"Zuzzy Comes Clean" Topic

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I have to say, I find this approach admirable from a pr standpoint.

I've only ordered from them once before. Two gaming mats. While they took a long time to arrive, I knew that going in and I was happy with the products once I got them.

The tl:dr version essentially reads "We were late because reasons, so get over it. But we want to keep this rolling, so keep ordering."

I'm not sure that's really coming clean so much as acknowledging people are angry but not really offering anything that says things will actually change.

on the other hand the did not blame anyone but themselves. No excuses, just "it takes longer than we thought" and if you really want your money back we will work with you.

There's one bit that rings alarm bells for me: refunds will take time. Translation: we've already spent your money.

1. Orders will be shipped in the order they were received.
2. Refunds will be supplied within 24 hours of receipt of your letter or email requesting refund.
3. We will not accept any further orders until our backlog has been cleared away and we can fill future orders in 90 days or less.
4. Customers who have waited will receive a 10% discount on their next purchase good in 2016.

I think that's what they should have said.

Get a home equity loan, credit card advance, second job, borrow from the in-laws to pay back those who want refunds. Talk is cheap and all they seem to be doing is talking.

I never even heard of Zuzzy Mats until this controversy and it seems an interesting product, but I would never order under these circumstances.

For many years I taught customer service at the company I worked for and this message would not pass the class.

Mike Bunkermeister Creek
Bunker Talk blog

He's a shoddy businessman whose bad business practice have turned him into a crook and now he's finally trying to make a feeble attempt at some public relations damage control. Unfortunately his solution of "If you cant wait a year longer than I claim I can deliver your product in, don't give me money" isn't an answer for the people who have already had their money stolen from them.

Not a very good explanation…. I was interested in making a future purchase but I may take my money elsewhere.

Do you define coming clean as admitting to taking people's money and not delivering the product they purchased? They should have stopped taking orders long ago rather than post a line saying that customers can sue them if they feel that is what they need to do. It is just a bunch of nebulous excuses wrapped around the fact that they have already spent everybody's money.

They also have comments turned off on their blog. How convenient. I'm glad I heard these problems before I ordered. Hobbyists often make the worst businessmen and shop owners.

'hobby experience' lol Jeez the world is going completely mad ( expletive deleted), management/marketing speak comes to the world of toy soldiers…………..
L

People still know when they see it.

After 10 months of waiting, I just want my money back. I started contacting them after the first 12 weeks. Silence. Then in November, I hear that if I'm patient, I can get the mat 'soon.' Then silence again. I have called their business number, left posts on their Facebook pages and emailed every other week. Silence. Then this, 'we're sorry' with little detail on how things are going to be better.

The product is quite good. But enough is enough.

So keep sending us new money to pay for old orders and, if this keeps happening, eventually you will get your mat.

That's a sound business plan.