not back here in a months time with the same problems.
So to recap, what I am saying is that the September box will ship second week of October and the October box will ship out the same week.
Naturally I appreciate that as a customer, you may not be forgiving of this issue. What I will say is that I am not going to ship poor quality product and I stand by my decision to request a reformulation. It is disappointing that our manufacturer has not met their delivery deadline, however I take full responsibility for not being more transparent earlier in the process.
Given the challenges and issues at hand, it is only fair that I recognize and compenste you accordingly.
If you are a prepaid 3, 6 or 12 month customer, we have extended your subscription by one month with my compliments, in addition, within the next five days you will receive a voucher for $12.50 off your next order (excluding subscriptions).
For our month-to month subscription customers we will be issuing a $15 voucher for use with any purchase on our website (excluding subscriptions). If you would like to cancel your subscription and receive a refund, please email firstname.lastname@example.org. Please allow five business days for the refund to be processed and to receive confirmation. If you cancel your subscription, you will not receive the $15 voucher.
If you ordered a one time box, we will issue a $10 voucher for use against a future order. Please email email@example.com with your order number so that we may process this for you.
The team and I do not wish for you to cancel, we understand that you work hard for every dollar you spend with us (for our international customers pounds, euros, bhat etc!). We have been working hard behind the scenes to improve the service going forward. Some of these improvements include:
Redesigned packaging for a more luxurious experience (without an increase in price) and to protect the polish in transit – launching December 2013.
Changing our shipping partner to FedEx from the September box to allow full tracking of the package (USPS will manage the final leg from FedEx depot to your door – continuing to support unionized, American jobs).
Full account service from November 2013 – including the ability to change your card information, skip, and select colors without needing to use coupon codes!
Making our Fall/Winter and subsequent collections permanently available for the season for you to choose from, in addition to introducing 3-6 fresh colors each month.
Increasing staffing to ensure that telephone, email and live chat support is available 24/7/365 – effective from October 1st 2013.
Providing swatches for all new colors and comprehensive descriptions and shade clarification – effective from October 2013.
We have many more improvements based on your feedback over the past couple of months.
I hope that this post answers any questions that you have and sets out what has happened and what we are doing to compensate and to improve going forward. As always, I am available via email – firstname.lastname@example.org for any questions.
My team and I truly do value each and every customer. It is not easy letting you down, it makes us more determined to make sure it gets done right going forward.
Much love and thanks,