You talked, we listened!
Over the past few years, many of you have submitted complaints regarding our online customer service, engagement within our communities and the overall user experience of our website. Here are just a few of your complaints:
@Puffer_Reds do you ever not cancel orders
— fp gawd (@IamBerryKix) February 29, 2016
Why do you not respond to emails @Puffer_Reds ??
— 716 Kicks (@716_kicks) February 20, 2016
Might see if I can catch Puffer Reds slippin
— Mars B. Worthy Of 5 (@TheFlightOfMars) February 6, 2016
I’m sure you all caught us slippin’ a few times, but starting today, there is no more slippin! Here is where we made our improvements:
1. We’ve Decreased the Amount of Time To Process Online Orders
The average time that it took us to process and ship out orders took between 7-10+ days. We have improved our processing and shipment time to 1-3 days. This does not include the time it takes a mail carrier to deliver your package. Additionally, we’ve added more security to our payment gateway to combat fraudulent transactions and to help keep your information secure.
2. Improved User Experience on Pufferreds.com
This is a major improvement. Many shoppers complained that they were not able to find the products that they were looking for, website navigation didn’t make sense and product images were not showing up. When we redesigned our site, we designed it with the customer in mind. Now, you can shop using our re-organized layered navigation filters by:
- Shirt Size
- Waist Size
- Shoe Size
- Hat Size
We also reorganized the entire site to make sure products are in their respective categories, removed products with zero inventory and fixed any broken image links.
3. Customer Response Time
When customers would send us a message via Facebook, Twitter and/or E-mail, some of the messages were not being responded to. We have now implemented a 24-48 hour response time. If you don’t receive a response
4. Improved Social & Community Engagement
This specifically applies to our social platforms. When we post a product that you have questions about, don’t hesitate to ask the question. We will respond with an answer. We are also making a commitment to be more involved in our local communities of Ypsilanti and Detroit. We will soon have sponsorship opportunities available for local event, parties and community outreach programs. In the mean time, if you have an event that you want us to promote, visit our events page to submit your request.
5. More Products!
We’ve developed a reputation since the beginning of time that we are the purveyors of fresh! We will continue to deliver more exclusive products that will be available on our webstore.
We will continue to make on-going improvements on your website and social platforms to ensure that you, the customer, is satisfied with our products and service.