Saturday, June 18, 2011

A Letter to You

Dear Bokeh Faces,

I truly wish I didn't have to write this post, but I definitely need to apologize to everyone for the issues that BFC has been having.  When we started growing, it was super fun and exciting!  ... and then it got to be a bit more than I could handle by myself.  Unfortunately, the turn-around time started to get longer and longer, and I even managed to send a few orders to the wrong people entirely.  The things I wanted to offer to set myself apart from other companies became things I couldn't deliver.  Scrambling around to fix the things I messed up certainly added to an already overwhelming pile of to-dos, and not only has my business suffered but my customers have as well!

A lot of you have been more than kind, understanding, and gracious, knowing that Bokeh Face is just one gal who bit off a bit more than she could chew. I truly appreciate that, and I really appreciate all of the feedback I've received, be it positive or negative.  The absolute last thing I want is to be that company that no one can trust and that everyone knows implicitly to steer clear from.  So here's the deal: BFC is going to close for a little bit (hopefully no longer than a week or so) to get everything in order again.  All current orders will be processed as normal.  I have two people joining my team to help with packing/shipping and other miscellaneous things.  I know that every new business makes mistakes, so I want to make sure that I handle this the right way.

I'm hoping that addressing this honestly will convince some of you to give us another chance - and if not, I promise my feelings won't be hurt.  There's nothing that I hate more than poor customer service, and I really don't want to be *that* company - especially in an already-saturated-with-poor-business-practices indie makeup market. 

Please don't hesitate to email me with any questions, concerns, complaints, or whatever. I really appreciate the understanding that some of you have given me, and I also understand the complete frustration and anger that some of you feel. I'm hoping that I can bounce back an even more fantastic company!



  1. High five woman! Totally respect you for your honesty and admitting your mistakes instead of making random excuses.

  2. You know what? Shit happens. Unfortunately we all get overwhelmed. Most indie companies have some sort of bump in the road along the way, it's okay. I'm just glad you're addressing it and trying to fix it. =D It's a learning experience, and it looks like you learned from it and are taking the opportunity to grow and change. <3

  3. I am one of the people who have never bought from you, so an unpleasant review would have put me off had it not been for your quick and honest response. Waiting for you to get back on your feet. :)

  4. @Melly and Manda - Thanks for being so supportive! It's not easy to admit to myself that things are out of control (is it ever?) and I just don't want to screw up a good thing, ya know? I appreciate all the feedback and opinions I've gotten from you all over the past few months on how to make BFC better :)

  5. Honestly I don't mind a company making mistakes as long as they do right and fix them. That's what matters. =] Had you tried to lie and cover stuff up I wouldn't be able to support you. Thankfully that's not your nature.

  6. @Manda ditto
    {Natalie} Hoping things get easier!

  7. With Manda all the way!! Nothing like honesty to get peoples understanding.. All the best for BFC.