January 5, 2009

FAQs

We've been working hard to make sure we get as many of your questions both correctly answered and resolved. We understand this has been terribly frustrating and we appreciate your patience as we work through this. As evidence by the message boards, we can see that many of you have received a new e-mail this weekend with your ordering information. If your information (quantity, shipping, etc.) is correct, no further action is needed. If there is a discrepancy, here is the contact information:

E-mail: CreatingKeepsakesCS@Holdenmss.com
Domestic calls: 800.453.1173
International calls: 720.374.3628
[Phone line hours are 7:30 a.m. to 4:00 p.m. MST, M-F]

Here are some answers to a few of the frequently asked questions. Check back here as we know more. Again, we want to make sure that the information we share is accurate. Please be patient as we obtain answers to some of your questions.

Question: Why is there inconsistent information being shared?
Answer: Fullfillment/Customer Service is outsourced to a third party. There was poor communication between CK Media and the Outsourced Company. The lines of communication are being straightened out. Launching on a holiday complicated matters.

Question: I’m curious, how many kits were produced?
Answer: The production quantity was set in October 2008. Conventional Wisdom indicated the economy was softening/slowing, so we were cautious with the order quantity and 4,000 kits were produced. With perfect hindsight it is obvious we underestimated demand, however, in October 2008 this was not so obvious.

Question: Why were there so few of these kits made in the first place? How did you guys not predict that the demand would be thousands more than you made?
Answer: Estimating order quantities is part science, part art. The order quantity for this kit was established in October 2008. We predicted the order quantity would be higher than usual, but tried to balance that with forecasts of a softening macro economy. We did our best, but in hindsight, we were too conservative.

Question: Why can’t you guys just make more kits? There is clearly the demand for it.
Answer: The KOTM kits are produced in China and typically have a 120-day production cycle. For this kit, demand exceeded supply and we are aware that this has caused frustration and disappointment for our customers. We will be contacting our manufacturer in China to discuss options and timing for a possible reprinting. In all manufacturing processes there is a complex interconnection/interdependency along the production chain. Raw materials need to be ordered, production occurs, finished products need to be shipped to the US, they must pass through customs and then be transported to our fulfillment center.

70 comments:

  1. Is anyone answering the international phone number? I've been on hold for 15 minutes, which starting to feel like January 1st when I was on hold for an hour before finally hanging up.

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  2. Still frustrating as you've really only addressed those that DID get a confirmation number. What about the 100's (perhaps even 1000's) of us that weren't able to order at all because we either got booted off your website or simply didn't get there in time? I guess the only "customers" that are a concern at this point are the ones that actually got to order a kit?

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  3. Thanks for the update. I really hope you guys can work it out to get some more. I was on the road all day Thursday and couldn't get through. The website was down when we stopped for lunch, and everytime I called (numerous times) I got a "all circuits are busy" message. :(

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  4. Thanks for an update... but will you be able to tell us when our kits will ship? I did recieve an email stating it will ship via UPS, but no approximate date. This is very weird to me? THANKS!

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  5. I really want someone to be held accountable for what happened to me! I am in the process right now with my bank in changing my debit card number since you charged me without me knowing that my order went through!

    I would like to have my EMAILS answered! I want to speak with someone that does not call me a liar and when told that I will conference in my bank, that I need to call back at a later date!

    I am certainly not going to let this die...I am being upset! CK your updates & apologies {if you can all them that} are not even close to addressing the issues!

    And please oh please to have the nerve to say that things were complicated because it was a holiday is pathetic! You guys chose the date, not us!

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  6. 1) A way to check our order status without calling and sitting on hold?

    2) A bunch of people to respond to the massive amounts of emails being sent in?

    I have a confirmation, a total, but no charges on my card like other people. I'm wondering now if I actually have a kit.

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  8. What about if you received two emails with all of the correct info on Thursday, but did not receive any new emails over the weekend? I waited on hold for 1.5 with CK this morning and when I finally got through, the rep said that my order went through and I would be receiving a kit. Was she wrong? There seems to be a lot of confusing answers regarding the weekend emails. Please clarify.

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  9. Please make this kit available again!
    I know you are trying, I just can't believe that I am going throught this again!! I had the same trouble with the school kit and troubles with the baby kit- including being charged twice for the same order!! I hope that all those people who received mutiple emails of order confirmations, aren't going to receive multiple shipments-what a nightmare!!
    All in all, I still want a kit-a testament to Becky Higgins!! I am loyal to ck, but I've had so much trouble.

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  10. I hope this helps anyone who is still wondering if they got a kit. I just got off the phone with a customer service rep (who was very nice and helpful). She only took me name and was able to tell me that I had a kit. She gave me a number associated with that order which matched thee order number from the email I received this morning 1/5 at 2:55am. My credit card has not been charged but she stated clearly that I did have an order that was in fulfillment which meant that it would ready to ship tomorrow and that I would receive another email once it ships with tracking info. I hope that this helps anyone who was in this situation.

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  11. I just got my shipping email with tracking number! YAY!

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  12. Now I'm wondering if anyone is answering the 800 number? I've been on hold for 50 minutes. I decided to try the 800 rather than the international so I wouldn't have hours of long distance. (from Canada the 800 seems to work) How long have you had to wait on hold?

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  13. I will never order from you unless it is a pre-order situation. I have never ordered in the past, but with all the comments I have read you have a real real problem with your ordering situation. Could it be outsourcing??? Hmmm.

    BTW, there is a site that is doing a digital 365 project. It is Sweet Shop Designs. Go to there blog and read about it.

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  14. pinkpedicure---It took me 4 hours and 2 phones to get through today!

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  16. Any answers for International purchases?????

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  17. An hour and 10 minutes later I have to hang up, because I need to pick up my son at school. WOW 4 hours, that's crazy. I'm really trying to remain easy going about this, but I've wasted a lot of time, energy and money just trying order this kit.

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  18. I received my preorder confirmation with double of the price, please check the amounts of the pre orders
    I sent a email this one you provided but no answer yet waitting

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  19. it didn't say when the kit was shipping but the fact that there is a tracking number has my mind at ease, because now I don't (HOPEFULLY) have to deal with CS. To me it means that a label has been printed, so my order ok.

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  20. Pink Pedicure and others. Right from the starting time I tried and tried to get through by phone. After 3 hours (calling from the Netherlands) I finally got connected with a message that I had to stay on hold and that someone would be with me in a moment. After more than 1 hour I had the connection I saw that they were sold out and decided to disconnect. So the phonebill is going to cost me big (I'm afraid VERY BIG) while I still wasn't able to place my order. Which already would be very expensive due to the shipping costs. I emailed and didn't get a response yet. I really hate it that internationals can't order via the site anymore. So very disappointed! And maybe if someone from CK reads this, please contact me on chalbesma@gmail.com I still really like to place my order and add some previous kits too!

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  21. Wow! I have NEVER seen a company be so elusive to answering any questions that really matter. CK, take a little more responsibility. You only answered the questions that you can blame on others or uncontrollable circumstances. How about anwering the questions that were a little harder. You just made a post that told me nothing new. Your "little" KOTM team needs to take on some accountability.
    Mistakes happen, we understand that. How you can tell the quality and integrity of a company isn't whether or not a mistake is made, but it's how things are handled when a mistake is made. We are all human, but what will you do to remedy this situation. You owe a lot of people an apology (has the word "sorry" even crossed your minds), you owe people money (those who spent several hours on long distance phone lines holding for......Monday?), and you owe us an explanation as to what you will do in the future to avoid this ever happening again. As your customers, could you at least give us that info. As you said, we are your valued customers. Of course we are, without us and our support you would seize to exist. However, at the moment I am wondering what your value is to me. Without your explanation you will have answered my question and my subscription of nearly 10 years and anything CK related will no longer mean anything to me, it will have lost its value. I'll keep my time and money to spend in places where I am treated fairly. I am giving you a chance to explain yourselves, please don't let me down again. What is your value to me?

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  22. just got an e-mail with a tracking number!!!

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  23. I can understand everyone's frustration. I also did not get a kit after spending hours getting kicked off the website with no opportunity to order. Yes, I am disappointed. Yes, I am going to keep trying hoping that additional kits will be available. Yes, I think poor planning snowballed and turned into this mess. But after being very upset on January 1st, I put it into perspective. It's a kit. Yes, we want it badly, but it is not life or death. (As my friend in high school used to tell herself at the end of a bad day- nobody died and nobody's pregnant :) The fact is when something is in high demand and we can't get it, we all seem to get a little nuts. After 13 years of working in public health, during the years that the media told everyone there would be a shortage of flu vaccine, we had a stampede. Little old people frantic and fighting in lines. Literally they would say "we are going to die." After the hype died down, we couldn't give the flu shots away. It is basic supply and demand. For now I am still taking my photos and hoping that I maybe can get a kit. Here's an idea. We R Memory keepers sells 12 x 12 sleeve protectors with 4"x6" pockets for photos. Very similar to the Project 365 page protectors. I am going to put my photos in these, journal on index cards and keep them in a binder. Then they will be ready to transfer to my 365 kit if I can get one. It may be April or May, but at least it will be ready. If not, I can jazz up my 4x6 pockets. Click this link to see Elizabeth Kartchner showing examples of this on TV. http://studio5.ksl.com/?sid=4632916&nid=61
    I have been using this fabulous idea for when I have tons of photos. It should work for Project 365 until we get the kit or if we don't.
    P.S.
    I do think it would have been better to sell this as a Today's Special Value on QVC.They could have handled the volume.

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  24. And the I'm sorry is...where????

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  25. I just checked my credit card and it has been charged by CK. The amount is way too high due to the wrong shipping charges. I have emailed CK twice over the weekend and no response. I feel happy that I seem to have a kit coming, but am reluctant to call and get the charges fixed. I'm afraid with all the problems, my kit might not actually ship, they might accidentally delete my order if they try to correct the problem. I am going to wait another day or so and hope for an email with a tracking number. As previous people have said, they feel more confident with this information in hand. Then, I guess I will dispute the shipping charges.

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  26. Cindy,

    Don't just dispute shipping charges. Demand free shipping for all the aggravation. I've been posting this everywhere I can so customers can at least get some monetary relief from CK's ineptitude.

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  27. Cindy, I am in the same boat as you are.

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  28. I think it is very interesting that Lisa Bearnson has been noticably silent during all of this.

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  29. This is what happened to me

    - Received an email with confirmation ID and no order details on Jan 1
    - Talked 2 CS reps on Jan 2 and was told that the system crashed on the 1st and it was still not up. So they couldn't tell me what was going on with my order
    - No further communication at all, despite all the inconsistency said on BH's Blog and those that shared their experiences on her blog
    - Sent CK an inquiry to ask about my order.
    - Called at 10:31 am EST (7:30 am MST) to the international number and was on hold for over 30 minutes. I hung up to go to work.
    - Called again this evening with the toll-free number when getting home at around 4:37 pm EST and was on hold for over 45 minutes. I hung up to feed the family dinner.
    - I did check with my credit card company twice (on Jan 2 and today). No charges

    No communication, no way of getting through to find out what my order was for, if I got anything, if and when it would be shipped, how much was/would be charged, etc. NOTHING!!!

    What does all this mean? I've never had to deal with any company in such a pathetic and frustrated manner.

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  30. Please offer this as another round but as preorders. I would purchase the product, even if it's not available until March or April. (After all, you really don't have to start this project on January 1. OR I might still take a photo a day and just back fill the album).

    Please look into the manufacturing issues and make preorders available ASAP. I'd like to get in line for the next batch of kits. Thanks!

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  31. I'm no longer worried about getting a kit - even if it was offered again, I know that I will not buy one and will probably not buy something from CK again. Poor customer service and a tremendous inability to respond to any problems they have created is what CK means to me. And because of that, they're no longer worth buying from. I'll take my money elsewhere... as a matter of fact, I already did.

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  32. I know so many people are still angry about this situation but all I am now is HOPEFUL that you all will make more of these kits available (for pre-order, of course). I want one SO BAD! Please, please, please call China and order tons more for us...please!

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  33. I'd still like to get a kit as soon as they're available (if they are available again) I was very frustrated on the 1st when 10 minutes after the kit went on sale it was already sold out but after seeing all the problems people who were able to get kits are having I'm almost glad I didn't get one. I don't care how long I need to wait, I was very excited about starting this project and despite not getting a kit started taking photos for it on Jan 1, I'll go back and do the journaling whenever I manage to get a kit. I hope CK has learned something from this disaster...

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  34. Thank you for your candor in answering our questions. I'm frustrated, like so many people, but can completely understand how this happened. I, fortunately, have not had any poor customer service experiences (except not being able to order before the kits were sold out, of course!). I do hope you are able to order more kits. I was certainly looking forward to being part of the community that completed this project.

    Thanks!

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  35. Dear KOTM Team,

    Some questions that haven't been answered:

    1) Were the international phone lines manned or unmanned on January 1, 2009 when the KOTM went on sale?

    2) How can people with multiple charges to their DEBIT cards get the matter resolved?

    3) Why are some of the first orders taht went through the system not being honored?

    4) Are you going to address the Ebay and kit scalping issue?

    5) Will CK be issuing an apology to its customers? In print?

    6) Why won't Lisa Bearnson ennable comments about the KOTM on her blog?

    7) Who, SPECIFICALLY should dissatisfied customers contact when they can't get their issues resolved?

    8)Will CK be clarifying the issue of all the different shipping amounts and overcharges?

    8) Will CK be offering some kind of credit or product to those customers who have been overcharged, etc.?

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  36. I am thinking hte same thing as George. Where has Lisa been hiding all this time? I didn't order a kit, I have never ordered anything from CK. I just look on the designers blogs for inspiration and now I am purely caught up in all the DRAMA! Anyway, I don't know why Becky is taking all the blame. I if were her I'd be pretty pissed at Lisa for not standing up and defending her.

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  37. Let's do the math here: how many issues of CK are printed each month? 300,000? Maybe more? So the reality is that only 4000 of those 300,000 retail and subscription customers were going to have access to the kit? (Let's not even talk about the non-readers of CK who would have been interested in the kit from hearing about it on blogs or from friends.) Yet they devoted an entire article to the kit in the Jan CK?! Everyone who read that issue would be hard-pressed NOT to know about the 365 kit. It makes no sense that they didn't order more and didn't anticipate how many people would be accessing the website at 9 am on the 1st!

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  38. I don't read CK. I read SS. I found out about the kit from BH's blog. I also thought it was weird that Lisa didn't even mention this KOTM on her blog--she always has advertised kits in the past.

    I have had some issues with CK orders before, and I hated talking to the CS reps because I felt like they didn't know what they were talking about, and many were difficult to understand (I think English was their 2nd language). If I were CK, I'd think about outsourcing to a different CS company. The current one stinks.

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  39. I have been frustrated by this process, but in all fairness I do have to say that after waiting for an hour today to talk to CS, the girl who I spoke with was very friendly. I only received the emails on the January 1st, and have now received an email today that my kit is shipped. I won't totally believe it until it's in my hot little hands. And I'm not sure if I'll ever order from CK again. I just wanted to say that their are some friendly CS people there (and her English was fine.) ( :

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  40. Dear KOTM team -
    You have left many unanswered questions for us....

    You say that if we received an email over the weekend and the information is correct, no further action is needed. What if we didn't receive an additional email? I rec'd an email on Thursday with an amount - although the shipping charges are outragous. I have not rec'd any further emails. I have emailed CK twice and haven't rec'd a response. Now I see that my credit card has been charged for the amount on my email confirmation.

    How long are we supposed to wait to hear back if we have a problem???? I refuse to spend even 15 minutes on the phone on hold. There should be no reason for this.

    Please update your blog! You really haven't answered some of the most basic issues here. At this point most of us don't really care how many kits were ordered or if you will be ordering more. We just want to know if we are getting one, when it will ship and have the correct amount charged to us!

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  41. I'm with Cindy. I don't have time or desire to sit on hold for as long as people have said they're doing it. I have 2 confirmation emails, 1 that says it'll be shipped UPS with full totals listed. I have NO charges on my credit card, and NO tracking information. I have to assume at this point that since tracking info has been sent out to people already, that I don't have a kit. If that's the case, then what happened to my order? No email response to my single email, unable to reach someone over the phone. The lack of communication and inability to see what's going on is extremely frustrating.

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  42. Some honest questions here that deserve to be answered. Here is something else - CK has yet to say "WE ARE SORRY!". Those words have yet to be said by your company.
    I understand your "reasons" why this happened but where is the actual apology?

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  43. CK, this is not your first rodeo. All these oopses are inexcusable.

    I don't understand why this kit wasn't available on a preorder basis. That way you would know how many to order without a lot of waste and people who wanted one would be satisfied. A win-win.

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  44. I have the same situation as mhedstrom. Two confirmations emails, both state it'll be shipped by UPS with correct totals. But currently no charges on my CC and no tracking #. And my order went thru on Jan 1st at 9:08am. Isn't CK shipping by times orders were received? I have tried to call and email. But I can't sit on hold for 4 hours. We need a way to verify our orders. I thought I had the kit, but now I'm not so sure.

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  45. Every time that I've ordered a kit from CK it's been different. Sometimes I get a order confirmation with tracking, another time I had a package at my door without any kind of confirmation. Also shipping times have been inconsistent as well. For those of you who may have no charge on your credit card, call your company and see if you have pending charges. Mine has been pending since yesterday.

    I think this company needs a major overhaul. I order a lot of stuff online, but have never seen this many customer service problems. Four hours on hold?? It's not like this is major surgery!

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  46. Okay, I just sat on hold with CK this morning for 35 minutes. When someone finally picked up, I was told their system was down and to call back in 45 minutes. If I call back then, how long with I be on hold? I just don't have time and would really like some answers.

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  47. I was on hold for 4 hours yesterday and never spoke to anyone. I finally had to leave to take my kids to school.

    Have been on hold for an hour this morning. I give up trying to find out if I am getting my order even though my card has already been charged and I have an email saying I am a pre-order (with a .1 at the end), with a dollar amount which is an incorrect total. What does all that mean?

    CK, you need to keep this site updated with answers to people's questions and fix their broken track-this-order link.

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  48. to add on....I just my CC account. On Jan 1st I was fully charged for one kit (I placed an order for 2) and on the 2nd I now have a pending charge for $70 for the two. So in essence they have billed me for three.

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  49. To eponinekc: My situation is similar to yours. I too placed my order pretty early after they went on sale, received totals that actually had amounts, kind of thought I would receive mine first. But yesterday I got through and they said I do have an order but they couldn't tell me if mine would ship this Friday, or with the second shipment which would be in 6 weeks. So I don't understand how some people are getting tracking numbers already. I have received nothing saying that mine shipped, and it is not charged on my credit card.

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  50. CK is a sinking ship. For one, their website is poorly run. I can NEVER find anything on there, even when bloggers post a direct link. In my opinion, this company is run poorly which is astonishing since it has been around for years and has such a large reputation.

    I didn't even want to buy this kit from them, not because I don't love the idea, but because CK does not deserve my hard-earned money. The customer service debacle and lack of information on the CK site, KOTM blog, and even from Lisa is inexcusable for the hundreds (if not thousands) of people who are in limbo. It's not about the number of kits projected, it's about the way the purchasing was handled. A company the size of CK should have their act together by now.

    As for me, I will never purchase a CK product again. I have been receiving their Digital Scrapbooking magazine (which has been discontinued, by the way, with NO EXPLANATION of how they are going to compensate me for the remainder of my subscription. In this economy, only businesses who are run well are going to survive. We, as consumers, do not need to hassle with companies who do not go above and beyond for us.

    For those of you who wanted a kit and were unable to purchase one on the first, I implore you NOT BUY ONE even if they become available. It's really surprising to me how many people will still buy from this company even after the huge mess they have made for so many people. They DO NOT DESERVE our money.

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  51. My update: I got a shipping email with a tracking number about 20 minutes ago. I still maintain that for those people with orders, having an online order status system would have relieved a lot of the issues. It's not like it hasn't been done before, so you wouldn't be reinventing the wheel. Also preorders are still the way to go, for all future kits. CK Media has burned a lot of bridges with these kits (which are really nice), and doesn't seem to be learning from past problems.

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  52. I would like the answers to the questions posed by poster Kim above.

    CK really dropped the ball, and owes all of us a major apology. Blaming it on others and computers is a total cop out. I want to read: "We totally screwed up." Yeah, they need to say that. But I want to know how they will rectify this. Free shipping? major discount on another kit? free subscriptions to the magazine? what? They can't just keep passing the buck, avoiding apology and not offer some sort of peace offering. I'm still on the fence about the whole CK issue. Do I cancel my sub and take my money elsewhere? Do I hold on to the hope that I MAY get a kit this time? or in the future? Do I just suck it up and make my own? Do I boycott this site and those related? It's so hard to say. I really, really want to know when CK will actually address the issues. And TBTH, Becky needs to go to bat for us. If she isn't to blame totally, then she needs to help clear her name.

    I will wait to see what happens next, then make my decision.

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  53. update:

    I just got an email with a tracking number however, it does show that I ordered two kits, but the dollar amount continues to be incorrect and the amount of one kit. I am in the Denver area and usually get the package the next day after it has shipped.

    My CC has been charged for 3 kits.

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  54. Wow. I've spend close to 3 hours on hold and spoke to no one. I tried to send an email to the address CK provided and it was returned undeliverable. Please tell me how I am supposed to get answers if I can't get through using any of the means you have provided.

    Talk about taking the fun out of an extremely fabulous idea.

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  55. This comment has been removed by the author.

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  56. Couldn't order yours, so I started my own. Yours would have been easier, but since it is unattainable, please check out mine at jeannesspace.blogspot-caroline1996.com

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  57. Now I am really getting nervous! I placed my order on Jan. 1 after more than 45 minutes of refreshing and going back to the beginning because they had me down for 2 kits (I only wanted 1) I received one of those $0 emails and then over the weekend I got an email with the correct total plus tax. Then on Monday morning I received another email with correct total, reasonable shipping and no tax and it stated that it would ship UPS. My credit card has been charged for the correct amount but I don't have a tracking number yet! They charged me for it, told me it would come, is it coming yet? It better not be in the shipment for six weeks from now!

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  58. Your third party customer service provider is pathetic. They are completely disinterested.
    They are NOT representing you well. You are not representing YOU well.
    Why don't you stop outsourcing and take responsibility for your business...The third party thing isn't working out for you.

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  59. Its Tuesdday in the whole world, and everyone is still waiting to hear if you had anyone manning the international phone line. That is not a difficult question to answer. Its yes or not. hmm Are you talking to your lawyers before you answer this one?

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  60. Thanks KOTM team for keeping us updated. I truly hope that more can be ordered! I missed the opportunity to get one due to traveling that day (not thinking they would sell out) and would still love to purchase this (so please order lots)! :0) Thanks for making these kits possible, it's nice for those of us that don't have the time to get all this stuff together ourselves!

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  61. Well, I just got off a phone call with customer service and was told that despite having two emails confirming my order (plus an order number), I have no order. This, coming on the heels of a defective card kit last month, makes me think that I may not want to order kits in the future. Sorry, CK, you guys just don't know how to treat your customers right.

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  62. I honestly feel like crying. I've been on such an emotional roller coaster over the past few days. And I feel like this could have all been handled so much better! Sure, I'd be disappointed, but it would be just one disappointment, not several rounds of it!

    I thought I'd confirmed an order on New Year's Day! I'd received an email with a $0 total. But, hey, I'd ordered the baby kit and that's the way they did it then ... so that's ok.
    Then I read Becky's blog and find out this whole mess is going on. Sure, I was happy that it wasn't happening to me, but a little doubt crept in. Then I was worried. I'm not getting one. Then I was hopeful ... then I was sad ... then I got a confirmation email on Monday morning and my CC was charged! Yay! I AM getting one!!! Then reading comments and the whole pre-order mess ... did I actually get one? My email didn't come over the weekend. I didn't get a shipping email. So I called this morning and spent forever on hold ... to find out that I'm on back order! Devastation all over again! Heart sinking despair!
    And my CC has been charged!!! Sure the CS rep says that their IT department is working on refunding it ... but it put my hopes up!
    I can understand some technical malfunctions and underestimated traffic predictions. But everything else ... I wish I'd known right away that I'd failed. I almost wish I'd been turned away right from the beginning and never gotten my 'backorder' in! Then, I wouldn't be hoping and praying that it came through!

    Grrr...

    Please order more. Please do it soon! Please mail me mine as soon as possible!!!

    ~Jessica

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  63. Well, now I can say I'm truly glad I didn't try to order this kit on the first! I didn't for a couple of reasons, I anticipated that there wouldn't be enough, and I didn't have the $ so soon after Christmas. So I thought I'd wait and see how long it would take to get the second printing done. Now, however, I am not going to buy it, for 3 reasons. I have decided to try something similar to this project on my own and design my own album, or two. That way I don't have to worry about whether or not I can get one of yours. The other reason.. your handling of this situation. I know how things are produced and that it takes time to get the second run ordered and to the printer etc. So why then does the site say that we can't order it now because it's out of stock, and still offer a 10% off offer!!!! How does CK manage to get enough of any of the kits at all! Why not just pre-order
    the kits. Then you'd know how many you'd need from the start.
    The 3rd reason... At a time when so many in our country are out of work, losing their homes and losing our childrens College funds to the crazy stock market, Creating Keepsakes is still outsourcing their work! I find that unbelievable! As well as un American! Are the magazines printed in another country too? If that is the case I will not be renewing my subscription. I love the mag, but I love my country more.
    I'm sorry for Becky that the powers that be didn't plan this better. But what Becky does about this fiasco, is up to her. I hope that she manages to come through it unscathed.

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  64. I'm on who had the $0 charge and eventually did get a follow-up email from CK, saying that they have my order, they'll charge my card when they ship it, etc. But it says nothing about WHEN they'll ship it. For all the email says, it could be 6 months from now (which would be useless for me). And with lots of people getting tracking numbers, I'm a bit unsettled about the fate of mine!

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  65. It's Wednesday, I guess you are still trying to find your time clock to see who was in the building manning the international phones.

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  66. I am like skygirl... I ordered, no other confirmations since the first. Called on Monday, order seemed fine. Now I have no shipping confirmation.
    Come ON!!
    Now I am on hold for the 4th time in a week. I have better things to do.

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  67. I would also like to preorder a kit! Due to family illness, I missed the deadline. Please manufacture more! I would purchase even in a few months.

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  68. I just opened up my box and my album is broken. Who would I contact about this or am I just out of luck??

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