Back near the end of June, I put in an order for 4 t's. I knew that they were pre-orders, so I figured that they'd take a bit of time to ship, but I didn't realize that they would eventually take about a month and a half to arrive at my door.
As I watched the dates for the t-shirt shipments (visible on the page for ordering each t-shirt—"Pre-order; will ship by X date") roll back, I got a bit frustrated that no attempt was made, on the part of the Everlane team, to communicate the reason behind the continued delay on the t-shirt orders.
Eventually I sent an email to the support team (as well as a PM to Nan) just to see when the shirts might ship. The responses were really quick (I got them maybe a day after I sent them), but they were also a bit vague at first. I don't think the Everlane team anticipated these delays, nor I did it seem that they knew how to respond to customer inquiries regarding the delays.
Kyle was really helpful in that he responded quickly to my concerns, but it wasn't until Jonathan replied that I found out exactly how everything was being handled. Some manufacturing error led to delays,so pre-orders were, as a consequence, rolled back.
Now, this all would have been a strictly frustrating experience if it weren't for the fact that Everlane was quick in their response to my concerns, that they offered a $15 credit as a sort of "compensation" for the extended delays, and that the product they delivered really was what I wanted.
I'd hope that if something happens again in the future—something along the lines of manufacturing mishaps, or what-have-you—that the Everlane team is a bit more proactive in their approach (i.e. alerting customers to expect delays, giving some brief explanation, making up for the delay) before the customer wait a month to get an idea of what is going on; but nonetheless what could have been a really negative experience was resolved into a fairly positive one. I'll definitely use that $15 credit, as well as make future purchases from Everlane.