My email was different. (Sounds like they may well have taken money from my account for part/all of order they can't fulfill).
Dear customer,
This is a message from Nick, our founder to all remaining customers without orders. We are extremely aware of the delays and inconvenience to you in not replying. Until we get to your order, we wanted to explain what's going on.
"Its been 12 days since the Sample Sale. During the sample sale the server was overwhelmed by huge traffic, despite adding considerable capacity to cope. Traffic levels were far greater than anything else we'd experienced. This meant that a great many people couldn't access the site, so I decided I had to shut it down.
Since then we have discovered that despite assurances this wouldn't happen, some of the stock figures didn't update properly either, not removing what was sold. Thus we over sold stock without realising.
You are almost certainly one of hundreds this happened to. Because of the complications this caused, we are having to trawl through the orders to sort which have issues and which don't, and to offer alternatives wherever we can. This is very time consuming for a small team.
Its nice to be so popular, but certainly not to let you down, which we have. I absolutely hate imperfect service, and right now we are far from perfect. At least I am able to instigate changes from what we've learnt, and bring in new technology and partners, who will be in place soon. Growing pains hurt.
In the meantime I'm afraid I need to be honest and say you will have to wait longer, so that we can properly deal with each order in turn. We are going as fast as possible, with more long nights ahead.
We are very concerned about this and the whole company is concentrating on getting it sorted.
You WILL be contacted and I can only apologise again.
Yours sincerely,
Nick Hussey.
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