Greetings ZUZZY customers, gamers, crafters, general hobbyists.
Thank you so much for allowing us to be a part of your hobby
experience. It isn't often that we get a chance to communicate so
directly, but today, we have been given a moment in time to address
the community with truth and directness.
Please allow us a moment of your time to apologize for a few
things.
1. For our failure to meet your expectations . . . expectations we
generated by a promise to deliver our product in a timely manner.
2. For our failure to communicate adequately.
3. For waiting so long to do so.
The reasons are many and convoluted, fraught with twists and
turns, and unexpected pitfalls. The results have been unbearable for
you the consumers, and also for Jim and myself as the producers. We
promised the product within a four to twelve week period depending on
location and items ordered. We have failed for many of you, and we
are sorry for your inconvenience. That failure at this time has
translated to a ten month wait for some of you. Many of you have
decided that is too long.
Over the past seven months you expressed your concerns. Early on
we regularly corresponded in emails. We made promises and predictions
which we truly believed were accurate. Throughout 2014 unexpected
events took place, causing us to stumble. They were personal events
that had injurious effects on ZUZZY's production. The word went out
that we were ignoring you. And our silence generated distrust. Many
demanded their money back, and rightly so. Payments came in, payments
were withdrawn. Jim and I tried to pay back as many as we could,
promising delivery to those willing to wait.
Unfortunately our word was undermined by unforeseen events in our
lives. It appeared to the community that we were scoundrels. This has
brought us to this juncture. Now, we willfully place ourselves in a
light that most are not willing to stand beneath. The judgment of the
community.
You are the reason that we can exist at all. This we are quite
aware of. We do this work because we are one of you. We are
gamers—not unscrupulous individuals planning our next heist. We are
just two guys, artists, that had a vision. We implemented that vision
and then faced some very awful personal tragedies that we will not
discuss here. These hazards are the reason we put forth our apology.
Today we will discuss the crazy uncle, chained in the attic, that
no one really likes to talk about. Everyone metaphorically has
someone or something in their lives that brings this shame. It can
come in many guises and try as we might, hiding it away only creates
larger and larger problems for the individual. So, today, since we
have time, this will be the second point of our entry.
ZUZZY Miniatures is struggling. Yes, there it is. The truth and
our shame—Kevin and Jim are exhausted.
Your responses may be as follows: Who cares! I ordered my stuff 10
months ago and I still don't have it. You took my money 10 months ago
and I still have nothing! My son's birthday is tomorrow—I ordered
this two weeks ago and I expect this on my son”s birthday table! My
store ordered seventy mats from you two weeks ago and my customers
want their mats! I am spamming your email every two minutes until you
answer why my mat is not sitting on my front door! I ordered a month
ago it's not here and I expect your answer immediately! All of these
complaints are valid.
Your demand for this product has outstripped our ability to
produce it on a timely basis.
The logical response to this is: Well, you should be so lucky! Who
bemoans or complains about such a boon?
So, before I continue, let me say this: In our seven year history,
we have never taken someone's money and willfully not supplied them
with the product they purchased. Our crime is that the customer had
to wait until we could produce it for them.
Yes, let me be clear. The customer had to wait until we could
produce the product for them.
In the early days, we had a surplus of every item. But as time
went on, our surplus was depleted. And today, there is no vast
warehouse where our mats and resin pieces reside, waiting to be
hand-picked off the shelves for our faithful customers. Like many
small businesses, we have become a product on demand operation. This
is due to four factors: demand, space, time, and human labor. And
this has been our crime—our inability to immediately meet demand.
(And today, being unable to answer all of your inquiries.) In our
wildest dreams we never knew how much of an impact our product would
have on the gaming community. Up until now it's been a powerful,
wonderful experience, and we love you all for it.
But today everything must change. Our gaming family needs to
understand what we require from you as a customer, so no more injury
can be incurred by either party. You or us. Success can be a tenuous
thing, but success laced with practicality makes for a stable
foundation. We need your help in order for us both to thrive. What we
require is simple. We truly know what you require from us—a
wonderful product delivered to your door when you need it. In the
latter we have failed and this is where we need your help. We require
your patience and understanding, and most of all your forgiveness. We
truly do want you to have the best experience from ordering our
product, after all, it's what benefits us both.
And here is where we come clean: At this juncture, if you order
our product, you must understand that we can not provide it within a
few days. This has become an impossibility.
Our policy is 4 to 12 weeks. This already translates to as long as
three months wait time. We've always been straight forward about
this. And in the past we've been able to meet that proviso with a few
bumps along the way. But today, right now, things have become more
difficult for us, and as many of you know, to our chagrin, you are
having to wait longer. We are sorry for this, and as always trying to
work on this problem and solve it forever. But like anything worth
waiting for this too will take time.
Our promise to you: We will fill your order. At this time, you
will have to wait longer—perhaps a few days over the proviso,
perhaps a few weeks, perhaps a few months. If you can not wait please
do not order. When a time arrives when we can fill your orders
faster, we will let you know this, by expressing this on our media
outlets. Until that time, understand that you will have to wait. We
have no choice in this matter.
For those that can not wait and have moved on, you require your
money back. We also promise that we will return it to you. We want
you to be happy. But because of our current situation, this will also
take some time. If you feel you must bring legal action against us,
that is your choice. You have every right to that action. We want you
to be happy. You are the community that made us.
Now again what we ask of you: Patience, and understanding, for
this condition we find ourselves in. Please do not order and then
pull your money back out. You can not imagine how much damage this
causes. Only order if you love the product and can wait for it.
Please.
Again, what we can promise at this time:
- To continue producing ZUZZY mats and accessories.
- To solve our production problems as quickly as possible.
- To notify you weekly on our media outlets where we are in our
production schedule. (This will include regular updates on Facebook
and our other websites.)
- To do our utmost to get those who have already made purchases
their product. And resolve any outstanding charge backs by
disgruntled customers.
- To usher in a new era for ZUZZY and its valued customers.
We fully understand the commitment you have made by entering into
a purchase contract with us. Your money has been hard earned and
you've chosen us as part of the joy you receive from your free-time
and entertainments. You have earned this and you have earned the best
possible experience for your labors. And this is why we want you to
enter this fully knowing our commitment, what we can do and what we
can not do. So you can make your purchases from us in an informed
manner.
It has been a joy being a part of the gaming community and being
allowed to participate in its ever growing expansion. We hope to be
able to participate for years to come, and appreciate greatly all you
have done as a community by welcoming ZUZZY within it.
Best Regards Always!
Kevin and Jim