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An important apology and update for the latest font bundle

Published 3rd June, by Tom. | 62 comments.

Hey Design Cutters!

Last night, many of you kindly reported an issue with our latest fonts bundle missing 3 of the 15 fonts promised. We quickly identified the problem, and worked really hard into the small hours to ensure that not only was the bundle updated with a corrected link, but that everyone who reached out to us by email, social media and comments heard back.

As you know, this kind of thing is absolutely not a common occurrence here at Design Cuts, and we’re still getting to the bottom of what happened with this particular bundle’s upload. However, and most importantly, we wanted to offer a sincere, public apology for any inconvenience caused to early buyers of this bundle.

We realise that many of you work to deadlines, and to open a bundle and find that the fonts you were hoping for aren’t in there is far from ideal. That’s why today we’ve worked to personally email every single customer who experienced this issue, and keep the wider community well informed about what is happening.

We owe so much to our community, and being transparent with you is the least we can do. We hope that you’ll accept our apology, and see a few more details in the video below:

Thanks again for your patience and support, it means the world to us. We hope that you’ll love the tutorials and freebies we have lined up for this deal, as well as the host of awesome features we’ll be rolling out for the DC community soon. 🙂

– Tom, Matt, Darren, Tina, Carol, Edita and Ben (The Design Cuts Team, a.k.a the Creative Geeks).

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Tom is one of the founders here at Design Cuts. Like the rest of the team, he's a massive design geek, and loves nothing more than connecting with our awesome community :).

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62 Lovely Comments from our Community:

  1. César says:

    With this kind of transparent service, your competitors in the industry should be concerned. Thank you for your dedication to customer service.

  2. Alex says:

    So, you guys are just tops in customer service and being transparent! Seriously appreciate the way you guys work!!! Also the fonts are AMAZING!!!!

    • Tom Ross says:

      Thanks for the awesome feedback Alex, much appreciated :). I’m so glad to hear that you’ve been enjoying your new fonts. Please do share any creations with us, we’d love to see them. 🙂

  3. Arnold Laanui says:

    Wow… great corporate responsibility. Thanks for the open and authentic response. What a great company.

    • Tom Ross says:

      Thanks Arnold, that’s amazing feedback :). We hope that you’re enjoying being part of the DC community, and if we can help with anything at all, please don’t hesitate to let us know!

  4. Zora Puškáčová says:

    You are the best!

  5. Liv says:

    This is one of the most awesome glitch-comebacks I’ve ever witnessed, and this is yet another reason why you’re right there at the top. Thank you so much not just for your excellent handling of glitches (and yes, I’ve been on the backend enough to know that, no matter how we try to make sure there are no errors, the hidden gremlins sometimes come and muck things up 😉 ) but also for going the extra mile to sweeten things up. You are, as always, awesome with a capital A!

    • Tom Ross says:

      Thanks Liv, your comments always make us smile :). I’m with you on the gremlins! When it comes to technology there is always something to keep you on your toes. We’re so lucky to have you as part of our community, so thank you from all of us here in the office :).

  6. Arthur says:

    Here’s My “Official Announcement”:

    To the DesignCuts team – can you please teach EVERY OTHER company how to properly run a business, and take care of their customers? They need help, and could learn a lot from you!

    To anyone who doesn’t yet do business with DesignCuts – you will find that every part of their business…from products, to pricing, to customer service…is done the RIGHT Way. I can’t remember the last time I’ve been this impressed with a company. Seriously.

    Well done (as usual) DesignCuts!

    • Tom Ross says:

      Wow… just wow. Comments like this make the hard work more than worth it, so a big thank you Arthur for inspiring us :). I’ve dropped you an email about this, but thanks for making us smile today :).

  7. says:

    No worries guys… professionally handled, and with the savings you dish out regularly, 3 missing fonts out of 15 ? pfffttt

    • Tom Ross says:

      Thanks Marty, we appreciate you taking the time to comment :). I hope you love your new bundle, and we’d love to see how you use your new fonts.

  8. Carl Feather says:

    The rest of the business world ought to follow your model. You guys are great.

    And Carol, your outfit and sense of style absolutely rocks. Love it.

    • Tom Ross says:

      Thanks Carl, that’s so amazing to hear. I’ve passed on your comments to Carol, and she says a big ‘thanks’! 😀

  9. Tina Lavoie says:

    Hoping for a link to just the 3 missing fonts, pretty please. :c)

    • Amber Bechtholdt says:

      Yes. I’ve already downloaded everything else. Can I get just a link for the missing elements.

      • Tom Ross says:

        Absolutely Amber! You should have already received an email about this, but I’m checking in with you via email now to try and help :).

  10. Gail Harmer says:

    Hey, accidents happen in the best of ‘families’. I have only made a few purchases and it was evident from the start that you are a ‘top class’ company – dedicated to their customers and one of the best things is you are very interested in what content we design with the ‘bundles’ we purchase. I think it is fantastic the way you have worked to get this little
    ‘hiccup’ fixed. Your dedication and wonderful Customer Service will keep us coming back for more.
    Hope you get some sleep tonight—-or perhaps a wee nap during the day 🙂 Gail Harmer

    • Tom Ross says:

      Thanks so much Gail, we seriously appreciate the amazing feedback :). It may have been a little hiccup, but we hated the thought of any Design Cutter getting frustrated over any missing fonts, and so wanted to jump on this issue, and handle it right. This week hasn’t been that sleep filled, but after having an epic Fat Friday today in the office ( Have a fantastic weekend, and thanks again for all your support.

  11. Monica says:

    Y’all are awesome!

  12. Marc says:

    Top notch!

  13. Maeric says:

    I was on the fence about getting this font bundle (having a few of the fonts already) but watching you both and the integrity you have to quickly explain the situation—I’m IN. DesignCuts has quality bundles but you also asked us on Facebook what fonts we would like to see offered and then made it happen.

    • Tom Ross says:

      Wow, thanks so much Maeric, that’s amazing! We hope that you LOVE your new fonts, and rest assured, we’ll continue to listen to our community, and do the best we can to help you guys.

  14. Stephane says:

    You guys rock! Nicely handled

    • Tom Ross says:

      Thanks so much Stephane, we appreciate it! 🙂 Thanks for being such a great part of the DC community.

  15. Dustin Steller says:

    Your integrity and commitment to your customers is completely evident through your transparency and good …nay… great communication! We thank YOU.

    This is my 7th bundle from you all and I am thoroughly impressed by the entire experience of every purchase and every product that I have acquired. Your offerings are integrated into my daily workflow. The simplicity and elegant attention to detail on your website is excellent and makes it a joy to purchase. You all are doing a brilliant job and it shows. Keep it up!

    • Tom Ross says:

      Thanks Dustin, that’s so wonderful to hear :). 7 bundles? Wow! Thank YOU so much for your loyalty and support, that’s hugely appreciated by all of us here. We hope that your bundles are coming back in a big way, to help with your regular creative work. I’d love to see how we can better serve you this year, and have dropped you an email about this now.

  16. Miriana de Caro says:

    and this…. is why I purchase from you.

    • Tom Ross says:

      Thank you Miriana, we truly appreciate that :). Community first, and you guys certainly make all the hard work worth it.

  17. Justin & Xiaojing says:

    Ah, all’s well ends well. 🙂

    • Tom Ross says:

      As they say ;). Thanks Justin! I’ll be emailing you over the weekend about our exciting project plans btw.

  18. Pam says:

    My “update” bundle still did not contain all 15 fonts.

    • Paul Elliott says:

      Only 13 folders download in updated link… are the missing fonts ‘hiding’ in those?

      • Tom Ross says:

        Hey Paul, I’m just emailing you about this now. You should have received a personal email from Carol on our team about this. The fonts do seem to definitely be there now, but there are only 13 folders, as Cultivated Mind contributed 3 fonts, which sit within a single folder. I’m emailing about this now to help.

    • Tom Ross says:

      Hey Pam,

      Thanks for letting us know about this. We’ve had a few reports like this, and it appears that all of the 15 fonts are there, but as there are only 13 designers in this bundle, there are just 13 main folders (organised by designer), which is worrying a few people. You’ll find that Cultivated Mind contains 3 fonts though, making a bundle total of 15. I’m emailing you about this now to help :).

  19. Diana says:

    How do we get the 3 that are missing, is there a link?

    • Tina Lavoie says:

      That’s what I am hoping for, too — just the 3 fonts. I don’t want to have to download the whole thing all over again, as I have a crappy, slow Canadian connection.

      • Liv says:

        Hi Diana & Tina,

        You may want to check your inbox for an email from DC; I’m sure it will make you smile. 🙂 Hope this helps!

        • Tom Ross says:

          Thanks Liv, we’ve reached out to everyone, but I’ll drop a further email to ensure nobody is missing anything :). Thanks for helping out.

      • Tom Ross says:

        Hey Tina, you should have received a personal email from Carol on our team with a link to the 3 fonts, and a nice bonus apology surprise :). Don’t worry, I’m emailing you now about this to ensure that you get your 3 fonts in an isolated download.

    • Tom Ross says:

      Hey Diana, we had personally emailed every single early buyer of the bundle to ensure that they not only received their fonts, but a nice freebie surprise. I’m just sending another copy of this email to you, to ensure that you receive it :).

  20. Maria says:

    I had been considering purchasing this as my first ever font bundle because of the quality of the fonts and amazing price. However, the wonderful level of customer service your company has shown over this small hiccup made me very happy with the level of interaction on your side for the end users and was the icing on the cake. Thank you for being so proactive and communicative, I’m looking forward to using now and into the future!

    • Tom Ross says:

      Hey Maria, thanks so much for the kind words, that’s so great to hear :). A big welcome to the DC community from us all here, and if there’s anything I can do to help with your creative work, please just shout. Great to have you with us! 🙂

  21. Jason Bateman says:

    You guys are awesome. Thanks for correcting the issue so fast! Keep up the amazing bundles.

    • Tom Ross says:

      Thanks Jason, we appreciate that a lot :). We have some fantastic bundles lined up, and I hope they’ll have a brilliant impact upon your regular creative work.

  22. Sara Lively says:

    Thank you guys for being so honest and efficient in correcting the mistake! Fabulous customer service.

    • Tom Ross says:

      Thanks so much Sara! We really appreciate you taking the time to comment, and we hope that you’re enjoying the site :).

  23. Sherre Hulbert says:

    I did not have the problem because I bought my bundle this morning, but this video goes to show the integrity of the Design Cuts company and I just want to say thank you! DC has the best customer service of any company I have ever had contact with (and I have been around a while!)

    • Tom Ross says:

      Thanks so much Sherre, your support for us has always been so motivating, and we always love hearing from you :). Have a fantastic rest of your week!

  24. Laura Haskell says:

    Relax…”stuff” happens. You caught it, fixed it and made sure everyone got their fonts. I didn’t even notice until you sent out the correction notice.
    You guys do an excellent job. But every once in awhile, things are bound to screw up. And just think, this one was relatively mild. So kudos to you for fixing it immediately and thank you for making sure we didn’t suffer.

    • Tom Ross says:

      Thanks so much Laura, we definitely wanted to act quickly with this to minimise any inconvenience for you. Thanks for the wonderful feedback, we’re always so humbled by the DC community :).

  25. Glenda Mohr says:

    Thank you for excellence in both product and service. I love what you are doing. Thank you.

    • Tom Ross says:

      Thanks so much Glenda, that’s amazing to hear. If there’s anything we can do to help with your design work, please do always let us know :).

  26. Tara says:

    This is an example of customer service done right. Thanks for continuing to be amazing!

    • Tom Ross says:

      Thank YOU so much for the support Tara, we’re so humbled by the community reaction to this hiccup with the latest bundle.

  27. Simon Hartmann says:

    Thank you for your prompt and efficient action to resolve the issue!

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