Coveroo - Message to Customers

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A Message to Our Customers As the holiday season comes to a close, we would like to take this opportunity to thank all of our customers and to apologize to those we have inconvenienced in one way or another this season. During the past several weeks, demand for Coveroo products has grown way beyond our expectations and, as a result, we’ve had a hard time keeping up with fulfilling these orders. Before the holidays, our young company had prepared heavily to increase our production capacity but unfortunately it was not enough to keep pace with the incredible demand. We added equipment, hired more personnel, and have been working 24 hours a day, 7 days a week since before Thanksgiving to manufacture and ship all orders as quickly as we can. We have a dedicated team here doing our best but each and every Coveroo product is made-to-order per your specifications and unfortunately we can only make so many so fast. During the course of the year, we took pride in exceeding customer expectations. We normally ship orders ahead of schedule and respond to customer service requests within 1 business day. However, this season, we did not maintain this service level due to the extremely high order volume. As we read through each and every email, Facebook post, and comment you’ve sent us since Thanksgiving, what was particularly frustrating to many of our customers was your inability to reach us directly. Many experienced a full voicemail box and severely delayed responses to email. Please know that we value each and every comment you’ve made and, despite our best efforts, we had far more customer inquiries coming in than we had staff to respond. If you are one of those customers who are not 100% satisfied with our service this season or you feel that we have inconvenienced you in any way, please send us an email at makegood2011@coveroo.com and we will do our best to make it up to you. Moving forward, you have our commitment that we will work very hard as a company to make the necessary improvements to return to the production times and exceptional customer service you’ve come to expect from Coveroo at all times of the year. Thank you for your patience as we worked through challenges and growing pains this holiday season. Wishing you and your family Happy Holidays and A Prosperous New Year. James Chapman General Manager

A Message to Our Customers

As the holiday season comes to a close, we would like to take this opportunity to thank all of our customers and to apologize to those we have inconvenienced in one way or another this season.

During the past several weeks, demand for Coveroo products has grown way beyond our expectations and, as a result, we’ve had a hard time keeping up with fulfilling these orders.

Before the holidays, our young company had prepared heavily to increase our production capacity but unfortunately it was not enough to keep pace with the incredible demand. We added equipment, hired more personnel, and have been working 24 hours a day, 7 days a week since before Thanksgiving to manufacture and ship all orders as quickly as we can. We have a dedicated team here doing our best but each and every Coveroo product is made-to-order per your specifications and unfortunately we can only make so many so fast.

During the course of the year, we took pride in exceeding customer expectations. We normally ship orders ahead of schedule and respond to customer service requests within 1 business day. However, this season, we did not maintain this service level due to the extremely high order volume.

As we read through each and every email, Facebook post, and comment you’ve sent us since Thanksgiving, what was particularly frustrating to many of our customers was your inability to reach us directly. Many experienced a full voicemail box and severely delayed responses to email. Please know that we value each and every comment you’ve made and, despite our best efforts, we had far more customer inquiries coming in than we had staff to respond.

If you are one of those customers who are not 100% satisfied with our service this season or you feel that we have inconvenienced you in any way, please send us an email at makegood2011@coveroo.com and we will do our best to make it up to you.

Moving forward, you have our commitment that we will work very hard as a company to make the necessary improvements to return to the production times and exceptional customer service you’ve come to expect from Coveroo at all times of the year.

Thank you for your patience as we worked through challenges and growing pains this holiday season.

Wishing you and your family Happy Holidays and A Prosperous New Year.

James Chapman
General Manager