I hope you’re having an amazing start to your summer.
I would like to start by sincerely apologizing for any trouble or inconvenience you’ve had with your Frey order or experience over the last year. No matter the worldwide situation, we pride ourselves on striving to provide an amazing experience, and if we fall anything short of that, it pains my team and I tremendously. All of us appreciate your patience during this year beyond belief.
It’s my promise to you that we’ll do anything to make up for this. Feel free to text us directly at (442) 269-3739, and we will do all in our power to correct any poor experience. If you’d prefer to speak with us on the phone, send us a text at the above number requesting a phone call and we’ll get right back to you.
Without using it as any sort of excuse, I also wanted to provide you with a very short explanation of all that’s happened over the last year, what we’ve done to correct it, and how things will look moving forward.
Over the last 12 months:
- We’ve needed to move fulfillment centers twice, as each center almost entirely shut down due to COVID
- We’ve had to rebuild our supply chain, as extraordinary circumstances devastated our current ones (who knew that dryer sheets used the same non-woven fabric as in N95 masks, or that COVID would cause a world-wide bottle shortage).
- Our suppliers and fulfillment partners over-promised and under-delivered to us, unfortunately causing us to do the same to you, a mistake we will not make any longer.
We’ve now taken this opportunity to move to one of the largest fulfillment centers in the country, as well as built multiple redundancies in our supply chain, and created internal systems that will almost guarantee we can get orders out in a 36 hour window.
Our team could never have imagined such compounding problems over the course of 12 months. However, we have positioned our company for the future and things are starting to look much much brighter.
We cannot thank you enough for your patience, and we sincerely apologize for the delays this has caused and we promise that this will not be the case in the future.
Thank you again, and I and my team look forward to continuing to serve you!