Customer Support Update

Hi everyone. 

Jake here, co-founder of Made In. I want to directly acknowledge the frustration many of you have shared around delayed orders and slow response times over the past few weeks. We’ve fallen short of the level of service we expect of ourselves, and I’m genuinely sorry. Over the holiday period, a combination of fulfillment issues and an overwhelmed support queue caused some customer requests to go unanswered for far too long. That’s on us. Here’s what we’re doing to fix it:

• We’ve doubled our customer support coverage this week to work through the backlog.
• Customers with unresolved issues are being proactively contacted by email — you shouldn’t have to chase us.
• We are committed to working through outstanding emails within the next 6 days.

This doesn’t undo the frustration many of you experienced, but we’re committed to making it right and rebuilding trust through follow-through, not words. Thank you for your patience, and for holding us accountable.

Jake