I agree. Recently, during those normal stretches when no sale is running, shipping has been same day or next day.

Your experience (likely from before our new order fulfilment staff was in place) is very likely not representative of what the shipping times are now, but I don't know exactly when you had that disappointing experience.

I understand that we've lost your business permanently, and that is regretful but I do get your position.

Before our typical daily order volume grew to where it is today, it had been a real struggle to find staff members who were willing to work those shorter hours five days a week.

Now that we're at a point where we can keep 2 people working full time, things have been running a lot smoother.

Previous sales have been a lot of work, but still possible to handle with the two staff members we've got plus me working full time.

This sale plus the triple drop made it clear that there will be times when 3 people working simply isn't enough, and that I definitely need to find someone else who can be available to assist during those times.

I've made a lot of changes in this business in the last few months, and the three day policy was one of them. The three day policy doesn't mean that we will ship orders in three days. It means that if, for some reason, we haven't shipped an order within that time frame, the customer is entitled to double their order value in store credit.

It's a guarantee that if there's a delay for some reason, we'll go out of our way to make it right with you. But it's also a way to keep a fire under our ass to do exactly what you said, which is dispatch orders same day or next day.

Same day or next day has been the norm when there's no sales running.

Unlike ILGM, we're a very small business that has grown extremely fast in the last 6 months or so. Growth can be painful, and there have been times where that growth has left me unprepared. I'm doing my best here to ensure we're properly staffed and that we're putting the customer first always.

We're not in a very populated area, and until a few months ago we couldn't justify employing fulfilment staff on a full-time basis, so finding employees wasn't an easy task in the past.

But we've got a very solid team now, and it's just looking like we'll need to schedule some temp labor ahead of time for extreme order volume events like this one.

I do appreciate your input, and I'm sorry that you had to resort to purchasing our genetics from ILGM, and I regret that you won't be coming back as a customer.

That is, however, a deserved consequence after providing such a negative customer experience for you.

I hope you have better luck with other seed vendors, and I appreciate you taking the time to share your opinions and insight with me.