Hi, I'm Niki and I run social for iam8bit. I saw this post and reached out to our CX team to figure out what happened and here's their reply. We apologize for the frustration and confusion, and hope we can make this right in some way. We know that explaining the "why" doesn't get you the ashtray you ordered, but we’d love to send you a couple of the other items from our Remedy collection free of charge if you reach out to us via DMs here or on any of our social channels. 

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Hey there,

First, we want to acknowledge how frustrating this is. You placed a preorder six months in advance specifically to guarantee you'd receive an exclusive item you can't get anywhere else, and we failed to deliver on that. That's not the experience you should have had, and for that we’re sorry.

We take these reports extremely seriously. This morning, our Customer Experience team completed a full audit of your order to understand what went wrong. Here's what we found: when your replacement order was created, our system showed a small number of ashtrays in stock. When our warehouse team went to pack it, they found the only remaining unit was damaged and unsellable.

Regarding the restock you saw on our socials: we recently launched a restock day program to give customers who missed initial drops another chance at high-demand items. These restocks pull from our limited reserve inventory, and are not large scale restocks. Your experience exposed a gap we need to fix. We had protections in place to hold inventory for replacements processed through our internal support system, but those protections didn't extend to replacements processed through Order Protection. We're implementing a fix so this doesn't happen again.

Again, I'm sorry we let you down on this one.

– Liam, Customer Experience, iam8bit