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I placed a dispute with Paypal and Dameon (bwartemis@gmail.com) emailed me within a couple a hours. We have been emailing back and forth over the last several days. Basically, the orders weren't shipped and can't be before the Paypal dispute timer counts down (due to the holiday) so we're trying to come to some agreement. I will provide a summary once everything is resolved.
Sally here:2018 was a horrendous year and we are honestly trying to get it all sorted. We were getting on top of things until July when my adopted dad was diagnosed with 5 types of terminal cancer, he died on Remembrance Sunday. The funeral was in December.I haven’t been online for work, I very rarely check emails and Dameon has simply been snowed under. I am aware that this has upset a lot of people but it was not something I planned for and to be honest not something that I am dealing with very efficiently, most days I still cry.Please accept my apology for this.Yes there is still a backlog.Yes we are still trying to get the bottom of why Kickstarter orders are still missing.Yes the email communication is still sporadic.Yes you have the right to be frustrated.Currently we have one person trying to do the job of two whilst also clearing up the mess left by an ex-employee things aren’t going to be rectified easily.I cant apologise enough and sending me abusive emails and messages will not get your order issues sorted any quicker. I don’t know what else I can say except I am as frustrated with the slow progress as you are. I have never wanted the old HF back as much as I do now and wish we had never run the KS
Sally here:We have tried to be honest about the delays and explaining them to those who ask however we are still getting messages from people who have not read the updates.So to clarify. HF is still closed for the Xmas/New Year break. Dameon is trying to catch up on emails during this time and is prioritising KS and other long-standing issues. I am monitoring anything that I can answer on the HF page. Auto-reply is turned off so that we can see messages as they come in. Please be aware that I am spending a lot of time with the children who are still upset with the loss of their grandad so time online is limited. Any queries regarding mini release dates/progress of orders etc can only be dealt with by Dameon, not me.Today I am afraid to say that for the first time in the entire 15 year history of HF I blocked someone from the page due to rudeness, not about a missing order but an enquiry that came in over Christmas that did not receive an immediate reply. Generally I am patient and have always tried my best to uphold ‘the customer is always right’ but today I let myself down. I am only human, I do not have the gift of hindsight and I am trying my hardest. That is all that I can do.
Hasslefree Minis1 hr Sally here:Have just spoken to Dameon checking on progress and got this reply 🙂“Couple of days maybe on the backlog. End of week at latest. That includes checking through the ks stuff. Not yet, spent the day on orders, having food then doing comp stuff. Mother was fine today, so that'll help.”Thankyou all for your patience. He will be checking through online messages later tonight 🙂In the meantime here’s something Kev has been working on today 🙂
Just an added comment to this thread...I have posted in the past about my good (great?) service last Fall, so much so that I quickly placed another order during their Halloween (?) sale. All this was during their 'bad' period. I can honestly say that I have zero issues with them. The second order was actually shipped during the 'no ship' period they mentioned in the sale, and I received it in a normal time frame from UK to US.While I appreciate the noting of failed orders, I feel it's equally important to make note of positive dealings in hopes future buyers don't focus solely on the negative.Thanks for putting any FB comments on here as it's nice to see their side. I hope they get whatever unpleasantness sorted, but I will not hesitate to order again.