CoolProps website product page says Est. Arrival: 2023. No mention of which quarter of 2023. Well it's beyond that now.
So I check their social media pages. Last post on Facebook and Instagram Dec 1, 2023.
Any time a company doesn't post anything on their social for this long, gives me warning bells.
But after the holidays, at the end of the year, companies do annual financial reports and evaluation, including cutting down staff sometimes due to budget reasons. I thought perhaps they are not focusing on social media anymore.
So I messaged them on their website asking about the status of the bust and if there is any progress on the Robocop statue. That was over a week ago. No reply. I sent a direct email to their Gmail today and I don't expect them to reply.
There might be umpteen genuine and valid reasons for delays in production and unexpected shipping delays, which are perhaps beyond the control of the company. But the one thing that is in fact in the control of the company is communication and they chose to go silent.
I have screenshot comments from their FB and IG below. Customers complaining about paying for items and not getting them or not getting refunds. (Most of them are for the Thomas the Tank Engine replica costing $875 and limited to 100). These are ones who decided to post online, there are likely more customers facing similar issues who reached out only on email.
Even if there are multiple delays, inform your customers, especially your paid customers. And if a customer doesn't want to wait any more, give them the full refund, for fudge's sake.
A company that makes cool products, this is how they want to be remembered?
Perhaps I am being paranoid, maybe they will resume communication as soon as they have some promising updates. They are likely busy during the year's first quarter and the Robocop bust will hopefully see the light of the day soon. I want to see it happen.
Companies have delayed product releases for 2 to 3 years sometimes, it's nothing new. But do they expect to build customer loyalty through this silent approach, especially on social media? Even if they are in the midst of releasing their products, this is not a good look for the brand.
If one can pre-order through a retailer and avoid risks of losing money, it's still discouraging and will prevent others from buying their products, even if they are of top quality.
If anyone has ordered the Robocop bust, contact them or your retailer. I have a feeling if enough people contact them, they might respond and issue a statement.
Credit card companies may not offer refunds beyond 6 months, but then
I read this recent post by DAP. Maybe that will work.
Their last reply on FB was two weeks ago on March 14, 2024 regarding delay in shipping for the train replica and on IG was Dec 20, 2023.
The social media person on IG has actively avoided answering questions about delays/refunds but has selectively answered comments about the products itself.
CoolProps, there is still time to make this right. Don't sink further down. Refund your customers who are seeking it.
https://www.facebook.com/CoolProps/p...hzKHvyupXB2FNl
Last FB Post from Dec 1, 2023.
https://www.instagram.com/coolprops_...p/C0T0RGuoGXf/
Last IG post from Dec 1, 2023.