Rocks & Co. COO
Registered Shopper
- Joined
- Nov 18, 2008
- Messages
- 23
Hi All,
I am the newly appointed COO (Chief Operating Officer) at Rocks and Co.
I have been working in shopping TV for over 6 years and specifically jewellery shopping TV since 2004 working in multiple areas of the business for another Channel (you may guess who!!!)
First of all I would like to apologise to anyone that has had any problems to date.
Since we launched the reverse auction format we have been overwhelmed albeit this is no excuse for the problems that have occurred.
I am the first to admit that so far Rocks and Co have not lived up to their own or your expectations on the operational side of the business. I am now striving to correct this and hopefully in future we will exceed your expectations. I can tell you that we have had problems with late deliveries, a system unable to deal with price changes required for a falling auction, this has also impacted shipping and invoicing and it has also been a struggle to get through to customer services!. Not the start Rocks and Co hoped for as a company who wishes to pride themselves on the way they service their clients.
There are still a few outstanding issues as we are trying to force a system to handle something it was never intended to do and this is still impacting some older orders but I am personally going through each and everyone to make sure that the problems are being dealt with and rectified as soon as possible.
BTW, if you currently have an order that you have been waiting over 6 working days for, then please drop a PM to the Rocks and Co helper and we will look into it straight away.
I don’t think anyone could have anticipated the level of problems that we have had it has been like a minefield that as we put something right it has created 3 other problems elsewhere. We’re very sorry to all our customers impacted by this.
However, I am pleased to report that the new orders are now being processed correctly and so far we have had no issues, though significant, we consider this a small victory.
We realise now that the current set up and systems are not a long term viable solution for our business so we have already put plans in to action for the New Year.
1) We will be moving all our studio and operations under one roof. This means all departments work together making it easier to deal with any problems that may arise and we can be more proactive.
2) We are currently having a totally new customized software system being built, which will enable us to do everything more efficiently from taking orders to shipping the product plus more behinds the scenes that will make your experience a lot easier – plus some nice to have’s that other channels are currently not doing (more about that closer to the time)
I know it has been a long post but I wanted to explain everything to you,
I will be regularly monitoring the activity of Shopping Telly and if you have any problems please contact the Rocks and Co Helper, and she will do everything she can to assist you.
On another positive point, I would like to thank you all for your kind words on the quality of our jewellery and gemstones. This of course is the cornerstone of our business of which we are extremely proud. We work hard to offer the best gemstones set in high quality jewellery that you would expect to see only in luxury retailers but at very affordable prices. We hope when you receive your jewellery you are blown away by it as we delight in raising the bar for gem set jewellery, frankly, offering you the best there is!.
So keep shopping and we all look forward to even bigger and better things in the New Year!!!!
Have a great day and happy shopping,
Your Friendly COO
I am the newly appointed COO (Chief Operating Officer) at Rocks and Co.
I have been working in shopping TV for over 6 years and specifically jewellery shopping TV since 2004 working in multiple areas of the business for another Channel (you may guess who!!!)
First of all I would like to apologise to anyone that has had any problems to date.
Since we launched the reverse auction format we have been overwhelmed albeit this is no excuse for the problems that have occurred.
I am the first to admit that so far Rocks and Co have not lived up to their own or your expectations on the operational side of the business. I am now striving to correct this and hopefully in future we will exceed your expectations. I can tell you that we have had problems with late deliveries, a system unable to deal with price changes required for a falling auction, this has also impacted shipping and invoicing and it has also been a struggle to get through to customer services!. Not the start Rocks and Co hoped for as a company who wishes to pride themselves on the way they service their clients.
There are still a few outstanding issues as we are trying to force a system to handle something it was never intended to do and this is still impacting some older orders but I am personally going through each and everyone to make sure that the problems are being dealt with and rectified as soon as possible.
BTW, if you currently have an order that you have been waiting over 6 working days for, then please drop a PM to the Rocks and Co helper and we will look into it straight away.
I don’t think anyone could have anticipated the level of problems that we have had it has been like a minefield that as we put something right it has created 3 other problems elsewhere. We’re very sorry to all our customers impacted by this.
However, I am pleased to report that the new orders are now being processed correctly and so far we have had no issues, though significant, we consider this a small victory.
We realise now that the current set up and systems are not a long term viable solution for our business so we have already put plans in to action for the New Year.
1) We will be moving all our studio and operations under one roof. This means all departments work together making it easier to deal with any problems that may arise and we can be more proactive.
2) We are currently having a totally new customized software system being built, which will enable us to do everything more efficiently from taking orders to shipping the product plus more behinds the scenes that will make your experience a lot easier – plus some nice to have’s that other channels are currently not doing (more about that closer to the time)
I know it has been a long post but I wanted to explain everything to you,
I will be regularly monitoring the activity of Shopping Telly and if you have any problems please contact the Rocks and Co Helper, and she will do everything she can to assist you.
On another positive point, I would like to thank you all for your kind words on the quality of our jewellery and gemstones. This of course is the cornerstone of our business of which we are extremely proud. We work hard to offer the best gemstones set in high quality jewellery that you would expect to see only in luxury retailers but at very affordable prices. We hope when you receive your jewellery you are blown away by it as we delight in raising the bar for gem set jewellery, frankly, offering you the best there is!.
So keep shopping and we all look forward to even bigger and better things in the New Year!!!!
Have a great day and happy shopping,
Your Friendly COO
