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an update to our community
We are working hard to resolve the order issues many of you have experienced. We had our biggest product restock yet over Black Friday and more of our community was able to get rhode than ever before. But as you may have experienced, our team was not fully prepared for the volume we saw.
Please know that if you placed an order anytime before 12/7, it has been collected from our warehouse and is on its way to you:
Orders placed 11/22 were collected on or before 11/30.
Orders placed 11/25 through 11/30 were collected on or before 12/8.
Orders placed 12/1 through 12/7 were collected on or before 12/10.
Additionally, if you have placed an order affected by Black Friday delays, you should have received multiple emails with updates on your shipment(s). These include details on tracking issues that may have impacted your order. If you did not receive an update or need further help, please reach out to us at firstname.lastname@example.org. We will be continuing to monitor progress and updating you via email on the delivery status of impacted orders.
To address these issues we've upgraded shipping on all new orders and have tripled our customer service team to better serve you. Due to the high volume of customer inquiries, it’s currently taking up to 2 business days for us to get back to you. We apologize for this delay in helping you, and are working hard to get back to our standard response time this week.
We know that these order and customer service experiences aren’t holding up to our high expectations at rhode. We’re listening to your feedback, and will be working hard to bring you improvements as we learn and grow. We thank you for being a part of our community and will be working to earn your support.
Hailey + team rhode