A note from Cricut and Ashish Arora, Cricut CEO

May 24, 2020 • Contributor: Cricut Blog Team 

Dear Cricut members,

I realize that many of you are waiting for your orders. First of all, my deepest apologies for your experience. For the past eight years, we have always held ourselves to the highest standards and these past few weeks, we feel we have let you down. I am deeply apologetic for your experience and we take full accountability. Let me give you more visibility on what is going on.

This has been the perfect storm, from the significant direct effects of the pandemic, surge in demand, a major power outage, some systems synchronization issues, shipping partner’s backlogs, and the transition of our Member Care team from office to home. We underestimated the impact when we initially communicated a two-week delay in shipment times, and the member care support issues this would create.

Let me share the steps we have taken in the past few weeks.

  1. We have increased our Member Care teams by 40 people, which is a 25-30% increase. We are still in the middle of on-boarding new Member Care agents. And we are doing this as fast as possible.
  2. We have been working day and night to resolve the systems synchronization issues and ensure that the various systems are scaling appropriately.
  3. We have two warehouses and distribution centers in the country. First of all, we are ensuring that the logistics teams stay safe. Our distribution partners have added labor, more shifts, more management and more robots to ensure that we can go faster. These teams are working like crazy to catch up.
  4. Sometimes people get multiple shipments on a single order from us. This is because our systems look at inventory, shipping proximity and other criteria so we can ship you the items you ordered as fast as possible.
  5. By the end of this week, we’ll be caught up on packing and processing all of the orders. Once that is done, we are working aggressively with shipping partners so they can pick the orders up and have it shipped to your homes. As you can imagine, these shipping partners are also heavily backlogged. We are working hard to get as much shipping allocation as fast as possible and still have to get through that in the next several days. This is the highest priority for my teams and me, to work with our shipping company and get these out to you as soon as possible. Rest assured that every piece of your order will arrive. 

I realize that none of the above helps you directly and does not get your orders to you any faster. I want to make sure that you all have visibility on the progress we have made. We plan to put this behind us soon and get on with crafting. Thank you for your understanding.

ashish arora (Cricut ceo) 

5 thoughts on “A note from Cricut and Ashish Arora, Cricut CEO

  1. Are you doing anything for those customers that have been waiting over a month for their orders to be complete? When I ordered it stated it would be a two week delay and over a month later I still am waiting for more than half of all the product I ordered. This is horrible for a company to conduct business this way, wether or not there’s stuff going on…you should have changed and adapted. I would have rather not been able to order product, than sit here and wonder if it’s ever going to arrive and have my money already taken for the order so I can’t go to the store and just buy product. You should have shut down online orders when you had these issues arise. Horrible business management.

  2. I have had a ticket in for almost a month. Spent hours an hours on hold, cut off, emailed etc. I’m still waiting. It’s a software issue the chat could not help me with. Said big techs would call me. My business is down. Very upset and getting worse.

  3. Thank you for doing everything possible during these trying times. I have wanted one of your products for awhile now, so me having to wait 4 weeks for it to arrive is fine. We all had to adjust to this virus & stay at home order. Hopefully we learn patience & keep crafting.

  4. Hello,
    I think you all at Cricut are doing a fantastic job adjusting to what is going on in the world around us right now. There are many, many things that are out of your control and I get this. I also had an order that also was delayed for about a month BUT your customer service reached out to me and was honest about the delays in which I completely respect. So, I thank you for this.
    I wish all customer service representatives could be as patient, understanding and willing to accommodate the customers as your team did for me (thank you Aldo!).

    So, I thank you from the bottom of my heart Cricut!
    Cricut on!!

  5. Could you please comment on the issues related to Design Space? It seems counter-productive to keep selling machines if Design Space is bogged down by the increased amount of users. If that is not the issue, please post what is.

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