Eastmall appology --

[Davidyang]

Hello to all Eastmall Customers,

For all the customers and those seeking support,
We are very sorry for the problems recently with email and CS.

We have just discovered there was a misdirect of the CS emails from the new website-
This has been taken care of now,
this was just discovered today- and this is why we did not get any email in the CS.

Now we have all the email forwarded to CS ,
and we are working as fast as we can to get back to you all.
Please forgive the delays,
we will be working hard to answer to you all as soon as possible

We are also beginning transfering the points to your new account from the old web,
within 24 hours , all the customers who emailed me with name and email
in both web will have my email stating how many points have been credited to your account,
you will receive a gift card with the value of your points, you may use these points in your future orders.

If you did not email me yet for transfer of your points,
please feel free to email sales@eastmall.net with your information. thank you

we apologise for all this inconvenience,
and hope we can have everything working properly again very quickly for you.

Warmest Regards, David Yang.

 

[bikergirl1908]

Thanks David. Got my point transfer email today.

 

[Di]

Thanks David. Got my point transfer email today.

thanks for letting us know,

I hope that you will all get your points /giftcards very soon,

and that is one more problem behind us -----

thanks again for being so patient --

 

[frisco]

Now I understand! What a mess they have had to deal with! Very nice apology.

 

[Bimbo]

Hi Di,

Tried to order from your site but they impose a MOQ of $217 for me here in Saudi Arabia. Just wandering why? I love your price specially the Riva. I'm not a retailer so i can't order that much and customs will not allow the much quantity either. Hope you can do something for me. Thanks.

 

[Di]

Now I understand! What a mess they have had to deal with! Very nice apology.

thank you frisco,

like all of you -

we sometimes stuff up,
this is unfortunate but is a fact of life-

non of us is perfect and these things happen,

we have been working hard to get the web up and running, and then to discover the CS was being misdirected,

well ----- OMG hahahha,

now David will work with Joy to catch it all up, and get ahead,

it is no wonder you were all so upset-
all those emails out there in the cold and the dark,
with no one to take care of them,

but we have them in CS now,
David and Joy are taking good care of them now -
they will get to yours very soon, ----

thank you all very much for your understanding

and please do not laugh too hard at us - hahahahaha

 

[n0ob]

Just got my points today. Funny thing is I completely forgot about them lol.
Keep up the good work guys.

PS: The reason I like your company more than others, besides the price of course, is that you are willing to publicly admit your problems and/or mistakes. Most companies pretend it never happened, while you guys open your soul to us. Thank you for doing business on a more personal level.

 

[Davidyang]

Thanks David. Got my point transfer email today.

you are very welcome bikergirl

I hope you enjoy shopping with your points in the new webshop.

David.

 

[Davidyang]

Now I understand! What a mess they have had to deal with! Very nice apology.

Thank you frisco

we have been very busy with new web and some many little problems,
now I think we have most fixed,

thank you for your kind words for my apology,

we are working hard to make all things good now and
all points have been transferred.

Now we catch up with CS and I think all is good again.

David .

 

[Di]

Hi Di,

Tried to order from your site but they impose a MOQ of $217 for me here in Saudi Arabia. Just wandering why? I love your price specially the Riva. I'm not a retailer so i can't order that much and customs will not allow the much quantity either. Hope you can do something for me. Thanks.

Hi Bimbo

Yes, I know this can be a burdon, it is a bit of money for sure,

the reason we have to do this is -
because the shipping to Saudi is very much,
and as we do very low prices, and we do a flat rate of $17.00
for all orders, we have to ask for this type of MOQ from some very expensive shipping countries,
to make it worth for us to ship there.

Now like the other countries, where we ask this MOQ-
you could do 2 things,
1 - try to make an order with one or two friends
and share the total order MOQ cost-

2 - email or PM your detailed order to us,
and we will give you - NO - MOQ-
but you will pay the full, proper shipping charge to your address.
We can send you a quote of the cost -----

I hope this can help you-
I am sure you can find a friend or two
to make a shared order with you.

 

[Di]

Just got my points today. Funny thing is I completely forgot about them lol.
Keep up the good work guys.

PS: The reason I like your company more than others, besides the price of course, is that you are willing to publicly admit your problems and/or mistakes. Most companies pretend it never happened, while you guys open your soul to us. Thank you for doing business on a more personal level.

I am very happy that you got a lovely surprise with your gift card-

you know that this giftcard is worth Dollar for Dollar
so you can just shop with it like cash,
or give it to someone as a gift-
I think it is a lovely idea.

yes, we try to give you the best prices that we can afford,

and yes, we are a very human company in that respect,
we do stuff up, we explain, and we apologize,
and we try to do better,

we have been very lucky in that most of you are understanding, and do forgive our little mistakes,
and even some of our bigger stuffups too,

we are well aware of the fact that you-
our customers-
are our most valuable assetts
we treasure you, and try to take care of you the best we can.

 

[Jumi]

These days weren't good for us - clients - but they were much worse for David and EM staff. Running a company which cannot sell for weeks? It's nightmare!

I am happy you are up and running again.

By the way, I also got my points today

 

[Davidyang]

Just got my points today. Funny thing is I completely forgot about them lol.
Keep up the good work guys.

PS: The reason I like your company more than others, besides the price of course, is that you are willing to publicly admit your problems and/or mistakes. Most companies pretend it never happened, while you guys open your soul to us. Thank you for doing business on a more personal level.

Hello n0ob --- Thank you for your kind words -

we try to please all our customers with better prices,
and we work hard to find the products that you all ask for.

Yes, we are human, like Di said, we make some mistakes,
but we try very hard to fix it and make it right for you all.

Di tries to explain our many problems very well,
she makes you all feel welcome as friends,
and helps you to understand that we try very hard to fix all things.

Eastmall is always trying to please all our customers,
you are most valued to us.

David

 

[Di]

These days weren't good for us - clients - but they were much worse for David and EM staff. Running a company which cannot sell for weeks? It's nightmare!

I am happy you are up and running again.

By the way, I also got my points today

Hi jumi

my lil buddy-

yes, I know these days, weeks have not been easy for many of you-
with the web problems,
and then the CS problems and points also,

i am happy that you got your points jumi,

and yes, imagine running a business that is losing thousands of dollars every day because it is closed , and hacked, and then hacked again,
7 times in 3 weeks,
then savagely hacked so that it was down for 2 weeks,
while we moved to a new server, and had to quickly press into service a 3/4 finished website.
and I can only tell you - we were all tearing our hair out-
it was a nightmare ---
and I cannot imagine poor David,
me - I was stressed out to hell and back ---

but the worst is over now,
I sincerely hope that it will all be back to normal again now-

 

[doots]

Thanks David, Got my points added.

 

[Davidyang]

These days weren't good for us - clients - but they were much worse for David and EM staff. Running a company which cannot sell for weeks? It's nightmare!

I am happy you are up and running again.

By the way, I also got my points today

Hi jumi,

yes it was a bad time for you all customers, and for us all at eastmall as well.

we are hoping it is all fixed now and we try very hard to catch up with CS now,
and so everything will be back to normal again real fast now.

thank you for your kind words ,
eastmall is happy to be back and running again -

Happy too that you got your points --

David

 

[Davidyang]

Thanks David, Got my points added.

thank you doots

happy for you to get your points also.

David

 

[Di]

Thanks David, Got my points added.

hi doots,

I am happy that you got your points,

 

[doots]

hi doots,

I am happy that you got your points,

thanks,, me too..

 

[Bimbo]

Hi Bimbo

Yes, I know this can be a burdon, it is a bit of money for sure,

the reason we have to do this is -
because the shipping to Saudi is very much,
and as we do very low prices, and we do a flat rate of $17.00
for all orders, we have to ask for this type of MOQ from some very expensive shipping countries,
to make it worth for us to ship there.

Now like the other countries, where we ask this MOQ-
you could do 2 things,
1 - try to make an order with one or two friends
and share the total order MOQ cost-

2 - email or PM your detailed order to us,
and we will give you - NO - MOQ-
but you will pay the full, proper shipping charge to your address.
We can send you a quote of the cost -----

I hope this can help you-
I am sure you can find a friend or two
to make a shared order with you.

Thanks Di for the explanation. I'll pm you about the details. Again tnx.