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.