customer service
I continue to get comments & e-mails about customer service issues (mostly regarding Project 365 and my baby kit from last fall). I know many of you want answers to some of your burning questions. I want to be sure you know who to contact for the most efficient & helpful service. I can not personally help you with your product-related questions.
I want to add that someone new has taken over the customer service, and we are realigning our expectations for customer service. They are committed to improving the current processes and will be paying special attention to your e-mails.
I do not know for sure about a Project 365 re-print. I wish I did. At this point, I wouldn't count on it. We're already a month into this now (for those who started with the first of the year), so if you missed out on my kit, it's up to you whether or not you still want to do your own version of the picture-a-day concept. Just in case you missed it ... check my Jan. 10th post for the free downloads that may be able to help you put together your own Project 365. The concept alone is just so fun. : )
So ... back to getting your questions answered ...
1. If you have ordered a baby kit & haven't seen it yet, call Customer Service.
2. If you are on back-order for a Project 365 kit & are wondering about your order, call Customer Service.
3. If you have a general concern about KOTM, e-mail Customer Service.
4. If you have a defective piece of your baby kit, e-mail vgrothe@ckmedia.com. (Some of you have noticed a misspelled journaling block or something similar. That error happened somewhere in the production stage -- still baffles me HOW it happened & I'm very sorry about that.)
---
Customer Service contact information:
E-mail: CreatingKeepsakesCS@Holdenmss.com
Domestic calls: 800.453.1173
International calls: 720.374.3628
[Phone line hours are 7:30 a.m. to 4:00 p.m. MST, M-F]
I want to add that someone new has taken over the customer service, and we are realigning our expectations for customer service. They are committed to improving the current processes and will be paying special attention to your e-mails.
I do not know for sure about a Project 365 re-print. I wish I did. At this point, I wouldn't count on it. We're already a month into this now (for those who started with the first of the year), so if you missed out on my kit, it's up to you whether or not you still want to do your own version of the picture-a-day concept. Just in case you missed it ... check my Jan. 10th post for the free downloads that may be able to help you put together your own Project 365. The concept alone is just so fun. : )
So ... back to getting your questions answered ...
1. If you have ordered a baby kit & haven't seen it yet, call Customer Service.
2. If you are on back-order for a Project 365 kit & are wondering about your order, call Customer Service.
3. If you have a general concern about KOTM, e-mail Customer Service.
4. If you have a defective piece of your baby kit, e-mail vgrothe@ckmedia.com. (Some of you have noticed a misspelled journaling block or something similar. That error happened somewhere in the production stage -- still baffles me HOW it happened & I'm very sorry about that.)
---
Customer Service contact information:
E-mail: CreatingKeepsakesCS@Holdenmss.com
Domestic calls: 800.453.1173
International calls: 720.374.3628
[Phone line hours are 7:30 a.m. to 4:00 p.m. MST, M-F]
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1:29 PM
34 Comments:
Hi Becky. I love the 365 project so far. It is so fun to look back on the past month. I have decided to do a separate 365 for my son starting on the day he is born (which will hopefully be soon).
Thank you for the update. Although the process has been incredibly frustrating (I am one who was told I had an order, it was coming in January, got a box that didn't contain the kits and now am told I am on backorder....) it is nice to be heard. I have gotten 2 very prompt emails from the new person in charge of CS and although I am not really satisfied with her answers I appreciate being heard and responded too with a TRUE answer.
On the other hand, I am loving the picture taking portion of the project and have put some of my recent favorites on my blog. The pile of bags is one I love and definitely captures our daily life.
www.frannykatescreativestate.blogspot.com
Thank you Becky for all the time and effort you have put into the project.
I absolutely knew that the project 365 kit would be gone in an instant. Money was tight then, so didn't order one. I have ordered some of your kits in the past, though, and am just flabbergasted that people would expect you to personally deal with the customer service issues that might arise with CK. Really, Becky, you have been more than patient and nice at pointing people in the right direction and losing sleep and feeling terrible about things beyond your control. Now, go have some fun, take a nap, or drink some hot chocolate (wait, it's warm where you are! No fair).
Becky I'm glad to know you're trying to get answers for everyone. I was not able to get a kit but I love the idea and with the exception of 2 days so far I have been taking daily pictures of our life, thank you so much for the downloads @ least I have something to work with. Keep the ideas coming
Thanks for your post, Becky!
Even if we can't get the kit, I'm still going to continue with the 365 project! It's so fun and I'm really enjoying it!!
And thanks for sending out the digital copies of some of the kit elements. I have just a little Photoshop experience but was able to use the digital pieces to put together a layout that's pretty much identical to the kit's! I plan on putting it all into a book at the end of the year!
You can see the first layout on my blog (intothewestblog.blogspot.com) or on my flickr account (www.flickr.com/photos/justplainhope)
Thanks for allowing us to have the digital files as it makes the project so easy for those of us who do some digital work!
Thanks again!
Hope :-)
What a headache this has been for you! I called customer service the other day because I was billed for the kit but then didn't receive it and it had been 2 weeks.
Anyway--the girl on the phone was very nice and very helpful and apologized for the mix up. She said I was not suppose to be billed until it shipped--which will be the second week of February. So today they credited my account back for the kit.
I can't wait to get it--it will be much easier once I have it on hand. I have been getting a little behind with the journaling aspect of it.
Anyway--just wanted to tell you that I had a positive experience with customer service. Keep your chin up----this too will pass!
Laura
Becky,
I was just looking through the Baby Kit again last night. I ordered one for my adopted daughter and have absolutely LOVED this kit! I did pick up a couple for baby gifts, but now my older kids want their baby albums done in this cool, new format. :o)
Just wanted to say that this is an AMAZING value for all the cute products in it! It has helped me stop procrastinating and begin enjoying the process of putting her story together in such a wonderful format. If you are considering this kit at all... CALL and get one - you will not be disappointed!
Thanks Becky for another great kit! Just wanted you to know I am just crazy about it!
I haven't managed to go through all of my baby kit yet but now I'm a little paranoid. I'll have to go through it!
I'm on backorder and they told me to expect mid-March. Should I call again? Have things changed? I've already called three times. I thought I'd tone it down ...
Oh, I know you don't have all the answers. I was just thinking out loud in my last post. Ack!
I'm really enjoying my 365 project. I probably wouldn't have as much motivation to keep it going if I wasn't expecting your kit. I'm going through quite a lull and I'm very unhappy with the pictures I've been taking lately. But, hopefully that will pass. I LOVE summer photos :)
Hi Becky,
Doing my own version on 365 with the digital download you gifted us. I would love to get or purchase more of the artwork to keep going. Is this a possibility? No answers from CK of course, but still wanting to continue.
Thanks, Lesley
Becky, I was one who emailed you and I do apologize. I did not mean to bother you in anyway.
I am sorry for that.
Marta :(
Becky
I have all of your kits (paid lots for 365 on ebay, but totally worth it) just wanted to tell you that i'm so glad you have a blog and share your creativity with us, you totally inspire me, thanks!!! i think you are awesome!!!please continue to make more kits, you should consider creating your own company, you have a huge fan base!!
From a big fan in CA
thanks for the updates, becky...just an fyi...i'm sure many of us would love the kit even if the year was half over! i'm keeping up on mine with the photos and journaling on the computer...but haven't started printing or putting it together quite yet...i keep holding out for the possibility of a kit. no worries if it can't happen though, i'm flexible. :)
Just a note to tell you that despite all that has happened that is out of your control, I think you are doing a great job at helping everyone and addressing their concerns. All this while chasing after two bigger kids and a new baby!
I ordered the baby kit a few months ago and finally opened it the other day - - I LOVE all that comes with it and it is such a good value! Baby #2 due in June is already getting a leg up on his album (not to mention the school kits I've already ordered for him and my 2 year old son!) Thanks again for all your adorable products!
What a tribute to your creativity that there is such a huge demand for the products you design. Keep it up Becky - we obviously love what you do!
Thanks so much, Becky. Everyone appreciates you reaching out. And hearing that someone new is heading up customer service is excellent to know and gives me more hope! Your designs are brilliant, so keep it up. =)
Thanks for the information Becky, I know you are doing all you can. We all realize that the customer service is not provided by Becky Higgins personally, but appreciate your input. This Lazy Mom has given up on the project for this year since my kit is on backorder. But I am excited about possibly doing it next year.
I have hope that my kit will come in Feb. Originally, I was told I placed a successful order, my credit card was billed and I got a confirmation email. After 2 weeks I called and they told me that my order was on back order. Last week I received this email explaining that they did place another order for the kits (and why wouldn't they when it was so wildly popular?) and that they expect to receive them in mid-Feb. Yay! Here is the email I received.
Hello Jackie,
Thank you for your order of the Project 365 kit. We recognize ordering this kit has been a frustrating experience, and apologize for the inconvenience. We must also apologize for another mistake that has been made on your order, as we inadvertently charged your credit card prior to your order shipping. Your order is in "pre-order" status pending the shipping of your kit. Unfortunately, your order was processed as if it was a live order, and your credit card was charged. To rectify this error, we will be reversing all Project 365 kit charges that are now on pre-order. This process may take up until the end of this week to be completed.
After January 26, please take the time to review your credit card transactions and confirm that the charge has been reversed. If it has, no further action is required by you. If the charge has not been reversed, please contact us so we can immediately reverse the charges.
The second shipment of Project 365 is currently in transit from China. Our shipper is estimating delivery to our warehouse by mid-February. After the shipment is checked in, within 48 hours we anticipate being able to process your order. When your order is shipped we will charge your credit card.
If you have questions, please e-mail CreatingKeepsakesCS@Holdenmss.com. In the U.S., you can call 1.800.453.1173, or for international callers only, you can call 720.374.3628. Phone line hours are 7:30 a.m. to 4:00 p.m. MST, Monday-Friday. Please refrain from contacting individuals at Holden Corporate as they may not be equipped to adequately handle your inquiry.
We made mistakes with the launch of Project 365. We know that. You know that. We want to express our apologies and let you know that we have learned valuable lessons from this experience and will be making changes to our process so as not to repeat them with future kits.
Thank you,
The Kit of the Month Team
Yes, I know I would like the kit even part way into the year (or later). I am taking pictures and will make due if I have to, but the kit would be FABULOUS!!
Becky thank you very much for all the inspiration. I took you idea for Project 365 and ran with it. Maybe you would like to check it out.
http://craftyjacks.blogspot.com/
Anyways thank you again. I hope they get to do another printing because your kit looks wonderful.
Thanks for everything Becky. I'm pleased to hear that CK has made what will hopefully be very positive changes in the customer service department!
Now, this is off subject, but.... I was wondering if you cared to share any inspirational ideas for what you are doing this year for your kids' VALENTINES?(what they will pass out to thier friends/classmates)?? I was SO inspired by your cute idea last year, and ended up doing something similar. It's that time of year again -- only a couple more weeks -- so I was hoping you might have a new idea or two to share. Pretty please? LOVE your ideas! Thanks again! :)
Hi second Jen's request - I would LOVE to see what you are doing for your kids' Valentines! Also - I had asked at another time what you used for your party bag toppers. I would like to do something like that, too. Are they pre-made toppers that you printed on, or did you measure, print and cut them out yourself? If so, what kind of paper did you use? Thanks so much!!
susan in nj
Becky,
I have to admit that I haven't purchased a kit. However I really appreciate your tenacity in checking out issues for your customers. That says a lot about you! The next time a kit comes around I'll definitely think about ordering one because you seem to stand behind your products! That's awesome! (I'm sorry to hear about the trouble you've been having.)
Good luck!
I know the likelihood of the kids is getting slimmer and slimmer, but I and many of us are still trying to keep up with this even if a kit came out in June! ;-) If that isn't the case, could you design a similar kit that could come out in November or something that customers could use for this year or for next year if they already did one this year? Maybe with different colors or something?
This experience has been so much more fun that "traditional" scrapbooking. My photography skills are improving, I am concentrating on capturing LIFE, and looking back at the pictures I have found I am capturing things I truly don't want to forget as a wife and mom. Thanks so much! This is what we all needed!
Since I don't have the kit, I am keeping organized here:
krasmussen365.blogspot.com
Oops! I meant KITS! I knew I should have read it through again!!
Becky you are my muse. When I could not order the Project 365 Kit, I simply made my own. It was the greatest thing since double sided paper for me. I have gotten back to my scrapbook roots with the project. I am so very pleased with myself and the album. Thank you for the inspiration.
Thank you for update. I am one that did ask for your help. I was and am very frustrated. I have and am contacting customer service and they can't find my order in the computer even though I have an order number and my credit card was charged. A supervisor is supposed to call me back and doesn't. Emails are not responded to. Since I wasn't getting a response, I was reaching out to you in case you had any other ideas. I will keep trying with customer service.
I know that you are not able to answer my question. You are the only one that has been responding and cares. I appreciate that.
Thank you for designing this kit. I am having fun with it. If I don't have a kit coming in February, I'll make my own.
You very inspiring in how a person handles very frustating situations that you really have no control over. I so admire that quality. Thanks for such a great example in how we really should behave.
I am dying to see the next KOTM since I wasn't able to get my hands on one last month. Are you doing it? or someone else? It is only a couple of days away from teh 1st and I haven't heard anything about the one in Feb. If you know some info...I know that we would all like to know :)
Becky,
I didn't know how else to contact you so I thought I would comment here - I was looking through your Family History book last night and saw a pic you did of WWII and it involved an army company from Mount Airy, NC. My family is from the area and my grandfather was in the army then so I was wondering if you have the pic scanned and I could get access to it. I know chances are slim my grandfather is in it, but if he was or any of his brothers, it would be cool.
You can contact me at crystalfulcher **at** ec **dot ** rr**dot**com
Sorry to take away from your blog
Becky--just wanted to add my voice to those still praying that they will make more kits available! I am taking my pictures and doing journalling and I'm really hoping to still get a kit.
I hope that CK knows how many people are still hoping to have a chance to buy one even if it is a few months into the year!
Becky,
You have been so kind and gracious through this whole Project 365 fiasco. Know that it is because of the quality and talent of your work that we are all so anxious to recieve the Project 365. So kudos to you!
I too am one of those whose credit card was charged on 1/5. Was promised each week for two weeks that the product would be shipping next week. Finally it shipped on Jan. 19th, only to arrive at my house with the foam stamp kit and no Project 365 (even though it was on the shipping invoice, but the package weight was only 1.80 pounds). I am dying to get started on this project, so I was quite disappointed. Called customer service who said I should have a project with my name on it in the warehouse and someone would get back to me in a couple of days. No one ever did. So I emailed someone at the email you provided. Still no answer in 48 hours. Called again to CS (who kept telling me that my project 365 had already shipped) and I finally spoke to a supervisor who transferred me to someone else, except I got her voice mail. Had to call back again only to be told it is apparently on back order. The are not refunding my credit card or any shipping expense. It should hopefully be in mid Feb. and then I should finally get the kit. I am only telling you all this so you are aware of the lack of quality at the customer service department in case you think about sharing your talents with another company label with better customer service.
I love you blog and your creativity so please keep it coming! Can't wait to hopefully get to see the Project 365!
Hope it's not too late to pipe in... Project 365 is so much more than an idea for 2009! My sister, who has never scrapbooked, had the great idea to start this project on her birthday and document her first year of entering her 40's! So I hope the idea of reordering the kit isn't stalled just because of the passage of time. This idea and kit are so amazing that it will sell regardless of when it is offered. I hope every effort will be made to offer the kit to all those who missed out the first time around.
Thanks Becky, you rock!
Laura
I have to agree with the above poster who said, "telling you all this so you are aware of the lack of quality at the customer service department in case you think about sharing your talents with another company label with better customer service."
I love your work and would love to buy your kits. I hope you'll seriously think about associating yourself with a company who can do justice to all your great ideas.
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