Thanks so much for taking the time to share your feedback. I’m sorry to hear about the frustrating experience you had with our website and support options. It’s not what we want for our customers. I’ve taken your points into sections so let me go through each point and see how we can help. Let me know if I’ve missed anything.
1. Website Issues on Mobile
It sounds like updating your payment info on mobile was trickier than it should have been… We want things to work smoothly on all devices, so if you don’t mind letting us know which device and browser you were using so that we can investigate this and get to the bottom of it. Your feedback will help us improve!
2. Website Design & Future Updates
Great timing for this discussion! We’re actually close to launching a brand-new, upgraded site that will be way more user-friendly and intuitive. We have moved to a headless architecture built on top of Shopify and implemented a headless content management system. In simple terms, it means that not only will the site look slicker, but it will be faster for customers and faster for our teams to make even more improvements and changes. We’re confident you’ll notice a marked improvement.
3. Getting in Touch with Support
Getting directly in touch with us is super easy. You can find all our contact options in the ‘Contact Us’ section of our website - email, WhatsApp, and even DMs on our socials (Instagram, Facebook, Twitter). No matter what the channel we’re here to help!
4. Reordering and Welcome Kits
As much as we’d love to shower you with freebies for every order, we do keep the starter kit for first-timers only. That being said if you sign up to our mailing list you might find the odd discount code dropping into your inbox every once in a while. With the introduction of the new website launch, it will make the ordering process smoother and more seamless than ever, providing you with an effortless and enjoyable experience from start to finish
Thanks again for sharing your feedback and suggestions, and sorry again for the hiccups you encountered.
Let us know if there’s anything else we can help with!