On 10th Nov 2020, 10pm SGT our biggest online intimates sale went live. Due to the unexpected high traffic, it crashed our website server, crashed our gift redemption app and caused discount mechanics glitches. Our tech team tried to patch things up as quickly as they could, however to no avail as the huge traffic keeps coming in continuously. Our server literally gave up and stopped working at one point in time.
While the website is back and discount glitch rectified, the gift redemption app is currently still being fixed. It’s taking longer to be fixed as the huge amount of orders has to be retagged and the team is also doing various load tests to ensure that it can satisfy the high traffic when it goes live again.
To make up for the gift redemption app failure, we will like to assure you that you will be entitled to free gift(s) as long as you checked out from 10-11-2020 10pm to 11-11-2020 12:00am (ie. the first 2 hours of the 11.11 sales). In fact, the free gift(s) would have been fully redeemed within 6 mins of the sale if the app didn’t go down.
Before the gift redemption link goes live, we will announce the date & timing for redemption beforehand so that you can mark it in your calendar. Taking in a brilliant suggestion by a couple of customers on I’M IN Instagram, we will be sending the gift redemption email in a staggered manner based on your check out time. Which means, customers that checked out earlier will get to choose her free gift first just like how it would be if the app didn’t crash. You are guaranteed with the gift(s) but no guarantee in color/size as it still works on a first come first serve basis. Please redeem your gift(s) as soon as you got the email notification.
In light of honouring all the gifts, we will be manufacturing extra free gifts (satin shorts, bralettes & loungewear) . As some manufacturing time is required for our factory to manufacture the gifts, the estimated arrival of the gifts will be from 27-11-2020 to 04-12-2020. Orders from order no #887268 onwards will fall into this batch, thus your order will only be processed with the free gift(s) when it arrives.
Orders before #887268, your order will be processed(no backorders) once you complete your gift redemption. Order processing will take 3 - 15 working days as communicated in our original order processing period listed under our terms and conditions.
Orders with backorders, no changes, your order will be processed in 3 - 7 working days when your backorder(s) arrive.
For discount code glitch and issuing of refunds for overpaid items, please email to email@example.com and our CS team will revert to you the soonest. Please avoid sending multiple emails as this will further delay the response time.
Lastly, the tech team is working round the clock to ensure that the gift redemption app will be ready by this week while the rest of the team is hustling hard to reply all your enquiries and process your orders as quickly as possible.
We are very sorry for the experience and we should have done better. Thank you to all our customers who gave us your patience and words of encouragement. We appreciate it very much.
And thank you all for camping for the sale and loving I’M IN. We wouldn’t have made it this far without all of you.
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