Pushing positive change
Recently, we’ve been seeing a flurry of emails, calls, Tweets and reviews from dissatisfied, angry and confused customers. This morning, a much-respected news site released a story that sheds light on us as a startup, our customer service, or lack of, and major shipping delays.
These past few months have been nothing less than an eye-opening experience for Combat Gent, and for me especially as its founder. So I wanted to address many of these issues first-handedly and, if you’ll graciously accept, offer my deepest apologies for letting you down. My only hope is that you will give us another shot to learn from this situation and better service you in the long run.
We launched in 2012 with a mission to help guys get where they want to go. Lately, we’ve been struggling to fulfill that mission. You may have seen the explanations — orders stuck on shipping containers, sizes out of stock, items backordered due to demand… And while this all remains true, it really comes down to one thing: Keeping up has proven incredibly difficult.
Combat Gent is a small team of 17 people, and each of us, regardless of title, has been working on the floor to respond to emails, pick up calls and fulfill orders as fast as we can. This week, our team pulled four consecutive all-nighters printing labels, packing orders and hauling boxes to UPS. This is no “pity us” story. We understand that this is what it takes. At the same time, your satisfaction is our number one priority, and I’m disappointed that we haven’t been able to deliver on our promises.
We are taking action to make things right, and we have already begun taking the steps we need to improve: Adding new factories to meet demand and shorten turnaround, onboarding additional customer service representatives and implementing stronger communications and growth strategies. Our team — myself included — is working around the clock to answer your messages and make sure you get your suits, tuxedos, shoes, bags and delayed orders as soon as possible.
Your wedding matters to us. Your job interview matters to us. That rush of confidence you feel when you put on that suit to tackle your day at work — that matters to us. I am committed to you, my team and turning this ship around. I know I’m asking you for patience we may not deserve, but I wholeheartedly believe that we will come out of this stronger.
Thank you for allowing Combat Gent the opportunity to do and be better.