we split up

Summary

In this video, the creator addresses a long-standing issue with their merchandise partner, Spring, which caused delays in fulfilling orders and poor customer service. After testing the system and experiencing significant delays themselves, they decided to end their partnership with Spring. The creator apologizes to their fans for the inconvenience and announces that they will now handle all merchandise directly through their own website, professorpride.com, ensuring faster shipping and better quality control. They also offer a special discount to former Spring customers as a gesture of goodwill and commitment to better service in the future.

Takeaways

• 😀 The company hit 1,000 subscribers on YouTube in June 2020 and fans requested merchandise.
• 😀 They chose Spring, a dropshipping company, to handle merchandise production and fulfillment.
• 😀 Spring was initially reliable, but recent delays in fulfilling orders raised concerns.
• 😀 Customers were experiencing delays of up to two months for t-shirt orders from Spring.
• 😀 The company tested the service by placing a personal order, which also faced significant delays.
• 😀 Spring cited high order volumes as the reason for the delays but provided no specific timeline for fulfillment.
• 😀 The company faced issues with Spring’s customer service and the impact on their reputation.
• 😀 They ended the partnership with Spring, removing all merchandise from the Spring store.
• 😀 The company now handles all merchandise fulfillment directly through their own website, professorpride.com.
• 😀 Customers who ordered through Spring can reach out to them for refunds, and the company offers a 10% discount on direct orders as an apology for the Spring issues.
• 😀 The company takes full responsibility for the past mistakes and vows to personally ensure better service and faster shipping moving forward.

Q & A

What caused the delay in merchandise orders for customers?

The delays were caused by Spring's unexpected backlog of orders due to a high volume of business in January 2025. The company had trouble fulfilling orders on time, which led to delays of up to a few months for customers.

Why did the company choose Spring for merchandise fulfillment initially?

The company chose Spring because it is a dropshipping company, which allowed them to offer merchandise without needing to buy large quantities of each design upfront. Spring would produce and ship the items on demand.

What happened when the script writer tested the Spring system themselves?

The script writer ordered a t-shirt for themselves through Spring, and after waiting over a month without receiving the item, they contacted Spring, who gave an unsatisfactory response about the delays and the inability to provide a delivery date.

How did Spring's customer service response affect the company's decision?

The response from Spring was considered the worst customer service the company had encountered, especially with the lack of an estimated delivery date for orders and the company's failure to acknowledge the long partnership. This led to the decision to end the partnership with Spring.

What changes are being made to ensure better merchandise fulfillment?

The company is now handling all merchandise fulfillment internally. They will only offer products on their own website, professorpride.com, which is fully controlled by the company. This ensures better quality and faster shipping times.

What was the issue with deleting a Spring account?

Spring made it difficult to close an account, requiring the script writer to fill out a Google form for sensitive information, which raised concerns about cybersecurity and transparency.

How does the company plan to compensate customers who experienced delays with Spring orders?

The company is advising customers who have been affected by delays with Spring to reach out to Spring directly for a refund. They also offer a coupon code, 'spring sucks,' to provide 10% off future orders on professorpride.com as a gesture of apology.

What is the company's stance on future partnerships with dropshipping companies?

The company has decided not to partner with any more dropshipping companies in the future. They will handle all orders themselves, ensuring better control over product quality and fulfillment times.

How is the company ensuring better shipping times for customers?

The company will ship products within 1 to 2 business days, using USPS for domestic orders, which typically arrive within 3 to 5 business days. International shipments may take longer but will be processed as quickly as possible.

What will happen if a customer encounters an issue with their order in the future?

If any issues arise, customers are encouraged to email the company at [email protected] with their order number, and the team will address the issue as quickly as possible, ensuring customer satisfaction.