Collection of our Update Emails from this Summer's Product Outage
We know we sometimes reference the email updates we sent out to subscribers when we were out of product, but since only our subscribers received the detailed updates, some have asked us to share them here - thanks again for the amazing support and patience while we sorted through quite a challenging situation in spirit of only providing excellent product that meets our incredibly high quality standards.
Matt + Jason
---- ORIGINAL UPDATE: JUNE 2019 ----
Dear lovely subscriber of Pinch Magic Fiber:
We are reaching out with the difficult news that we are experiencing a shortage of supply. We rejected the last batch that was made because it did not meet our high standards and we will need to pause shipments for approximately three months while we are making more Pinch. We’ve provided a few options for how we handle your subscription below - please let us know which works best for you.
We realize some of you have only been with us for a couple weeks, while others have been with us for years - and we realize that this sucks regardless (especially knowing how important consistency is when getting your daily fiber). We are working hard to ensure this does not happen ever again.
This was a sh*tty decision to have to make, but making the best possible product for our customers is our absolute priority. Unfortunately, the latest batch that we made did not meet our exceptionally high standards and we had to reject the entire batch. We are working tirelessly to create a completely fresh, perfect batch and we will keep you updated on our progress.
Our subscribers are incredibly important to us and we want to try to work through this in the best way for you. We are offering a few options for next steps, so please let us know which works best for you:
1. We can pause your orders/shipments until the end of August and pick them back up when we have our fibery goodness back in stock. For those that are ride or die with us, we love you to pieces. (If you do not respond to this email we will just apply this option for you.)
2. We can pause your orders/shipments until another date after the end of August if you prefer. Just let us know when you’d like to restart.
3. We can cancel your subscription altogether if you must move on. We will miss you.
4. We also know we have quite a few customers with serious digestive challenges like IBS/IBD/Crohn's/Etc. and we are overwhelmingly grateful for knowing how much Pinch has been helping. We have a very small reserve of Pinch remaining so please let us know if you fall into this category and we will keep up the deliveries to you as long as possible.
Thank you, truly, for your patience and understanding during this time. Pinch is our baby and it pains us to not be able to deliver on our promise to you for this period of time. We are also working to ensure this gap does not happen again in the future.
We know we may upset and even lose some customers because of this, but please know it is only because we will not sacrifice quality, ever. We are working as quickly as possible to get things ‘regular’ again.
Please let us know if you have any other questions or concerns. Below are our direct email addresses, which goes straight to our email inboxes and we reply directly to messages, as well as phone numbers.
Matt and Jason
---- SECOND UPDATE: AUG 2019 ----
Dear lovely customers of Pinch Magic Fiber:
An overdue update!
The Quick & Easy: Finalized Excellent Batch - Ready to Ship in about a Month!
THANK YOU so much for the truly amazing support, encouragement, and patience while we sorted out the quality issue. We wanted to provide a quick update and let everyone know that we have finalized the tests and just got word that both subscriptions and 1-off’s should be ready to ship at the end of September. It’s back to our excellent quality standards!
The FIRST jars we sent out will be our existing subscribers, followed by those that have placed preorders (though they will be very close to each other). Then we’ll be fully open to biz for everyone else!
We will send another update right before we are ready to ship with more precise timing.
The Details: A Conscious Decision to Delay
While the end of Sept is a few weeks longer than we were hoping, we are so excited about our new partner and the incredible amount of quality control they have - it’s truly one of the best facilities on Earth, let alone in the US of A. We were able to vet quite a few leading companies, but it was immediately clear which one was our favorite that we were going to partner with.
It was not a quick process - we were very detailed in our specifications and needs in terms of quality and the exactness of the recipe we had spent so long creating in the first place. We have now tested and approved the final samples for the new batch - they are absolutely PERFECT. Even more, we were able to source an even higher quality of psyllium (the main magic ingredient) that will be used in every single jar moving forward.
Many of you have asked about the old partner - we fired them immediately [immediately terminated our relationship] after receiving the last batch that did not meet our high quality standards. While we took a bit of a financial kick in the unmentionables, we are confident it was the best long-term decision for Pinch and we are extremely excited about resuming things for you again as soon as possible!
In the meantime, we are incredibly grateful for your patience and all of the supportive emails/messages/calls. We are so humbled by the kind, meaningful (and often still-hilarious) words.
Please let us know if you have any questions at all - otherwise we will continue to work hard to get you your fibery goodness as soon as possible!
Matt + Jason
---- FINAL UPDATE: SEPT 2019 ----
Dear lovely customers of Pinch Magic Fiber:
A final update!
The Quick & Easy: Batch is Done! Heading to our shipping partner to go out in the next few days!
All right, thank you again for such awesome support and patience! Great news: the Pinch jars were finalized at the end of last week and passed all of the QC inspections as of this Monday evening. It is everything we had dreamed [and waited!] for!
The jars are en route to our shipping partner who will scan them in and be ready to ship them out to you either this Saturday or first thing next week!
If you are receiving this email, you are at the top of the list and your order will go out first.
The Details: Worth the Wait
Our new partner has demonstrated to us why they are one of the best in the USA. The level of quality control and transparency is beyond what we could have hoped for, and we have already created processes together to ensure there are no shortages (and definitely no batch issues) in the future.
They finished the batch Sept 30th, and it just took a few days to prep for the beautiful new jars to leave their facility.
With the new jars reaching our shipping partner tomorrow (Thursday), they will be scanned in and prepped with TLC to be shipped out to you.
This has been a long and intense process to get things back to excellent, but we are so happy to be in such a great place for now and in the future.
While the batch was being made, we used that time to make some stickers – we will include them when we ship it to you – we think/hope you will like them!
Thank you, again, for your amazing patience and support. This is a labor of love for us and we very much appreciate you and your interest.
Please let us know if you have any questions at all - otherwise keep an eye out for the shipment notifications!
Matt + Jason
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