Hi guys! Wow, so cool to see the good feedback from everyone and thank you for trying us :)
Just letting everyone who was on this thread know we are back up and running as of early January - we honoured all returns in the process and all orders pending were still sent.
I wanted to also shed some light on why we closed down for a few months as well!
We are born in Australia (
http://www.neoprocycling.com.au was where we started!) and expanded to the USA last year - we did our best to find the best warehouse we possibly could but unfortunately we could not come and visit it because of the current pandemic we have. Believe us, lots of research went into choosing one - but the warehouse we chose were so so so bad that they were impacting our customer experience.
There were a few issues that were arising as time went on, but the biggest one and most alarming for us was the fact they were taking SIX WEEKS to process customers returned items.
We found this completely unacceptable - we couldn't tell our customers that we can't process their refund for 6 weeks until we have inspected it to make sure it meets the (standard) returns guidelines. For the record, this was a MAJOR warehousing/3PL brand/company we picked. They said they can't speed it up and that they dont have any SLA's they need to hit and to deal with it.
So, we wanted NeoPro to be a longstanding brand in the USA - and this means making sure our customers are looked after. We actually ended up processing ALL of the refunds before this 6 week period quoted by the warehouse, before we could even get them looked at - because we wanted everyone to have a good experience and not wait.
We saw the Warehouse wasn't going to be the right fit - and instead of digging the hole deeper and causing potentially huge logistical problems down the line with the returns etc, we decided to move warehouses and "cut our losses" until we could get set up again with a more reliable system - as we wanted everyone to have a good experience with us :) . We now have a warehouse in Utah, and it is MUCH MUCH better!!
Yes, it was a big call to make to close down a revenue stream, but we still think it was the right call :)
Thanks again to everyone who has got some of our stuff so far :) Lizzi.