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
Wow, what a stand-up guy you are! I appreciate your sincerity and obviously you know how to run a class act, so I can’t see how anything could have been explained any more honestly. Keep up the good work, it sounds like you have a great team! I always love every product you offer!
Aww thank you so much Cheri! Your kind words really mean so much to us and we feel so lucky to have such wonderful members within our community :).
I cannot believe that it had to come to an official apology. It’s a non issue.
Thanks for commenting Robert!
We wanted to try something new but will always be the first to hold our hands up if we make a mistake. We always appreciate the feedback that we receive as this helps us shape our deals and ensure that we offer what you as our community really want!
Thank You. I did not comment on the latest font bundle earlier, but… yes – it was kind of wierd for me too. The fonts I owned from bundles I purchased before showed up again. I had to check my bundles to see how many of them are in the new bundle. Finally I bought the bundle but 7 or 8 fonts were in my collection already… So i did not enyoyed this collection so much as the previous ones…
Thank You for the apologies, keep up with good work Guys!
Hey Piotr,
Oh no I am so sorry to hear that you found a few duplicates in your font collection. Rest assured I can certainly help with this and have just popped you over an email.
Thank you so much for your support and feedback Piotr – we really appreciate and hope that you have a wonderful weekend!
Wow! It’s rare for a company to be that in touch with their customers’ feelings. One more reason to love DC!
However I hope this doesn’t mean you won’t ever offer a second-chance bundle again. For those of us who can’t pick up everything as it comes along, it’s nice to be able to do so later. I think as long as it’s positioned as a re-run deal (perhaps even spotlighted as separate from your weekly deal), that shouldn’t be a problem. You would still have takers, I’m sure!
Hey Marlys,
Thanks for your comment and your kind words – we really appreciate you taking the time!
We do recognise that we made a few mistakes with the release of this particular re-run. We will not be re-running any more deals in the near future, however we will use all of the feedback that we have received to ensure that any possible future re-runs are made super clear to prevent any confusion or disappointment. Thanks again for your feedback Marlys and we hope that you have a wonderful week!
You really are the best. Other companies wouldn’t care about this and just move on, but you go out of your way to apologize. I personally don’t know what the problem is with not having to buy a bundle because you already own the products, but anyway. Your customer service really is outstanding and unmatched.
Hey Rikki,
Thank you so much for taking the time to leave us a lovely comment! You’re kind words spread huge smiles around the office today so thank you so much for making our day :).