a mistake, an apology, a resolution
NOTE: This post was published Monday evening (Oct. 1) and there is now an important addition to American Crafts’ message at the bottom of the post as well as a personal note from me, both which were added later that same night.
Hi friends! First of all – thank you tremendously for your excitement and support as we kicked off our month-long celebration today! We feel your enthusiasm and are reminded again how amazing our customers/readers/friends are. This is going to be a very, very fun month and we’re excited to share it with you!
Something has come to my attention today: an error with the HSN Mini Kit AutoShip (which some of you purchased back in March). I know this doesn’t pertain to all of you, but publishing a blog post is the best way to reach as many of our customers as possible. The following letter is written by our friends at American Crafts. I do hope you sense our sincere apology. We have always aimed for excellence in Customer Service and I am personally grateful to American Crafts for coming up with a remedy for this unfortunate situation.
HSN Mini Kit Auto-Ship – An Apology from American Crafts
As those of you who recently got your HSN Mini Kit auto-ship know, the Amy Tangerine Cut & Paste Mini Kit was inadvertently shipped in place of the exclusive Amy Tangerine Mini Kit.
We at American Crafts produce the Mini Kits for Becky Higgins. Amy Tan is one of our designers. Both trust us to produce products that have their names on it. We take responsibility for the error and are truly sorry for the mistake. It happened because an American Crafts’ employees failed to make it clear to our supplier that there were two different Amy Tangerine kits. And so the Cut & Paste kit was double-produced and the wrong Amy Tangerine kit sent to HSN.
As a token of our regret and to try to make it up to those who received the wrong kit, we’d like to send you a mini kit of your choice. To receive the mini kit, please send an email to email@example.com with a photo of your HSN packing slip attached, your mailing address, and your Mini Kit selection. You can choose from the three mini kits pictured here:
Again, we’re very sorry for the error. We also apologize to Becky and Amy for any bad light this has cast on them and their brands. They are both excellent friends and partners and we hope you don’t hold this against them in any way. We’re also sorry for any inconvenience this causes HSN, another valued partner.
Added note from American Crafts.
We’ve been monitoring the feedback you’ve posted regarding our apology and proposed resolution. Thanks for letting us know what you’re thinking! Again, we apologize for what happened. It was our mistake, and we’re sorry.
American Crafts makes thousands of products and want customers to be happy with every one of them. When something goes wrong – as it occasionally does – we try to come to a resolution that will satisfy our customers.
Our intent in offering the three mini kits as a solution was to quickly get replacement product in your hands. For some of you, this will be a suitable outcome. Many customers are happy with the product they received. For others, only the original Amy Tangerine Mini Kit that was shown on HSN will do.
American Crafts is very willing to produce the Amy Tangerine kit, but it will require 90 days for us to do so. (That seemed like a long time to wait, which is why we went with our original plan.) But if you’re okay waiting, we’ve decided to ship the Amy Tangerine Mini Kit to those who want it. Those who choose this option will also get a free Project Life Date Stamp for the additional wait and as an added token of our regret.
Here are the various options available to you at this point for resolving the issue:
Option 1. Send an email to firstname.lastname@example.org with a photo of your HSN packing slip attached, your mailing address and your mini kit selection option (just write in the body of the email which of the four options you prefer). You can choose from one of the following (3 are shown above):
- Dear Lizzy Polka Dot Party Mini Kit (ships within 2-5 business days)
- Seasons Mini Kit (ships within 2-5 business days)
- Childhood Mini Kit (ships within 2-5 business days)
- Amy Tangerine Mini Kit (the one you originally signed up for) + a Project Life Date Stamp (ships around the first part of January)
(American Crafts doesn’t have access to HSN’s customer database and that’s why we need you to send a photo of your HSN packing slip. We need this to independently verify your purchase. Sorry for the inconvenience.)
Option 2. For those of you unsatisfied with any of these options, we encourage you to contact HSN customer service for a refund.
Thanks again for your patience and understanding as we work to resolve this issue. Please note that the third installment of the auto-ship (the Maggie Holmes Mini Kit and album) will ship as planned.
Personal note from Becky
Friends: American Crafts really wanted to take full responsibility for this mistake and address the issue directly – which I very much appreciate. I do think that having these 3 options allows for those affected customers to choose which makes the most sense for them personally, knowing that no one can go back in time and change the mistake that happened. Please know that no one on this end is taking the situation lightly. We all deeply regret that it ever happened.
There are some of you who kindly reached out in support, realizing that this was an honest mistake. You offered kindness and understanding. Please know that went a long way with me. I read every comment. I understand what it feels like to be a disappointed customer, and I’m also patient enough to appreciate the fact that we all have different ways of handling disappointment.
The most difficult part about all of this to me personally, is learning that some of my dear customers felt dissatisfied. We work so hard to help our customers have a great experience. I devote so much care and time and energy in my work so that Project Life can have a positive impact on individuals and families.
This error is, well … an error. We’re human. We’re trying. Sometimes we stumble. And when we do, we work to correct our mistakes. At the end of the day, we all want to go to bed knowing that we’ve done our best to handle circumstances with integrity and thoughtful intentions.
I really do appreciate American Crafts working hard to make things right. They are listening. We are listening. I genuinely appreciate your patience and understanding.