Pop 'N Go Update!
I want to start this update by apologizing to anyone who has experienced frustration in this process. We've had so many challenges trying to start up this business and it's so frustrating because we hate seeing people unhappy, especially those that supported us.
For anyone wondering, this is not my full-time job. I am a full-time mom, with a full-time job, and this was a fun side project that I hoped to eventually grow into a business for my family.
When we first launched this campaign, there were SO many things that we now wish we knew or sought advice on. We wish we fully understood the challenges with shipping a large item internationally. We wish we would have ordered lots of extra parts up front to help anyone that had issues with the product. We wish we would have partnered with a fulfillment company that actually offered returns and customer service. We wish we would have hired someone to handle customer inquiries. And on and on.
Unfortunately, we're having to learn many things the hard way. But we want you guys who are having issues to know that we do care. And we are doing the best we can.
We know it's not enough, and we know we can do better. And we will. We just need a little time.
For those who got the wrong color or had an issue with your order (this is a very small percentage, but even a small percentage on 4,000 orders is a LOT of work), we are working on numerous things such as a return service, extra inventory and parts, and hiring a customer service person or team to help field messages, calls, and emails.
For those still waiting for an International order, we are close to partnering with a company that can help fulfill 90% of these orders.
For those wondering why you've sent a message and haven't gotten a response yet, it's because we have hundreds of messages and emails to get through, and each one requires a tremendous amount of time. We have to look your order up on Backerkit to verify your survey went through. Then we have find if you were from Kickstarter or Indiegogo. Then we have to look you up in the Fulfillment dashboard to see what happened with your order. Then we have to check the credit card processing to see if your payment went through. Then, if we can't clearly see the answer, we have to contact the fulfillment company and wait for a response. They usually respond to us and say "we are looking into this." Meanwhile, we have to wait, and by then, 10 other messages have come in.
I'm only telling you guys this because it seems like a lot of people think or feel that we don't care and we're just ignoring people. The reality is, we do care, we're frustrated too, and we're completely inundated with messages and emails and trying to get to everyone with extremely limited time to work on this.
Please bear with us if you are having an issue. We are not going to leave anyone hanging, and we want to fix your issue and make you happy as bad as you want it done.
Thanks for your patience and support, and stay tuned for more updates.
Marie & the Pop 'N Go team
Check out some of these other great campaigns that are helping us reach our goals along our Kickstarter journey!
A "Mountain to City"puffy jacket that's packable, lightweight, and eco-friendly, with headphone port, glove pockets, and more! CLICK HERE
A set of titanium utensils: healthy, convenient, stylish, and, most of all, sustainable! CLICK HERE
An incredible, quick charge and globally compatible device that combines a wall charger, power bank and wireless charger! CLICK HERE
A camping hammock that allows you to sleep on your back, side, or even your stomach with tantalizing comfort! CLICK HERE
The quickest way to access your items on the go & secure a 2nd bag to your rolling luggage. Designed to speed through airport security! CLICK HERE