2014 Valentine’s Day Order Advisory
Weather Affecting Valentine’s Day Deliveries
Progress Update (2/20, 4:15 PM PT): To our valued customers: Replacement orders from the recent storms are shipping but things are not “back to normal” yet. Our distribution centers across the country are working diligently to ensure that your order arrives as as quickly as possible AND in the condition that you expect from us.
If you have still need assistance, please call us toll-free at 1-877-237-7437. There is no waiting time on our phone lines.
Progress Update (2/19, 10:00 AM PT): We wanted to give you another update. Through the night, we’ve continued making more progress.
Our customer service agents are able to take your call and get your order resolved immediately. There is no wait time on our lines, so please call us toll-free at 1-877-237-7437.
Our email backlog is significantly reduced and we’re nearly back to normal. We’ve been able to contact most of you individually by now, but calling us is the most efficient way for us to help you today.
Thanks for your patience. We’ll make it right.
Progress Update (2/18, 4:03 PM PT): We’ve polled our agents today to hear what you are saying to them. We’ve heard that you are greatly disappointed. And, we’ve heard stories like missing a Valentine’s Day gift for the first time in 15 years. These are tough for us to hear, especially knowing that you’ve trusted us. We are truly sorry/
But, we’ve also heard that you like having several options for ways that we can make it up to you. And we sincerely appreciate that many of you are giving us another chance to replace your gift.
Our agents are extending an invitation to call them. They are enjoying talking one-on-one with you and want the opportunity to help make things right for you. Call us toll-free at 1-877-237-7437.
Progress Update (2/18, 9:12 AM PT): Overnight we’ve made a big dent in our email queue.
Due to the sheer volume of emails we received, it has taken longer to respond. If we haven’t personally responded to your email yet, we are sorry. The good news is that we anticipate that within 24 hours we will have sent an email to you about your individual issue.
We are still recommending the fastest way to get help is to call us. 1-877-237-7437. No wait time on the phones.
(2/17, 7:15 AM PT) Update on Valentine’s Day Orders:
If your gift still hasn’t been delivered, then there’s a good chance that it will arrive today. Most likely, it will not be of the quality that you have come to expect from us, due to freezing or damage as a result of the transit delay.
If that’s the case, then let us make it up to you. We are committed to you as our customer and sincerely want to make this right. We stand by our 100% satisfaction guarantee, no matter what.
You trusted us, let us regain that trust.
(2/16, 8:53 PM PT) Update on Valentine’s Day Orders:
We’ve had a rough Valentine’s Day, and there’s no denying the storm hit us hard, too. What sets us apart is that we have put you, as our customers, first. And, it’s been our pleasure.
We are still responding as quickly as possible to address every single one of you. Our teams are working over-time, and we remain fully staffed. We’ll be here all night for you.
There is still an email backlog. If we haven’t yet responded to your email, we are sorry. Our customer service team has been working 24/7 to respond to every email. The good news is, we have no hold times on the phones. For the speediest resolution, call us at 1-877-237-7437 and we’ll happily take care of you.
We are standing by our satisfaction guarantee and still want to deliver on our promise to you. No matter what.
(2/16, 4:48 PM PT) Update on Valentine’s Day Orders:
We’re here until this is over.
Our efforts will not stop until we’ve addressed every single customer issue. We will continue to work around the clock until we can make this better.
Employees from across all departments are coming together to take care of you. We mean it when we say that we’re committed to delivering. No matter what.
Right now we have ***no wait time*** for phone calls. Our phone is: 1-877-237-7437
(2/16, 12:52 PM PT) Update on Valentine’s Day Orders:
To our valued customers:
As we’ve described in our earlier communications, severe weather conditions on the East coast caused major shipping delays across the entire United States. As a result, there are many deliveries that are still delayed. If your gift has not arrived yet, we are very sorry. Additionally, when the gift does arrive, it likely will not be of the quality that you have come to expect from us, due to freezing or damage as a result of the transit delay.
Here’s what we are doing now:
We are in the process of contacting customers who have not received their product. Please check your email for more information. We are committed to resolve this in the best possible way. We appreciate your patience and sincerely regret that recent weather problems kept us from delivering a “wow” experience. You are our #1 priority and taking care of you is of the utmost importance.
Also, if you have received product and have ANY ISSUES, please contact our customer service department via email at socialcs@sm.berries.com.
We realize the importance of this occasion and are committed to ensuring your satisfaction.
(2/16, 7:42 AM PT) Update on Valentine’s Day Orders:
We know that you have been waiting patiently to hear from us. Our customer service teams have been working over-time and through the night. Our over night crew is now being relieved with fresh faces who are eager to take care of you.
(2/15, 7:30 PM PT) Update on Valentine’s Day Orders:
We absolutely understand each and every concern that you’re sharing. We’re doing everything possible to respond as soon as possible, and we understand your frustration in the longer response time due to the winter storms. If you’ve already reached out to Customer Service, please be patient and we’ll respond as quick as possible.
We greatly appreciate your patience. We are addressing your concerns and taking care of you as soon as we can. Above all, we truly care about you, the customer, and we promise to make this right.
(2/15, 6:30 PM PT) Update on Valentine’s Day Orders:
We know some of you are still waiting on your Valentine’s Day delivery and we are sorry if that’s the case.
We are still working hard to get those berries to you up until 8pm local time tonight. Despite the weather challenges this year, we’re still 100% committed to making it right for you.
(2/15, 4:00 PM PT) Update on Valentine’s Day Orders:
To all of our customers,
We have been implementing every resource available to respond to every customer service inquiry regarding your Valentine’s Day delivery. Our customer service department is working 24/7 to answer your calls and messages. Employees from across our entire company are rallying to help with the large volume of customer service inquiries around this unique weather challenge. Our CEO is personally assisting customers. We are so sorry for the delay. Please know that we are doing everything we can to get back to you as soon as possible and appreciate your patience and understanding as we work through trying to make it right for you. You are our number one priority right now and we are doing the best we can to take care of every single customer.
Thank you,
Doug Chaplin
Head of Customer Service
(2/15, 12:15 PM PT) Update on Valentine’s Day Orders:
If you are anticipating that your gift will arrive today, please know we are still making every attempt to complete deliveries through 8pm local time. Once your order arrives, please contact us with any concerns.
Our guarantee is simple: if you are not satisfied, we will make it right.
Customer service agents are available at 1-877-237-7437. Unfortunately, we are still experiencing a very high number of inquiries and it is taking longer to respond than we’d like. Please bear with us; we are committed to helping you.
(2/15, 8:45 AM PT) Update on Valentine’s Day Orders:
To our valued customers: We understand your frustration and are doing everything possible to address delayed Valentine’s Day orders. Our nationwide shipping network was materially disrupted and we are working closely with our delivery partners and many will attempt deliveries today by 8pm recipient time. We will provide status updates here and we will also be sending email communications to customers as updates are available.
This was not the Valentine’s gifting experience we wanted to deliver, and we are truly sorry.
Our customer service center is open 24/7 and we are working diligently to respond to each and every communication from our customers. We are currently experiencing a very high number of inquiries, and it’s going to take longer to respond than we’d prefer.
Rest assured, if you have contacted us, we will respond and do our very best to take care of you.
(2/14, 6:45 PM PT) Update on Valentine’s Day Orders: Weather Continuing to Affect Deliveries
Due to severe weather many gifts were not delivered on-time for Valentine’s Day. For that we are truly sorry. We stand by our satisfaction guarantee and are here to make it right. Our customer service agents are available to address concerns at 1-877-237-7437.
(2/14, 2:45 PM PT) Update on Valentine’s Day Orders: Weather Continuing to Affect Deliveries
Severe weather continues to cause delays in deliveries. Our partner carriers are doing everything possible to deliver items that can’t be delivered today by tomorrow Saturday, February 15, 2014, between 9AM and 8PM (recipient’s time zone).
We want all our customers to know how sorry we are for these delays. As we said, while we can’t control the weather, we always strive to deliver the best customer service. Our guarantee is simple – if you are not satisfied, we will make it right. Our customer service agents are available to address concerns at 1-877-237-7437, but due to the high call volume wait times may be longer than usual. We apologize in advance for this inconvenience. You can also write to us using our Customer Contact Form and we will respond to your message as soon as possible.
(2/14, 9:30 AM PT) Update on Valentine’s Day Orders: Weather Continuing to Affect Deliveries
The storms affecting the East Coast are continuing to cause delays in deliveries, and there will be limited deliveries in many areas from UPS and Federal Express today. We are working closely with our partner carriers to do everything possible to deliver items that can’t be delivered today by tomorrow Saturday, February 15, 2014, between 9AM and 8PM (recipient’s time zone).
We want all our customers to know how sorry we are for these delays. We can’t control the weather, but we always strive to deliver the best customer service – no matter what.
We will let you if we have any updated information on deliveries and possible delays.
Due to the severe weather conditions on the East Coast, we need to let you know that our delivery partners are expecting delays in select states.
As a gifting company, we are deeply committed to delivering the best customer experience. We apologize that unforeseen circumstances have affected our customers, and we are doing everything possible to address this situation.
Our partner carriers are going to do everything possible to make deliveries over the next few days.
To proactively address the situation, we are discouraging new orders in the following areas:
RI, MA, ME, NH, CT, VA, DC, GA, MD, SC, NC, WV, DE, NJ & NY. The severe weather makes it difficult to know if delivery will be available to these areas, and we don’t want to take orders knowing we may not be able to deliver on the service our customers have come to expect from us.
Ultimately, we want our customers to have a very happy and safe Valentine’s Day. From all of us at Shari’s Berries, we are committed to your customer experience. While we can’t control the weather, we always strive to deliver the best customer service—no matter what. We will continue to keep you informed as we receive updates from our delivery partners.
We apologize for any delays and thank you for your understanding.
Sincerely,
The Shari’s Berries Team
