GlobeInReviews of globein.com

Reply from GlobeInNov 23, 2020

Hi Sharon, Thank you for providing this feedback. You should have received an email regarding your September box on 11/13/20 and another email regarding your October box on 11/17/20. These emails explained that we are in the final stages of our move to a new fulfillment center and provides timelines on when we expect all delayed orders to be shipped. Because we are moving all of our inventory, some items are getting restocked and input into the new fulfillment centers system faster than others. Because of this, boxes are not shipping out in order as we are trying to get as many shipments out as we can while this move finishes up as to not get further behind. If you didn't receive those emails or need additional information, please feel free to contact our Support Team at [email protected]. Best wishes, The GlobeIn Team

Reply from GlobeInNov 23, 2020

Hi Emily, Thank you for providing this feedback. You should have received an email regarding your September box on 11/13/20 and another email regarding your October box on 11/17/20. These emails explained that we are in the final stages of our move to a new fulfillment center and provides timelines on when we expect all delayed orders to be shipped. If you didn't receive those emails or need additional information, please feel free to contact our Support Team at [email protected]. Best wishes, The GlobeIn Team

Reply from GlobeInNov 23, 2020

Hi Natalie, Thank you for providing this feedback. You should have received an email regarding your September box on 11/13/20 and another email regarding your October box on 11/17/20. These emails explained that we are in the final stages of our move to a new fulfillment center and provides timelines on when we expect all delayed orders to be shipped. If you didn't receive those emails or need additional information, please feel free to contact our Support Team at [email protected]. Best wishes, The GlobeIn Team

Reply from GlobeInNov 19, 2020

Hi Meg, Thank you for this feedback and I have forwarded it to the appropriate departments. As our customers know, we are in the final stages of moving to a new fulfillment center and it is causing a temporary disruption of our shipping processes. We are happy to announce that all inventory has finally made it to the new facility and hundreds of orders are being shipped out everyday. If you have any specific questions regarding your subscription plan or our artisan items, please don't hesitate to reach out to our support team at [email protected]. Best wishes, The GlobeIn Team

Reply from GlobeInNov 18, 2020

Hello, Thank you for sharing your feedback with us and we're so sorry for this. Customer Support doesn't manage the Mavens Group so I am not sure why your posts may have been removed. I have forwarded the message to the team so that they can hear this as well. That group is not meant to be a Customer Support channel and we do request that customers reach out to our Support Team instead of posting customer support related issues within the Facebook Group as outlined in the community guidelines accepted before entering the group. If you still need assistance regarding your subscription or have any further questions, please reach out to the Support Team at [email protected]. Unfortunately, we are unable to help you though this public post. Best wishes, The GlobeIn Team

Reply from GlobeInNov 16, 2020

Hi Kelley, Thank you for providing this valuable feedback and we are so sorry for the continuous delay here as we finalized our move to a new fulfillment center. We recently sent out an email regarding your order, I have included a copy below: Dear Customer, We know that you’ve been patiently waiting for your August and/or September orders. We cannot begin to express our gratitude for sticking with us during this extended delay. Thank you, thank you! We hope you were able to spend the $10 add-on credits that we added to your account earlier this month on something you really love. We have good news! All of the remaining inventory from our previous warehouse has been delivered to our new warehouse and hundreds of orders are being steadily fulfilled everyday. If you’re receiving this email, your order is being processed for shipment and we estimate all August and September orders will be shipped out by the end of next week. If you’re waiting for your October shipment, we’ll be sending a separate update, so please keep an eye out for that email. If you would prefer to cancel your order and receive a full refund, please click on the button below by 11:59 PST on Sunday, November 15th. If you select this option, and if your order has not been shipped by the morning of Monday, November 16th, we will cancel any orders from August or September for you and process a full refund within 48 hours of this deadline. (Please note that it can take several business days for the credit to appear on your bank statement after the refund has been processed). If you would prefer to wait and keep your order, no action needs to be taken, we will ship your order to you in the coming week and you will receive a tracking number via email. We sincerely hope that you will keep your order and receive the products the Artisans have created, we think it will be worth the wait! XXX BUTTON XXX Sincerely, Hanna and the GlobeIn Team Since this is a copy of the email, there is no button for you to press. If you'd like to cancel and be refunded your order, please do so in the email you received or our Support Team will assist you through one of the emails you sent to us. Again, we sincerely apologize for this long wait and we're very sorry for the frustration. Please let us know if you have any other questions in the meantime as well. Best Wishes, The GlobeIn Team

Reply from GlobeInNov 16, 2020

Hi Laura, Thank you for providing this valuable feedback and we apologize for any inconvenience here! Unfortunately, we are unable to take phone calls at this time due to our limited Customer Support Team. We transferred over to an email Customer Support system a few years back because we noticed it was much more efficient to be able to answer customer emails faster while providing necessary attachments, documentation and assistance with inquiries. I see that you just emailed into us on Friday and we are closed over the weekend which is why you haven't received a response from our Support Team yet. We recently sent out an email regarding your order, I have included a copy below: Dear Customer, We know that you’ve been patiently waiting for your August and/or September orders. We cannot begin to express our gratitude for sticking with us during this extended delay. Thank you, thank you! We hope you were able to spend the $10 add-on credits that we added to your account earlier this month on something you really love. We have good news! All of the remaining inventory from our previous warehouse has been delivered to our new warehouse and hundreds of orders are being steadily fulfilled everyday. If you’re receiving this email, your order is being processed for shipment and we estimate all August and September orders will be shipped out by the end of next week. If you’re waiting for your October shipment, we’ll be sending a separate update, so please keep an eye out for that email. If you would prefer to cancel your order and receive a full refund, please click on the button below by 11:59 PST on Sunday, November 15th. If you select this option, and if your order has not been shipped by the morning of Monday, November 16th, we will cancel any orders from August or September for you and process a full refund within 48 hours of this deadline. (Please note that it can take several business days for the credit to appear on your bank statement after the refund has been processed). If you would prefer to wait and keep your order, no action needs to be taken, we will ship your order to you in the coming week and you will receive a tracking number via email. We sincerely hope that you will keep your order and receive the products the Artisans have created, we think it will be worth the wait! XXX BUTTON XXX Sincerely, Hanna and the GlobeIn Team Since this is a copy of the email, there is no button for you to press. If you'd like to cancel and be refunded your order, please do so in the email you received or our Support Team will assist you through one of the emails you sent to us. Again, we sincerely apologize for this long wait and we're very sorry for the frustration. Please let us know if you have any other questions in the meantime as well. Best Wishes, The GlobeIn Team

Reply from GlobeInNov 16, 2020

Hi Lia, We're very, very sorry about this continuous, frustrating delay in your October shipment. You should have received an email from our CEO and Founder, Vlad. If you haven't seen it, I've pasted a copy below which provides information for your shipment and a detailed explanation of what has been going on with our move. Please let us know if you have any further questions and we'll be happy to help you further: Dear Customer, Thank you for sharing your feedback and frustrations about our shipping delays both with the Customer Service Team and in our GlobeIn Mavens Community. I hear you and I know that I’ve let you down not just this month, but for the past several months. For this, I sincerely apologize. I’m sure you’ve heard from our team that we are moving to a new fulfillment center and I also know you may have grown weary of this explanation. I take responsibility for not having addressed our fulfillment issues and shipping delays sooner. The process of moving fulfillment centers usually takes 6-12 months and we will have completed our move in just under 3 months because we believe it was urgent and critical to improving our customer’s experience. There are 12 major steps to the process of moving to a new fulfillment center and we want to assure you that we are nearing the end at steps 10-12. In full transparency, I want to share with you these steps, so you can see how far we’ve come and where we are going. + We needed to identify the fulfilment center space requirements to ensure that as we grow we can continue to offer you more products and that there is space within our facility to meet those needs. + We needed to locate and vet the best and most efficient providers in our industry to ensure that orders are accurate and not held back by technological limitations. + We needed to evaluate our new potential fulfillment center’s packing procedures and performance to ensure orders are packed properly and securely. + Patrick, our Director of Fulfillment Operations, needed to visit our new facility to determine how successful our operations will be by witnessing their procedures, speaking with warehouse associates, and evaluating the facilities cleanliness. + Once we had gone through this vetting process we needed to choose the center that is best suited for our company, our growth, and that would be able to address our concerns and also the concerns of our customers. + Once we made this decision we needed to inform the new fulfillment center that they were our selected partner and sign agreements. + We needed to provide our previous fulfillment center 30 days notice that we were moving our operations. + We needed to complete inventory analysis to determine what inventory will be transferred to the new partner and determine how many trucks will be required to ship thousands of products and plan accordingly. + We needed to ensure that our internal systems were synced and connected to our new partner’s and then test these systems before starting operations and training our staff on how to use these new systems. + We are currently transferring our inventory to our new fulfillment center and are about 75% complete. + As products are delivered to our partner they are receiving them into their system. Once 100% of the products have been transferred and then received this step will be complete. + We are currently packing and shipping orders from our new facility! However, since step 10 and 11 are not 100% complete there are still orders that are delayed. In some cases we are still waiting to receive items from artisan groups. Some items are still held up in global ports and at US Customs due to Covid. We may continue to see delays across the supply chain due to Covid this year, as rates spike again. Closures are out of our control, but we are doing everything we can to meet your expectations while at the same time, supporting the artisans who make GlobeIn possible. For this reason, and when possible, we may split up your order so that you receive the items in stock without delay. If you have any other feedback for us, please always feel free to visit https://globein.com/maven-feedback. Our team reviews this feedback together on a monthly basis and discusses how to improve. We always aim to make your experience better and we know that this move, although difficult now, will ultimately make your shipping faster and better in the coming months. Sincerely yours, The GlobeIn Team