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Customer Service Update

05/01/2020

Customer Service Update

This is to update you on progress on customer service requests, and what you can expect going forward.  We believe you deserve specific answers as to why we are behind, and what we are doing to solve it.  


Because of the Covid-19 era, with what was otherwise a healthy company, we had to take unprecedented actions of furloughing employees (temporarily laying off, while covering health insurance and intending to bring them back).  Read a specific update from our CEO on how we had to respond.  


Since then, the good news is that you and other ABLE customers have responded to opportunities we have put out on our website, and through that you have supported the women that make up the ABLE team.  We have exceeded our post Covid sales expectations by 5 times, which naturally leads to 5 times everything else in the business (customer service requests, shipping needs, etc).   So, the customer service, warehouse and fulfillment teams are strained, and we have been working to solve those issues quickly.  


We are not nearly restored to the sales needed to bring back our full staff, but we have been able to make some quick responses.  In customer service, we have brought in the additional support from four current employees to prioritize customer service requests.  In warehousing and fulfillment, we have brought in 4 additional part-time helpers, 4 full time employees in effort to get orders shipped timely.


Expectations going forward

    • For customer service inquiries, please expect a response from us within the next 72 hours (Monday-Friday 9am-5pm central, excluding Holidays). 
    • For shipping inquiries, we ask that you allow up to 10 business days for your order to ship, as we have taken precautions and adjusted our processes during this time.
    • For return inquiries, you may have been waiting a while to see that your return has been processed on our end.   Moving forward, please allow 10 business days after we receive your return for our team to process it.

We are working hard to meet your needs within the timelines described above.  Thank you for your support - the incredibly good news is you are a part of restoring our company as we bring people back.  We hope you are staying physically and emotionally well during this time.  


Sincerely, 

Lauren Rowlett



  • Dona Dyche on

    I placed an order and on May 9 I received an email saying it was delivered but it has Not been received . The address was 3820 Old Gun Rd E, Midlothian, VA. Recipient was Sherry Ceperich. Pls advice

  • Jami McGee on

    Hi, I ordered the pearl dewdrop threader earrings gold/blush and I received the pearl adornment hoop earrings gold/blush. My order was placed on 4/28/20 and I received these in the mail on 5/9/20. My order number is ABLE191264. I’m looking forward to hearing back from you. Thank you

  • Denise Towe on

    Hi there.. I placed an order on April 8th, 2020 & on April 27th received a notice that my items were being shipped. When I checked the tracking info it says my order has been canceled. I have emailed you twice & just get your generic response back. Please let me know if you are not able to fill my order. My order no. is AB68694. I’m looking forward to hearing back from you. Thanks much Denise

  • Adriane Lee on

    Hello! I’ve tried to reach you multiple times since 4/15 via email and Instagram. The only response was that shipping was delayed to 10 business days. I placed an order on 4/8, but the shipping has not been updated since 4/21 with no estimated delivery date. It seems that it may not have shipped or is lost in the mail. My order number is ABLE10357. Any update would be greatly appreciated! Thanks!


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