Click to view our Accessibility Statement or contact us with accessibility-related questions
Showing 1 of 274 conversations about:
JaleesaG
1550
Marketing Team
Aug 21, 2018
bookmark_border
MGHartsough
26
Aug 21, 2018
bookmark_border
JaleesaGIs it a "shipping" delay, or actually a manufacturing delay? I don't understand why a shipping delay couldn't be resolved before mid-october, almost 2 months late.
braswes
110
Aug 21, 2018
bookmark_border
JaleesaGI'm also interested in knowing if there is a manufacturing issue causing the delay and whether it's a design / fabrication / materials issue or a supply chain issue. More details and transparency please.
Rabbitman
107
Aug 22, 2018
bookmark_border
JaleesaGWow last month it was the Barusha “Prism” Knife (it took 2 more months months) this month the Schwartz “Perpetua“ knife (will take another 2 more month) and now the Cache EDC Display also 2 more months, what is going on? I don’t know why I keep buying and paying in ADVANCE for stuff they never deliver when promise , this is getting ridiculous!!
McJimmis
157
Aug 22, 2018
bookmark_border
RabbitmanI get your frustration. Massdrop in my opinion is only good for a small percentage of my purchases and the deals aren’t that great for most products especially when you put in long shipping times.
Rabbitman
107
Aug 22, 2018
bookmark_border
McJimmisHahah I know sh..t happens but 3 droops in a couple of months is really bad luck hahaha as a matter of fact the 2 Spydercos the gold Endura and the Gold Delica are going to be delay 4 Months too so is 5 items that I got in waitting list really really BAD luck
dapperist
2
Aug 22, 2018
bookmark_border
JaleesaGHaving worked at import and export business, this is most likely due to manufacturing issues not a shipping issue..
It would be greatly appreciated if you guys are more transparent with the cause of the delay.
JonasHeineman
5987
Aug 22, 2018
bookmark_border
JaleesaGHey folks -- I totally understand why folks are disappointed in the delay, and I wanted to give some further context for why this happened.
1) Our Estimated Ship Date was probably a bit ambitious; that's on me. 2) There was a delay in payment processing, and manufacturers generally will not order materials or begin work until they get at least a large deposit. 3) We have an independent contractor who does on-site quality control inspections for us on a number of products that are manufactured overseas, and this person was enlisted to inspect the Cache EDC. During inspection, they found a that some units had minor issues - some glue showing near seams, and the footers of the knife tray not attached well enough. We rejected any units that were not up to spec and were not able to be made perfect. The manufacturer was very understanding and is committed to shipping only units that meet our specifications. I actually visited them in China last week and they are running a very impressive facility. 4) Boats are hella slow y'all, and these are way too heavy to put on a plane. Sometimes when things are late, we just fork over a bit more and put things on a plane - works great for headphones and knives, but given the price of these relative to their size and weight, it's just not feasible. Also, container space has to be reserved - so if you miss your date, you can't just roll a truck up to the dock and say, "hey, you fellas headed to New Jersey?" We have a freight forwarder who has access to a lot of cargo space, but it often takes a few days to schedule pickup and another week to find space on a US-bound vessel. 5) Our new date takes into account the time to clear customs, which is a variable well beyond our control - if they get through sooner, we'll certainly ship them sooner.
So now you probably know more about manufacturing and shipping that you really wanted to, but we do try very hard to be transparent and I'm glad to share this info with everyone. All of that being said, we probably could have seen the delay coming and messaged it to the group a bit sooner. We try to stay ahead of these things, but sometimes we don't do as good of a job as we'd like to. As with all aspects of the business, we do listen to the community and do our best to improve based on your comments - this is no exception.
Apologies for the delay and thanks for holding us and our vendors accountable. We appreciate your patience and will get these shipped ASAP. -- Jonas
CC: @MGHartsough @SonGoku @braswes @DDro @Rabbitman @McJimmis @dapperist
1) Our Estimated Ship Date was probably a bit ambitious; that's on me. 2) There was a delay in payment processing, and manufacturers generally will not order materials or begin work until they get at least a large deposit. 3) We have an independent contractor who does on-site quality control inspections for us on a number of products that are manufactured overseas, and this person was enlisted to inspect the Cache EDC. During inspection, they found a that some units had minor issues - some glue showing near seams, and the footers of the knife tray not attached well enough. We rejected any units that were not up to spec and were not able to be made perfect. The manufacturer was very understanding and is committed to shipping only units that meet our specifications. I actually visited them in China last week and they are running a very impressive facility. 4) Boats are hella slow y'all, and these are way too heavy to put on a plane. Sometimes when things are late, we just fork over a bit more and put things on a plane - works great for headphones and knives, but given the price of these relative to their size and weight, it's just not feasible. Also, container space has to be reserved - so if you miss your date, you can't just roll a truck up to the dock and say, "hey, you fellas headed to New Jersey?" We have a freight forwarder who has access to a lot of cargo space, but it often takes a few days to schedule pickup and another week to find space on a US-bound vessel. 5) Our new date takes into account the time to clear customs, which is a variable well beyond our control - if they get through sooner, we'll certainly ship them sooner.
So now you probably know more about manufacturing and shipping that you really wanted to, but we do try very hard to be transparent and I'm glad to share this info with everyone. All of that being said, we probably could have seen the delay coming and messaged it to the group a bit sooner. We try to stay ahead of these things, but sometimes we don't do as good of a job as we'd like to. As with all aspects of the business, we do listen to the community and do our best to improve based on your comments - this is no exception.
Apologies for the delay and thanks for holding us and our vendors accountable. We appreciate your patience and will get these shipped ASAP. -- Jonas
CC: @MGHartsough @SonGoku @braswes @DDro @Rabbitman @McJimmis @dapperist
MGHartsough
26
Aug 22, 2018
bookmark_border
JonasHeinemanThanks for in depth reply, and allowing refunds for those who would like on what was supposed to be non-refundable (I have to acknowledge the good with the bad). In all honestly I completely understand things happen and it is what it is, but with that being said
I understand manufacturers not fronting materials until being paid, (it was easy enough to process our payments upfront though) But what's that's that account for, a couple days? "Probably" should've seen the delay coming is a bit off if you were at the facility a week ago and knew about their current progress/issues while also knowing freight times, customs, etc. So yeah - you should've told people way sooner than a single week before the promised ship date.
This is the sort of thing that kept me from participating in Massdrop for so long. Will likely keep me at bay a while too.
I understand manufacturers not fronting materials until being paid, (it was easy enough to process our payments upfront though) But what's that's that account for, a couple days? "Probably" should've seen the delay coming is a bit off if you were at the facility a week ago and knew about their current progress/issues while also knowing freight times, customs, etc. So yeah - you should've told people way sooner than a single week before the promised ship date.
This is the sort of thing that kept me from participating in Massdrop for so long. Will likely keep me at bay a while too.
braswes
110
Aug 22, 2018
bookmark_border
JonasHeinemanThank you for the detailed explanation. I appreciate seeing how the sausage is made. Because I'm not in this for instant gratification, I'm ok with a delay - as long as there are good reasons and transparency. That said, I do agree with the comment that a 2 month delay should have been identified as a risk way earlier than 10 days before the due date.
So you want to learn some lessons and improve?
- no small slips - slip once and slip big. nothing is more demoralizing to be told something will be 2 months late and then a month later be told it's going to be another 2 months late. Make your first schedule slip big enough to be 100% certain you will make your date. If you go earlier, you'll delight your customer
- communicate early and often. On these long lead projects, weekly status updates would not be too much information.
- under-promise and over-deliver. If the original ship date for the drop had been November, it probably would not have cost you too many sales, and when you shipped in October, you would be heroes.
So you want to learn some lessons and improve?
- no small slips - slip once and slip big. nothing is more demoralizing to be told something will be 2 months late and then a month later be told it's going to be another 2 months late. Make your first schedule slip big enough to be 100% certain you will make your date. If you go earlier, you'll delight your customer
- communicate early and often. On these long lead projects, weekly status updates would not be too much information.
- under-promise and over-deliver. If the original ship date for the drop had been November, it probably would not have cost you too many sales, and when you shipped in October, you would be heroes.
Rabbitman
107
Aug 23, 2018
bookmark_border
JonasHeinemanHi Jonas, one question, in all the other drops I have in delay (5 in total) has given me 10.00 credit to use in future drops as a incentive for waiting an extra month or two, in this one is 4 months and NO incentive?
SomeITGuy
7
Oct 8, 2018
bookmark_border
JaleesaGDo you have an update on the current status of this as we're only a few weeks away from shipping?
McJimmis
157
Oct 9, 2018
bookmark_border
SomeITGuythe last update would put us at shipping in the next week. My guess is it’s getting pushed back further since there hasn’t been any word.
SomeITGuy
7
Oct 9, 2018
bookmark_border
McJimmisThat would be my guess, I'm hoping to get an official response one way or another to confirm.
Thanks!
Thanks!
SomeITGuy
7
Oct 9, 2018
bookmark_border
JonasHeinemanDo you have an update on whats going on with this? The lack of communication on this is starting to get rather frustrating.
braswes
110
Oct 9, 2018
bookmark_border
SomeITGuyAgreed. The lesson that Massdrop should be taking from all this is that there is no such thing as too much communication. Weekly status updates would not be too much in this case.
Drop Refurbished
Like-new products you can trustDrop Rewards
Get $5 for every 500 points you earn! Learn more
Drop Keyboard Club
Become a member and expand your keycap collectionCollaborate With Us
For Brands & DesignersFollow Drop
We apologize for this significant delay and we know it is extremely disappointing for everyone involved. We’re working closely with our shipping partner to prioritize this shipment and get it to our warehouse as soon as possible. If you don’t want to wait the additional time, you can cancel your order via the transactions page: https://www.massdrop.com/transactions Again, we apologize for the delay. We’ll provide an update in September with the latest information.