To address the feedback we received with regards to our latest font bundle, our CEO Tom Ross wanted to issue a personal apology to all of our community members.
So what happened?
For this bundle, we re-ran some of our most popular, classic font bundles from back in 2016 and 2017. The reason for this was due to community feedback, as we recognized that so many Design Cutters had missed out on these earlier deals because they’d joined us in more recent years. But reading through the feedback, we can now see what went wrong. For starters, many of our long-standing community members felt let down because they had to skip a bundle week. Others were disappointed by the lack of communication on the bundle page itself, which caused a lot of confusion.
So what will change?
- We won’t be sharing a bundle re-run in this format again. It was worth a trial, but we never want our community members to feel left out or disappointed.
- We had a team meeting about how the re-run was communicated on the page and have put steps in place so this type of oversight doesn’t happen again.
At our core, we care very deeply about our community. Our ultimate aim is to serve all of you to the best of our abilities, so seeing anything but positive feedback is something we take very seriously. If you felt impacted by this bundle re-run and would like to share your thoughts, please know that our team is always here to hear you out.
Thank you and we really appreciate your continued support.
The DC Team
The gift in having made this error on your end is the opportunity for your community to see how you handle situations like this, your communication and loyalty, and the ability to own your mistakes are priceless. A true leader, thank you for stepping up, all of you, and leading with integrity!!✨
We love this Michelle! We hope that this experience will result in a big silver lining for us to hear more of what our community would love to see in future and just want to thank you for all of your awesome support!
You run your company really well. You have consistently made me feel like I am a member of a community of talented, creative, hard-working people.
Hey Ellen,
Thanks you so much for all of your lovely support! It really means so much to us and we love being part of your creative ventures :).
Thank you for your message … I appreciate your recognition of your long-time fans and loyal customers … I too had many of the fonts that were featured, it didn’t bug me but I did wonder why the repeats! Well explained!!
Thank you so much for taking the time to leave us a comment Aneesah! We wanted to trial something a little different however we realise that this experiment was not suited to everyone and so want to ensure that our bundles are the most tailored and curated deals to suit all of our community’s needs :). Thanks so much again for your feedback and for being part of the DC family!
Tom – you are such a class act. Bar none, DC has the best customer service I’ve ever run into in my life (and I’m pretty old!). Thank you for always going the extra mile to make us happy.
Aww thank you so much Patti! Your kind words have really made our day and we feel so honoured to have the best community ever (in our opinion anyway teehee!).
This is why I love working with and buying with Design Cuts. Tom Ross is a heartfelt CEO who backs up customers, designers, and product with true honest ownership. Honestly I do not mind an occasional pop up of an old bundle. I cannot afford them all, and it gives me the opportunity to buy them again if I missed them the first time. I love how Design Cuts took ownership of the mistakes behind this last launch and the transparency. I love you guys, continue to support you and am grateful to work with such integrity. Thank you Tom Ross and entire Design Cuts team!
Aww, thank you Tammy for your wonderful words. We love having you as an amazing member of our community and are so thankful for your continued support throughout the years :)
I totally agree with you LadyT.
Thanks for commenting Melanie – we really appreciate you taking the time!