We are very sorry about the length of time it has taken to get your Freedom Clip to you.
We are a family business trying to do the right thing. We designed the Freedom Clip to allow you to use any K-cup® compatible pod in your Keurig® 2.0 machine – not just ours, but any one you like.
When we came up with this concept, and had a meeting to try to decide what a fair and reasonable price would be. One of my sons said, “How about nothing?”
So we decided to give these away for free, because we thought that was the right thing to do. And we thought it would be fun to poke the 800 pound Gorilla with a stick, so to speak. We also decided to give away samples of our OneCup coffee pods, because we like them so much and were hoping you would, too.
We had no idea that the response would be so enormous. We were completely unprepared for it.
We expected maybe 10,000 requests. To be safe, I ordered 30,000 Freedom Clips.
So we put the offer out there, and everything was going fine -- just as expected -- until one weekend in late January.
That weekend, our free offer was picked up and announced by Fox News, People, CNN Money, CNET, Huffington Post, the Guardian, and ConsumerAffairs, to name a few of the bigger ones.
To say the least, this was completely unexpected.
That weekend, our website and email servers crashed.
When I got to the office Monday morning, it was complete chaos. Our IT Department was running around, moving everything over to much larger servers. Almost everyone was on the phone. It was ringing so constantly that I thought it was malfunctioning. Those people who weren’t on the phone were dragging people from accounting, ecommerce, and sales into Customer Service to help. In fact, I had to hire another Customer Service person.
So there was a delay in entering and processing these orders. Plus, we had to order a bunch more Freedom clips from our manufacturer. And more envelopes. And postage. Etc, etc, etc.
We hired a company called Pride Industries to fulfill these Freedom Clip orders for us. Pride is a great company that employs people with disabilities. Unfortunately, however, they, too, were unprepared for the huge volume of requests that we received, so there were some serious delays in fulfillment.
To date we have taken many, many times more requests that we even dreamed possible.
In my 82 years on this planet, (65 of them in business), I have never seen anything like this.
Again, I am sorry for the delay, but we are doing the very best we can. Please know that we will honor each and every request.
I hope you understand and I thank you for your patience.
Founder and CEO
Rogers Family Company