We’d like to update you on two key issue we are facing right now so you are aware and kept informed.
Negative comments on Facebook: No doubt you have seen a few negative comments from buyers on Facebook lately. This increase is mostly due to two key things ….
1) Rapid growth: Since July 2017 we have been growing exponentially each month which means that there are simply more and more people using Vesteer. We know that at Vesteer on average only 5% of all customers at Vesteer are not satisfied with their orders, but when you scale things up they look like this; 5% of 100 people complain that’s only 5 people, but if 5% of 500,000 are not happy that’s 25,000 people. And this is why you may be seeing more negative comments, it’s purely a result of scale.
2) Operational issues: As a result of the rapid scaling up of orders in December & January (mentioned above) this lead to our current process of production not being able to handle the demand. So we have had to create a whole new process and increase the size of our team in order to handle the increase in numbers. This created a sort of bottleneck in production and lead to delays in delivering orders until we could put this new processes & people in place. We’re happy to report that this has now been completed and not only have we cleared the backlog of current orders but we are also able to handle significantly more orders in future as well. Obviously the delays over this period have caused the number of unhappy buyers to increase and that’s another reason you might be seeing more negative comments on Facebook.
What we are doing to improve things, and how can you help us reduce the number of complaints on Facebook
As I mentioned before, we’ve been heavily investing in improving our production facilities and processes, as well as growing our team to help out with production and customer service. We’re confident that this has solved a lot of the previous issues and puts us in a good place to be able to handle any future growth.
At the moment our customer service team is working extended shifts to ensure that every single email and Facebook message we received is answered and solved. However there are still likely to be some buyers out there that have not contacted us to solve their issue, and this is where you can help us. If you receive negative comments please make sure that you let the buyers know that we are answering 100% of emails and messages and that they must contact vesteer directly to get their issues / questions answered. Please direct them to this page: https://vesteer.zendesk.com
Thanks for your patience and understanding with this issue, we know it looks bad when you receive negative comments, but we can assure you that we are working on solving each and every single buyer complaint and trying to turn each buyer into a repeat buyer for your next campaign.
The other issue is delays with payouts: One of the downsides to doing business in Brazil is that we do have a big problem with money laundering & corruption here, and because of this the banks can be quick to freeze money when they suspect this type of activity.
Because you guys have been selling so much with Vesteer and generating huge profits the banks thought we might be up to something naughty and decided to freeze our money while they investigate what this new business is doing 🙂 We have spoken to the banks and they are in the process of releasing the funds soon, as soon as they do we will process all the pending payouts and we should not have this problem again. We expect all payouts to be made this week.
We apologies for this delay and want to thank you again for being so patient.
If you have any questions please don’t hesitate to ask.
The Vesteer Team.