We have some big changes coming to the RT Store that we wanted to fill you in on. Before we dive in, we wanted to take this opportunity to address some of the challenges we faced and explain why these changes are coming.
Last holiday season, we experienced some issues with our warehouse and fulfillment center that impacted shipping times, led to the oversale of certain items, and resulted in a poor experience for many of you. On top of that, our Customer Care team was unprepared for the spike in inquiries as a result of the warehouse issues, which led to unacceptable response times. We are incredibly sorry for our poor communication and for not meeting your expectations this past holiday season. We’ve spent the last few months working on solutions to improve the RT Store shopping experience, and now we’d like to announce how we’re fixing it.
Here’s the big news: effective April 19, we will be shipping from a new fulfillment center! We’ve outgrown our current warehouse and are excited to partner with a larger and more technically adept one. This was not a decision we came to lightly. We’ve been shipping with the same warehouse fulfillment team for over a decade, but as our business has grown we realize that we need to make some big changes to provide all our store customers with the best possible service. It’s a big step for us, but we know it’s the right thing to do.
The new warehouse is equipped to provide more shipping options and faster shipping prep times, which for many of you should mean merch hitting your doorstep sooner! They are capable of handling high-volume shipping times, which means you can order during sale times, holiday season, and Extra Life with confidence that you’ll get your orders on time.
We expect for there to be a very short downtime during the transition, roughly from 11:00 pm CDT April 18 to 3:00 am CDT April 19. You will be able to shop with us right up until then and just after. After April 18, you may notice some items will show as sold out for a period of time before all of our inventory is in our new warehouse. However, the majority of our popular inventory will be available for sale on the April 19. We want to stress that downtime will be minimal. And trust me, you’ll want to shop with us on the April 20 **cough cough** Limited Edition Geoff **cough cough** Limited Edition 15th Anniversary merch from Rooster Teeth, RWBY, Achievement Hunter, and RvB **cough cough**.
In addition to our new warehouse partnership, we’re addressing the communication concerns by growing our Customer Care team. @Chelsea has taken on a new role as Community Support Manager (congrats Chelsea!), working closely with the team to improve response time and ensure that we are providing helpful and accurate responses. We hope that you won’t need to contact us for issues with your order, but in the event you do, we are striving to respond quickly and resolve the issue with excellence.
We know everyone living outside the US is thinking, “Cool beans but what about me?” We want to be transparent about the fact that we know the international shopping experience needs a lot of work. We have not done the best job keeping up with the UK and AUS store. We’ve faced challenges trying to produce items outside the US with the same quality and the same cost. As a result, we haven’t been able to get the same product in those stores. To address this, we’re working to improve the international shopping experience in the US store by adding more shipping options and the ability to track your shipments. We are also working to improve the product selection over the next few months in the international stores to better reflect the product mix we offer in the US.
Since we are rolling out several initiatives to improve your shopping experience, we will be reaching out to you to ask you how we’re doing. People who shop with us over the next few months will receive email surveys asking how your experience was with shipping, customer service, etc. Your opinion matters and we really want to hear from you. We want for you to love shopping with us as much as you love watching our content.
Here’s the TLDR breakdown:
New warehouse coming April 19 with better shipping options and faster shipping times
Customer Care is working to improve response times and the quality of support we provide
Don’t miss the April 20 Limited Edition launch – it will be epic AF
Thanks for your support and patience with us as we work through these growing pains. We’re excited about how amazing this new store experience is going to be and can’t wait to get your feedback to make it as good as it can possibly be.
<3 RT Store Team