Dear Skarlett Boutique

We understand the frustration with not having all of your inquiries immediately personally responded toGiven the amount of inquires we received, it was our top priority to make sure that those who ordered were kept up to date with what was happeningWe chose to communicate via email, as we do for all of our communication to customer online [redacted] We have a V.I.P [redacted] Group where we offer exclusive deals, items and pre orders to our customersAll customers who are in that group are aware of how our pre orders work On November 12th, We had [redacted] available to our V.I.P group for Pre Orders OnlyPeople got so excited the link to our exclusive website for V.I.P Customers Only, was shared outside of the groupOn many Buy and Sell sites, and other Social media platforms across CanadaThis resulted in Thousands of emails, messages and phone calls being sent to us inquiring about [redacted] Due to the volume of inquiries, it was not possible to respond to every message that we receivedWe immediately put our focus on sifting through all of the inquires, to make sure that we were communicating to those who placed an order for [redacted] firstAgain due to the overwhelming response, we responded via mass email making sure that all who placed an order received the same message at the same timeEven though these customers should not have been able to access the offer, we decided to work with our supplier on trying to fill the extra orders An email was sent out on November 14th, to all of the customers who purchased on November 12th, advising what happened, and that we were working on filling all of the orders( [redacted] ***) Auto responses were also put on our emails and updated as required to advise those who may have contacted us during the time what was happeningBusiness inquiries should be going to our business email address or business [redacted] page I do not have a timeframe as to when I respond to messages sent to my personal [redacted] page, as it is my personal [redacted] page and is used for family and friends exclusivelyBeing that our Business is online, there are different practices that we follow than a physical store front may If there are negative comments or assumptions being made on any of our social media platforms we reserve the right to delete them Our [redacted] group is not a buy and sell site [redacted] ***NOTE***we posted twice in the V.I.P Facebook group as well, that all Hatchimal comments would be deleted, and asked that inquiries be sent to our email address [email protected]) Below is what is on the first page of the website that we use for our pre orders in the GroupSome People did not read this when they placed orders on November 12th What's This Page About?If you are reading this it is because you are a V.I.P Member with Dear Skarlett BoutiqueI decided to Create this Page for our V.I.P Members To be able to easily shop at your convenience for our hottest pre order items this holiday seasonThese items are not available on www.dearskarlettboutique.comWe offer it to our V.I.P peeps first! Why? Cause we can:) Once the items are no longer on this page, that means they are goneFOREVERRRRRR!!! They will usually be on here for about a week before they disappearUse Promo Code: PICKUP at Checkout to avoid Shipping Fee, If you would rather pick up ***Below is also what is on all of items on the site, Which are pre orders , for a timeline on when the pre orders can expect to be shipped: “Pickup In Store Shipping CA$flat-rate per orderShips within business days to Canada addresses only.” ***Note***Dec 12th would be the 21st business day from the November 12th dateOn the 11th business day since the orders were placed (morning of November 28th ) we were notified by our supplier that the orders would not be able to be filled in time for Christmas but rather the new year That same day we decided that we would cancel all orders and refund all customers who purchased knowing they were expecting these for Christmas and not afterAn email went out that same day (the 11th business day) to all customers who purchased advising we were cancelling orders and refunds were being processed(see attached document for communication threads with dates and times) Refunds were processed on all accounts by the 12th business day (November 29th)Customers were advised via email that there are processing times between banks that could take 2-business daysAll refunds were released back to the credit card companies on our end by December 6th (business days after the email went out advising refunds were being issued, and business days after the order was first placed) We will continue to do pre orders and exclusive offers to our customers in the groupWe have also made sure that it is clear that these offers and links are not shared outside of the group to avoid any future offers going viral and having the general public being able to access these perksThank you,Krista

We understand the frustration with not having all of your inquiries immediately personally responded to. Given the amount of inquires we received, it was our top priority to make sure that those who ordered were kept up to date with what was happening. We chose to communicate via email, as we do for...

all of our communication to customer online. [redacted] We have a V.I.P [redacted] Group where we offer exclusive deals, items and pre orders to our customers. All customers who are in that group are aware of how our pre orders work.  On November 12th, We had [redacted] available to our V.I.P group for Pre Orders Only. People got so excited the link to our exclusive website for V.I.P Customers Only, was shared outside of the group. On many Buy and Sell sites, and other Social media platforms across Canada. This resulted in Thousands of emails, messages and phone calls being sent to us inquiring about [redacted].  Due to the volume of inquiries, it was not possible to respond to every message that we received. We immediately put our focus on sifting through all of the inquires, to make sure that we were communicating to those who placed an order for [redacted] first. Again due to the overwhelming response, we responded via mass email making sure that all who placed an order received the same message at the same time. Even though these customers should not have been able to access the offer, we decided to work with our supplier on trying to fill the extra orders.  An email was sent out on November 14th, to all of the customers who purchased on November 12th, advising what happened, and that we were working on filling all of the orders. ([redacted]) Auto responses were also put on our emails and updated as required to advise those who may have contacted us during the time what was happening. Business inquiries should be going to our business email address or business [redacted] page.  I do not have a timeframe as to when I respond to messages sent to my personal [redacted] page, as it is my personal [redacted] page and is used for family and friends exclusively. Being that our Business is online, there are different practices that we follow than a physical store front may.  If there are negative comments or assumptions being made on any of our social media platforms we reserve the right to delete them.  Our [redacted] group is not a buy and sell site. [redacted]   [redacted]NOTE[redacted]we posted twice in the V.I.P Facebook group as well, that all Hatchimal comments would be deleted, and asked that inquiries be sent to our email address [email protected])   Below is what is on the first page of the website that we use for our pre orders in the Group. Some People did not read this when they placed orders on November 12th.     What's This Page About?If you are reading this it is because you are a V.I.P Member with Dear Skarlett Boutique. I decided to Create this Page for our V.I.P Members To be able to easily shop at your convenience for our hottest pre order items this holiday season. These items are not available on www.dearskarlettboutique.com. We offer it to our V.I.P peeps first! Why? Cause we can:) Once the items are no longer on this page, that means they are gone. FOREVERRRRRR!!! They will usually be on here for about a week before they disappear. Use Promo Code: PICKUP at Checkout to avoid Shipping Fee, If you would rather pick up.    [redacted]Below is also what is on all of items on the site, Which are pre orders , for a timeline on when the pre orders can expect to be shipped:   “Pickup   In Store   Shipping   CA$9.95 flat-rate per order. Ships within 21 business days to Canada addresses only.”   [redacted]Note[redacted]Dec 12th would be the 21st business day from the November 12th date. On the 11th business day since the orders were placed (morning of November 28th ) we were notified by our supplier that the orders would not be able to be filled in time for Christmas but rather the new year.  That same day we decided that we would cancel all orders and refund all customers who purchased knowing they were expecting these for Christmas and not after. An email went out that same day (the 11th business day) to all customers who purchased advising we were cancelling orders and refunds were being processed. (see attached document for communication threads with dates and times) Refunds were processed on all accounts by the 12th business day (November 29th). Customers were advised via email that there are processing times between banks that could take 2-7 business days. All refunds were released back to the credit card companies on our end by December 6th (5 business days after the email went out advising refunds were being issued, and 17 business days after the order was first placed) We will continue to do pre orders and exclusive offers to our customers in the group. We have also made sure that it is clear that these offers and links are not shared outside of the group to avoid any future offers going viral and having the general public being able to access these perks. Thank you,Krista