July 16, 2014
Dear Customers –
I want to personally apologize to those who, over the past several months, experienced unacceptable shipping delays, inadequate product packaging, and incorrect shipments. As the owner and ‘public face’ of a small company, I pride myself on offering fantastic, personal customer service, and these breakdowns were personally very frustrating for me.
For the past seven years, The Hanger Project has been able to successfully rely on third-party fulfillment companies to warehouse and ship our products. As a small, niche-oriented business, that allowed me to pursue my passion for product without the investment in physical warehousing and logistics.
However, over the past several months, it became clear that this structure was no longer capable of meeting my personal standards for customer satisfaction, product presentation, and timely shipping.
After an exhaustive search, I am excited to announce that The Hanger Project is finally in its own warehouse. For those of you who had a bad experience in our previous configuration, please accept my sincerest apologies and assurance that these sorts of experiences will no longer occur.
Fully-managing and operating our own warehouse gives The Hanger Project complete ownership of and control over our entire customer service experience – from the moment you land on our website to the moment you receive your order. And my goal is that every customer is fully satisfied. We have many ambitious initiatives planned for the next several months to further enhance the speed and reliability of our shipping.
For those of you who stuck with us, I thank you for your patience and understanding. For those of you who vowed to never subject yourself to another frustrating transaction with us again, I ask for another opportunity to serve you. And for everyone who is on our mailing list, I invite you to participate in our Warehouse Celebration Super Sale!
I am not a big fan of sales, but this occasion is a significant milestone for both me personally and The Hanger Project. And I would be honored to share this accomplishment with all of you by offering 15% Off All Orders thru Monday, July 21 with promotional code NEWWAREHOUSE.
If you would like to share your experience with me – good or bad – please do not hesitate to respond to this email or call the office at (800) 495-3201.
The new warehouse will serve as a powerful platform for me and The Hanger Project to better bring you new and exciting products to help you care for your wardrobe and otherwise enjoy the art of dressing and living well.
Kirby Allison’s Hanger Project