About Last Friday.
We’re sorry for not delivering an awesome customer experience.
Unfortunately, we got hit with coordinated bot attacks on FiGPiN.COM during the ECCC Exclusive + AF Bundle public sale. The software that we had in place to fight these bot orders misidentified many legitimate orders as bot orders and auto cancelled them - that was NOT part of our plan.
We were inundated with tickets, emails, DM’s and even phone calls from fans who were upset, freaked out, confused and just unsure as to what had happened.
We are going to fix this.
If you have any kind of issue with your order - please contact us at firstname.lastname@example.org. If you’ve already contacted us, please don’t send in additional requests, we have a small team working non stop - every single support request will be answered and addressed. We are looking at every single order that was cancelled on a case by case basis to determine how to correct it. If your order was cancelled, you will absolutely get a refund. The system just takes a few days to complete the transaction.
We have people who did use bots contacting us and telling us that they were legit orders! That’s not helpful at all, it’s not awesome in any way. We are also getting some nasty emails. Our team doesn’t deserve that - especially these days when everyone is under extra stress. If you choose to use abusive language with our team, then you will go back to the back of the line, period.
For people concerned with unlocks in the App on their AF Bundles or ECCC FiGPiNS - all this merchandise will ship out at the same time, so don’t worry about how long it will take to get your support ticket resolved - you will all have a fighting chance at 1st to Unlock! :-)
On a more positive note, we have a drop happening tomorrow of a very special FiGPiN. We will do our absolute best to give everyone a fair shot at buying what they want. We cannot promise perfection, but we can tell you that we are working very hard to make it as smooth as possible for our fans.
Our mission as founders is, and will always be, to make the absolute best product imaginable. We want the experience of collecting FiGPiNS to match the quality of the product itself.