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
No worries, Tom. It is a pity that other tech companies don’t have the same attitude toward their customers. Appreciate the apology!
Hey James,
Thank you so much for taking the time to comment! We really appreciate all of your continued support and hope that you continue to love being a part of the DC family for many more years to come :).
To Tom and the DC team. This incident did not affect me in the slightest. I simply checked my Font manager to see if I had the fonts, however, DC’s immediate action and accountability are what makes this such a quality company to work with, and to support. The care they have for their customers is something that still amazes me even after all these years.
I would suggest that for those customers that have missed font bundles, or any other quality bundle, simply do a year end sale where you open the vaults. I believe you did that last year, and I purchased some excellent bundles that I missed. Brilliant solution. Thank you.
Aww thank you so much for your super kind words Josué. It is awesome to hear that you really enjoy being a part of our community and we just want to say a huge thank you for sticking with us :).
We really appreciate your suggestions and wonderful support – it really mean more to us than we can say!
Thank you for your concern about us. We really appreciate it.
I think it will be a wonderful idea sometimes return to the sale as an additional sale of a popular old package, as they were. You have already done it, and we really like.
Thank you for your amazing work.
Hey Shree,
Thank you so much for your lovely comment! It is great to hear that you have enjoyed some of our previous bundle reruns and we will certainly use your feedback to help us shape our future deals!
Thanks to the efforts of many people, I was able to download and study comfortably and pleasantly. I also want to have the same skills as DC team. Sometimes all the sites can be downloaded easily for free, making me think it’s an AI-like site, but since the representative has made such a wonderful apology, I will buy it here if I can trust and afford it.
Woohoo this is so awesome to hear Hyun! We hope that you have great fun working with all of your resources and if there is anything that you would love to see featured in future, please do not hesitate to get in touch and let us know.
Thanks for the video apology. I grabbed up this deal early, there were NO comments at that point. I know I looked again just now as I saved the entire webpage for future reference.
As for the rerun, I have no problem with you doing that, I picked up previous missed bundles through your rerun event two anniversary’s ago and they were nicely named that too!
EXAMPLES:
Superior Quality, Versatile Font Families (Rerun)
The Definitive Font Selection (Rerun)
The Professional, Versatile Font Selection (Rerun)
The Exceptional, Best-Selling Font Selection (Rerun)
I bought a few I missed…
Now let us work on getting a store credit for this bundle so I can pick up the new bundle once I check it for duplicates, I don’t have to do that, do I?!?
Hey Joseph,
Oh no, I am sorry to hear that you purchased the Creative’s Spectacular Typography Set without realising that you had already picked up these fonts in a previous deal.
This was completely due to our own oversight as we did mean to add a note to the deal page, however unfortunately this deal did go live for a few hours without it. It seems that you were quicker off the mark than us to snap up this deal, so my sincerest apologies again for any disappointment caused when you spotted that these fonts were already in your library, Joe.
Rest assured, we have already refunded your duplicate purchase so that you can put the funds towards some alternative items. As Tom mentioned, we are not currently planning to release any more re-runs in the near future, however if we were to offer any re-runs again, we will certainly ensure that this made super clear for our community :).
thanks!
I’ll be looking at the next bundle, or maybe that icon maker that came in the emails today.
You’re so welcome Joseph and I hope that you can find some new goodies that catch your eye :).