Customer FAQ's
Last updated July 10, 2013
In an effort to help answer some frequently asked questions from our customers, we've started a list of responses. Check back often for updates!
1. I placed an order in June, and haven’t received it yet. When will I get it?
Please be assured that we’re working on it, and you will receive your products. As you may imagine, the news that we’re transitioning out of this business in order to create a fresh start has generated an enormous amount of orders. Our manufacturing and distribution teams are working overtime to fulfill orders from June and the first week in July. For some products, we’re waiting to receive raw materials that are on their way. We’ll ship your order as soon as all of your products are manufactured.
Our Customer Service team is also working overtime, and is still overwhelmed by the current volume of calls and emails. They send their apologies; they just don’t have enough people to answer all of them. So we appreciate your patience, and respectfully ask that you refer to your order status for any updates. You will receive a ship confirmation when your order leaves our warehouse.
2. I have some albums I’d like imprinted using Persona. How long will that service be available?
Persona Imprinting is currently accepting* Covers, Spines and Coversets, and will do so through August 9, 2013.
Please allow sufficient shipping time with the carrier of your choice (such as UPS or FedEx) so your shipment is received at the Creative Memories Home Office on or before August 9. Product shipments that arrive on or after August 10 will not be processed and will be returned without personalization.
Once your items to imprint are received, we will begin processing them as soon as possible, keeping in mind each cover and/or spine is individually handled. Usually we ask that you allow up to two weeks of in-house processing time. However, lately we’ve been seeing extremely high order volumes, so it’s likely to be a longer-than-usual processing time.
If you’re placing an order through your Consultant (Persona Pre-Purchase), those orders will need to be placed no later than July 19, 2013.
*Important, please visit the Persona Imprinting web site http://persona.creativememories.com, Design an Album > Step 1 – Describe your album, to check if your Album/Coverset is accepted for Persona Imprinting.
3. I’m planning to place a Last Chance Order for Pages, Protectors and a few Coversets. When can I expect to get it?
It will help to understand the process. July 8-31 is the timeframe for the Last Chance order period. During this time we’ll take pre-orders, then in August we’ll place a final order for materials and begin manufacturing them so you have as many as you need. This may take a month or more, but this approach will guarantee you get the quantities of Last Chance products you order. So you may want to take a look at your needs for current and future projects and plan accordingly to take advantage of the Last Chance timeframe, understanding it could be September or later that they arrive to your home.
4. Why aren’t you offering scrapbooking products moving forward? Scrapbookers aren’t interested in quick and easy solutions.
We have done extensive strategic analysis and market research to determine how best Creative Memories can exist as a strong, stable direct selling business. The results of this work, combined with the financial requirements of our bankruptcy, have led us to not offer these products moving forward. We know that today’s time-starved moms want to enjoy their photos and connect with their families. And to do that, they need simple, easy and quick solutions. Our hope is that our scrapbooking customers can find products to fit their needs in the new company, though we understand we may not be able to meet all of them.
5. Why are you not including Side Loading Sleeves, PicFolio Pages and
replacement blades in the Last Chance Order period?
We wish we could, but those products have not been available from our suppliers.
In an effort to help answer some frequently asked questions from our customers, we've started a list of responses. Check back often for updates!
1. I placed an order in June, and haven’t received it yet. When will I get it?
Please be assured that we’re working on it, and you will receive your products. As you may imagine, the news that we’re transitioning out of this business in order to create a fresh start has generated an enormous amount of orders. Our manufacturing and distribution teams are working overtime to fulfill orders from June and the first week in July. For some products, we’re waiting to receive raw materials that are on their way. We’ll ship your order as soon as all of your products are manufactured.
Our Customer Service team is also working overtime, and is still overwhelmed by the current volume of calls and emails. They send their apologies; they just don’t have enough people to answer all of them. So we appreciate your patience, and respectfully ask that you refer to your order status for any updates. You will receive a ship confirmation when your order leaves our warehouse.
2. I have some albums I’d like imprinted using Persona. How long will that service be available?
Persona Imprinting is currently accepting* Covers, Spines and Coversets, and will do so through August 9, 2013.
Please allow sufficient shipping time with the carrier of your choice (such as UPS or FedEx) so your shipment is received at the Creative Memories Home Office on or before August 9. Product shipments that arrive on or after August 10 will not be processed and will be returned without personalization.
Once your items to imprint are received, we will begin processing them as soon as possible, keeping in mind each cover and/or spine is individually handled. Usually we ask that you allow up to two weeks of in-house processing time. However, lately we’ve been seeing extremely high order volumes, so it’s likely to be a longer-than-usual processing time.
If you’re placing an order through your Consultant (Persona Pre-Purchase), those orders will need to be placed no later than July 19, 2013.
*Important, please visit the Persona Imprinting web site http://persona.creativememories.com, Design an Album > Step 1 – Describe your album, to check if your Album/Coverset is accepted for Persona Imprinting.
3. I’m planning to place a Last Chance Order for Pages, Protectors and a few Coversets. When can I expect to get it?
It will help to understand the process. July 8-31 is the timeframe for the Last Chance order period. During this time we’ll take pre-orders, then in August we’ll place a final order for materials and begin manufacturing them so you have as many as you need. This may take a month or more, but this approach will guarantee you get the quantities of Last Chance products you order. So you may want to take a look at your needs for current and future projects and plan accordingly to take advantage of the Last Chance timeframe, understanding it could be September or later that they arrive to your home.
4. Why aren’t you offering scrapbooking products moving forward? Scrapbookers aren’t interested in quick and easy solutions.
We have done extensive strategic analysis and market research to determine how best Creative Memories can exist as a strong, stable direct selling business. The results of this work, combined with the financial requirements of our bankruptcy, have led us to not offer these products moving forward. We know that today’s time-starved moms want to enjoy their photos and connect with their families. And to do that, they need simple, easy and quick solutions. Our hope is that our scrapbooking customers can find products to fit their needs in the new company, though we understand we may not be able to meet all of them.
5. Why are you not including Side Loading Sleeves, PicFolio Pages and
replacement blades in the Last Chance Order period?
We wish we could, but those products have not been available from our suppliers.
I grieve with you and I am not a consultant.
ReplyDeleteI have been a customer for almost 15 years!!
I wish you WERE the CEO so we could still get
our supplies!!
Good luck to you and all consultants!!
Signed,
Sad in Missouri
Dear Sad in Missouri, thank you so much for your kind sentiments! Loyal customers like you are grieving as well. <3
ReplyDelete