We Messed Up (January 19th Launch Issue & Solution)
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- Опубліковано 27 вер 2024
- We are extremely sorry for the disappointment/frustration this issue has caused you. We wanted to explain exactly what happened, how we plan on preventing this issue from happening again, and what we are going to do for you. Please forward any further questions to support@alphaleteathletics.com
If your order was affected (an item from your order or your entire order was canceled), the following will happen:
1. You will receive an automatic refund on the items
2. You will receive a 15% off discount code
3. You will receive an email before January 25th explaining how you'll receive early access to our March release.
Again, we are very sorry. Email us if there is anything else we can do!
Have y’all thought about doing a preorder system? So you would just be ordering the amount of inventory for people who preordered the item and order any extra inventory for the gym store.
I'm pretty sure it is like a 3-6 month waiting period from when they order to when they actually get product. Maybe even more.
No .. They want the items to be "hyped" ... If everyone has the limited items nobody would want them. Gotta be faster :))
Christian and team. Thank you so much for being so transparent with us. Most companies don't care if their customers were affected by a glitch, but you my man have been very open with us. Thank you!
Why not continue restocking items ? Why sell out of all your product within 3 mins and then have an empty website for 2 months ? Seems like a lot of revenue your missing out on.
I know right?! I can't stand this about them
Yeah honestly I dont even bother buying. I have a few shirts and a hoodie from way back, but I never bought again and this is mainly because the stuff I want is usually sold out
Its on purpose. "Limited Release"
they do it intentionally to generate artificial demand.
EXACTLY. I don’t see the point of that
Handled well, I was real pissed when I got the refund text , I really wanted those quad joggers but 15% off and an early link for next launch will do, thanks Alphalete 🤙🏼
Dan Enloe you wanna hook me up with some early stuff? 😅
We actually re-ordered the quad joggers as well! Coming back. Also, March launch will have all camo men's colors (except red)!
Alphalete Athletics Sweet, I’m excited, keep killin it 👌🏼
@@AlphaleteTV will you have womens camo restocked too ?!?
Alphalete Athletics camo joggers?!😱
I referred 2 people for this launch hopefully they were not affected . But it happens no worries. Thank For keeping us updated !!
Mistakes happen guys, thank you for making this video for us, your supporters. You went out of your way to give us early access to the next launch, a discount, and upgraded shipping. I can’t speak for everyone, but it’s truly appreciated. It shows how much you care for your customers, and your tone says it all. As long as you care to right a wrong, then you have a customer for life out of me.
Why don’t you guys just...... get more inventory to begin with?
Four Pieces RIGHT??? Wasnt that the whole point of a larger warehouse?
We are. Growth is very fast. Also, being able to assume which products will do the best 6-12 months ahead of time can be very difficult. We'll get better!
People that complain about launch issues are so petty lol..... it’s a hoodie.....
Name me another gym apparel company that has launches this regularly, usually upgrades shipping, addresses issues on UA-cam, consistently gets better, and takes their mistakes seriously....
Issues suck, but this brand is 🔥 right now.
Ryan B says the guy who probably got their shit
Ryan B missed out on quad joggers cause of this but you’re on point. Alphalete is killing it
Honestly there shipping has gotten worse and worse, launch after launch. The launch is December was also a mess.
Yuvani Bahena technically you missed out on the joggers regardless because they were already sold out, you just couldn’t see it.
Gilles Verbruggen Im not really upset tho in the end. I ordered late af lol
Mad respect to you guys. It's gotta be really hard to have to address these type of issues, but the fact that you are making it known, shows the legitimacy of your company and that you really care. SUPER excited for the next launch!
Apparently y’all are really poppin! Had no idea you would be make moves like this when I found your channel. I am very happy for you and glad things are going good! Wish you the best in your business adventure, I’d love to help you with advertising and marketing, but clearly you have your ish together already! Love your channels and everything you do!
I was one of the people who got my whole order cancelled but I just wanna say, y’all are handling this like pros! Making sure the customer still feels cared for. You have not lost a customer here!
I’m glad you guys addressed it and are trying your best to help those out that encountered this issue
I guess I'm good, my shipment says it's in transit and will arrive tomorrow! But thanks for the update!
Morgan Miller me too
Same!
For those who had their orders cancelled and refunded, will it say on the email about the early access to the next launch? When I got my email it mentioned the 15% off discount code, but nothing about the launch access. Please restock some of the popular items from this launch to the next one if possible (trinity blue meridian bras/leggings in particular)!!!
Make more than what you think you need in each item and each size, so there's more apparel for people who want that specific item in a specific size. That way nobody is losing out
Glad to see a company stand up for its customers and be so transparent. I wish my situation with “Ghost” was handled with this level of professionalism. Cheers!
I like the idea of being able to pre-order items we would like to have, even if there is a bit of a wait. Could you give the option to those customers affected to be able to wait until the item is restocked and have it sent then? Instead of refunding the order? It seems like many people's orders get cancelled and refunded when an item is out of stock but then a few days later the item shows back in stock and this customer misses it.
So if we didn't get a email meaning that I dont get my items? I spend 500$ and I didn't received any confirmation yet
I didn't spend as much, but I'm in the same boat.
Same i spend just under 500$ in two orders and didnt get confirmation for ether. Also, transaction is still pending on my account 😩
Same here placed $900 order yes $900 !! Haven’t received any emails . No confirmation of orders being secured but credit card has posted not just pending.... 😔
It’s a race each and every time... businesses make mistakes and grow but this could have Been prevented. why not just overstock for once since the demand keeps increasing?? Time and time again... even with software issues and or crashes, this would not be an unforeseen problem if inventory levels were sufficient. . Hire someone who knows how to do a better job forecasting. It’s all in business forecasting and outlook especially since you’re most likely not going to restock some of these items especially the women’s leggings. Just a bit of advice ... good luck . Alphalete will keep growing at an enormous rate and succeed at greater heights but you must be better prepared as a growing company than constantly frustrating your consumers & loyal fans.
Kristine W. Don’t really agree with your comment. Alphalete’s strategy is to have these big launches and sell out fast so that there isn’t too much inventory just sitting there.
Omfg same!!! I spend 1500$ and didn’t get a call back...
Lol ya'll "mess up" nearly every launch
Nobody’s perfect. Some people are just Winey babies.
This is why Gymshark stays winning lmao
Ricky G. Fuck no. They have a shit load of complaints and their quality is Garbage. Plus all their models are white and blonde...
Sounds like alphalete models
@@referralhelper you're joking right lmao the men's fit videos are usually an Asian dude, a black dude, Guzman, and chewning. The women's fit guide is like half bigger non white girls. Most of their models are not blonde.
respect for being so transparent. Have also run into Shopify API rate limit issues, theres not a ton to do to fix it besides what you are suggesting by doing it all directly in Shopify.
I’m still trying to figure out who does you logistics. XXL clothing always sells out quick. You should know by now to order more
Sucks on both sides. I got screwed over on the November launch. And didn’t know till my package arrived and not all my items were in it.
Wished that happened to me so I can have a 15% off and early access next launch lol 🐺
Wolf no you don’t because you got what you paid for. This is the second time I got my item sold out within 2 mins
Nybball17 17 I didn’t buy anything this launch 🥺 but if my item was sold out when I bought it then I don’t mind getting the 15% and early access ,
Wolf I’m not mad about early access
Nybball17 17 nice , really wish I had it tho 🥺
Don’t forget it effected us Canadians! I only learned today that I was getting refunded 😒 super unhappy. Will the items be available in the March launch??
Sounds like what happend on Black Friday. Beyond fustrating which is why I haven't purchased anything in a while. Launches shouldn't be a thing anymore. If you want to have an initial launch sure but there should be inventory in store for longer than one day
Appreciate the honesty. Apple doesn’t even admit to their mistakes.
You’re a world class brand & your honest. Thank you for the quality backing the brand.
Not any worse than putting stuff in your cart and it being sold out by the time you checkout 2 mins later. Always thought putting items in the cart would essentially take it out of inventory.
I love Alphalete but after the Black Friday sale I was super disappointed with the material & not receiving some of my items after being charged for it. Sticking to Gymshark & EverFoward from now on.
JonathanPosts good we don’t want you to be an alphalete. Gymshark is so old now they come out with garbage lol.
jesse brown lol
Get Vanquish Fitness boyo, you'll be the cool kid on the block with that gear. Alpha and Gymshark are old and overused
Roidnelius Mastertren I’ll check it out
The tracker says it should be in tomorrow! hopefully it arrives. Thanks for the explanation team Alphalete, much appreciated.
I was one of the people affected by this were my whole order got canceled sadly but I did get the email and for you guys to go out of yalls way and make a video about it and explaining everything is something that Im sure we all appreciate a lot so thank you guys for that 👏🏼 ready for the next launch 💪🏼
So sorry, Francisco!
Alphalete Athletics it happens, thank you again for the explanation and everything else I really do appreciate it a lot!
I got a tracking number after my order was said to be confirmed however, when I click on tracking number it says “shipment cancelled” I have not received anything from alphalete, should I assume i am shit out of luck? 😭
Yeah but still an order that was placed one minute after launch and another four minutes after...you want to tell me stuff sold out “that quick”? That’s just wrong
Oh it does sale out quick. Gotta be quicker.
Kind of got to expect that when there are 100,000 on the site when it goes live. Thats a crazy amount
I think you are underestimating how big Alphalete actually is. There are plenty of brands that can sell out products that quick or even quicker. It’s a fast digital world..5 minutes is literally nothing
I appreciate alphalete taking responsibility and being so forward and transparent about the whole thing. This was something they simply didn’t know about beforehand. But what I find infuriating is the limited amount of inventory they have on hand to begin with. I get not wanting to hold a lot of inventory but when you’re selling out of items within 4 minutes, it’s clear you’re not in touch with the demand. Accept that the business is growing exponentially and order more. If you have some left over, sell it at a slight discount and while you may not make as much profit as originally planned, selling at just a little bit of a discount would bring people in and you’d sell the product at a price that covers product cost as well as operating costs. I don’t understand why they downplay their own success.
I was upset that I didn’t get those joggers but I really appreciate what y’all are doing for those that were affected! Super stoked for the March launch
For Canadian residents, we lose the foreign exchange rate so we’re getting less back. I understand that issues happen, but I still can’t help but be frustrated when I made an alarm to wake up early and checked out within one minute and still had it taken away, and lose money due to the exchange rates.
the quad joggers sold out so quick smh.. yall need to keep more in stock!!
Alphalete I love you ❤️❤️ I wasn’t able to order that day but what you guys are doing is so cool. Thanks for explaining, and caring. I wish more success and growth for you! #forevermyfavoritebrand
Yep it took three days to tell me it sold out after I bought it. Not to mention I literally bought it within a minute of the launch
given how fast stuff sells out.....people are going to start abusing that soon. The amount of comments on instagram with people willing to pay x amount over the RRP for the items they wanted...
This already happens with so many resell apps like poshmark and mercari. People end up paying $100US for a pair of revival leggings that might not even be NWT's.
yeah doesn't rally surprise me with the way the stock lasts all of about 5 mins tops on the popular items
sames going to end up happening with the camo jogger launch
We know how hard you guys are working so don't stress!! Mess ups are part of the companies growth!! Once you guys figure out the little things, each launch will just get better and better! Keep doing what you're doing!! Love the Alphalete brand and what you guys stand for!
Although It really sucks that I couldn’t get my yellow hoodie. Really appreciate the response and the hard work! Thanks Alphalete. Looking forward to that early access launch in March!!
Having less of something makes it more valuable that’s the strategy of getting people wanting to buy inventory.
although this is unfortunate, this is the ONLY athletic wear company i've seen that has made a mistake during a launch and ACTUALLY FIXED IT. they genuinely gave those affected an apology and gave them an advantage for the next launch, instead of just saying 'oops' and moving on. BIG props. never seen something like this handled so sincerely and professionally. i've always loved alphalete and this makes me love them more.
If we haven't received a notification that it's been refunded, does that mean the order has been fulfilled?
You should have a tracking Email. Saying that its all good. If you can see your tracking, you are good
I’m in the same situation. Their site says my order hasn’t been fulfilled but I also haven’t been refunded. Luckily, I’m patient. I’ll love what I get when I get it. As a business owner, I get the headache they have. People flipping shit on them for things they thought they had covered isn’t fair or helpful. It takes some trial and error to work the bugs out. It’s huge of them to make a dedicated video not only apologizing but also being thorough in explaining what did take place and how they plan to fix it for future events. Cut them some slack guys
Camo joggers live on!! Shit happens everyone! I bought a pair of black joggers a few months ago and there was a defect on one of the pockets... They let me keep the item and gave me a discount code. They are at least loyal to their fanbase and take responsibility!
I’ve been checking the status of my order and still haven’t had tracking updated. It just says “your order is confirmed”. Does this mean my order got cancelled or simply tracking still hasn’t updated?
I was wondering that too. They gave me a reply to my comment saying that we should know if our items are shipping or returned by Thursday.
Attollo thanks Man!
This is why u guys are my favorite and go to brand can’t wait until March🤤
Why don’t you just from Shopify to Magento?
Great leadership tactics taking accountability and stuff. 😁 We can't even be mad.
Oof that sucks. I guess it will be a learning lesson for next launch! Thanks for the explanation
8 hours since the live release and Premium Quad Joggers are already sold out :((( Please restock XS PLEASEEEE
Thank you for explaining and giving us a fair opportunity next launch! 🐺
Have you considered always holding safety stock? I work for a major retailer and that is best practice for any high traffic launch item to prevent overselling. I was also affected 🙁 but at least I’m getting what I wanted the most.
Brother I know you see these comments, do something about the UK prices man £45 for a hoodie/joggers!? Cmon mannn that’s crazy, make some budget range or stuff with not as crazy material but those prices are not the one, and gotta pay shipping onto of that
All Videos the uk prices are crazy plus the £5 delivery, gymshark is cheaper and much better quality
The Disney Five exactly, especially when the stuff is gonna be worn a lot and worn out
Gymshark is most certainly NOT better quality.
100% gymshark is better quality , I’ve got both, I bought alphalete to support Guzman but the prices in the uk has gone up loads and gymshark is cheaper and better quality also the shipping offers are much better
I recommend a few people and they were affected! That makes it look bad on your guys! We should all get a 10 percent off code who ever order this launch
I was excited for my black quad joggers. Question Only those affected by it get early access correct ? Thanks for making it up Alphalete
Randal Pich would’ve never let this happen!! 😂 #LiveFitForLife
Roman Godfrey LiveFit has been around for longer. They’ve had more time to work out kinks within their own business model.
I got my confirmation email 2 minutes after launch started. So in less than 2 minutes it sold out :/
Long story short- they got a new software for shipping - it got messed up. If you got an email you will get 15% off and a early release link for the next launch!
I appreciate this video and appreciate the apology. This is a lot more than what Gymshark can say for their complete failure of a Black Friday sale. That being said, I feel it's time for Alphalete to move away from Shopify and third party software and build a website in-house with hired, qualified software developers. This way you can control everything yourself on the website and load balance so that this can be entirely avoided.
Bro y’all complain about everything. He told you what happened and gave y’all a discount, and y’all are still mad. Get over it. It is what it is.
Further on the missed revenue notion raised by many other comments, the drops and restocking policies aren't kind on us Australian customers. Latest drop was around 2.00 AM and unless you stay/get up for it, next morning rolls around and most items are out of stock or in sizes that suit the minority. Customer service stated past inventories are usually not restocked (even if they do, they'll be released at drop times one would think), so yeah just seems we are resigned to missing out period. I realise I'm not in the target market, but not really a market at all if we can't purchase anything. Would be tops though if there were opportunities to splash out on gear in the future.
So…if we haven't gotten any kind of notification is that good or bad news?
Why not use a queue as they use for big festival sales? Wouldn't this solve the whole issue as you can channel the amount of people in the store?
It’s pretty annoying when you have something in your basket, click to pay after entering bank details and then an item or items have sold out! Maybe have like a 5-10 minute basket hold on items? If people rush they won’t spend as much as they have no time to shop 🤷🏼♂️ #getmorestock 👍🏻 still have love for Alphalete regardless.
So if we didn’t get anything other than the confirmation email(the first email) we didn’t get our items?
Didn't you guys do a dry run of the new software before the launch? Probably would've saved a lot of headache.
Dang.... I got my order yesterday everything I paid for. Was really surprised at how fast the shipping was bc usually it takes a week or 2. Looked all my stuff
This same thing happened to me on Black Friday....
So I got a confirmation email but nothing else, no shipment email or “screw up/refund” email, what does that mean???
I haven’t got any email about my order being canceled or refund. But I didn’t get any tracking info either it just says my order was confirmed so I’m lost...
Just got my email :,( thankfully still getting 3 items
Setting an alarm is correct. At the end of the day Christian, it's not about the vouchers. It's more than that. All we want is our product. Been waiting months for that mustard hoodie, and to hear someone who placed an order at 11am got their item, compared to me at 10:01am is def not fair. You should just send us our product, we can wait for another shipment, even if it takes 2/3 months. Will Mustard HOODIES be back in March?
Still love you man, but we shouldn't' t have to pay for the mistake. Thank you for not ignoring this situation and coming out with this video.
Hey Matteo, the mustard hoodies actually will be back in April. To respond to your comment, to the best of our understanding (we are still in contact with the software company's developers, so I could be wrong), this isn't possible. Orders were placed and fulfilled in the order they came in. If you got a size "L" Mustard Hoodie (for example) and cleared checkout, the item would definitely not be in stock an hour later. The "L" hoodie was sold out in minutes on Shopify. However, in all actuality, it sold out in less time than the Shopify store could update, which is most likely when your order was placed. The inventory lagged, but definitely not that much. Again, so sorry for this!
Alphalete Athletics what about the xxl? I checked out at 10:02 and I got the email yesterday that it was cancelled. Does that size have that high of a demand aswell
Yes it does and our percent breakdown is fairly small for the 2XL size. More coming soon. So sorry!@@Cr5pt0Puzzl3B0x
Alphalete Athletics thanks for the clarification
Alphalete Athletics will the mustard hoodie be in stock for the March launch? Cause you said April launch in your reply
I already got my items!! Took 3 days to arrive!!
Some people ordered in the first seconds and got canceled and other people ordered at 30 mins and they got their stuff. It’s very unfair 🤦🏻♀️ but oh well 😏
Mine was canceled but I re-ordered again but I couldn’t buy the black jogger they were out of stock :(
will you guys restock the mustard yellow hoodies? I was one of the people who had to get refunded, Im not mad at all. I respect you guys and know that things happen sometimes, but I would love that hoodie lol
Excuse me it’s not just US orders. I live in Canada and I just got a refund for my order.
stuff happens, thats life! you guys know for next time!
Did anyone receive an email yet with the 15% off discount code? I just got an email saying one of the items I ordered got refunded but I never received anything yet about the discount code or any information on receiving early access during their March release. Please tell me I'm not the only one!
I'm confused if I am affected because I did not get a refund email or updated email about my order being shipped? Solution to this?
Most likely an item from your order was refunded. Items not refunded are already shipped!
@@AlphaleteTV So how/when will we know what items shipped if any if we havent gotten any sort of email at all?
So how do I know which items did get shipped or not because I still have not received any updated emails about anything? @@AlphaleteTV
@@davidpatterson5223 Have you yet? I still have not. I emailed them and received one back that says if you have not gotten a refund or cancellation email yet, your order was not affected. yet i still have gotten nothing from them so i am lost as well.
I received a text about my order to be delivered in the next few days, so I have not got my order confirmed though. I do not think anything in my order has been refunded since it did not say in the updated email I got. @@aireeslulz8891
I understand that shit happens, but I still haven’t even received an email about a tracking number or anything. I already sent an email about this issue, who else is having this problem?
Same, what was your response?
Oh sorry for the late reply, I eventually got a tracking number with 2 of 4 of my items and got the password for the 15% off for next launch.
Have all orders been processed for shipping? I still haven't received anything about my order shipping yet
In not w cyber security professional but I work in IT and it sounds a little similar to a DOS attack or at least what happens during one. Not saying that's what happened here but if u r going to talk to the software developer of the program you might want to look into this. You might be able to apply some mitigation tactics to help meditate or resolve this problem. Food for thought, great work either way. Shit happens.
Handled well. I got a confirmation email at 10:03 but when I click the tracking link, it just brings me back to where the website and says it’s confirmed, does anyone know if that means I got it?
I just realized the Alphalete logo has similarities to that fight tips channel from Shane Fazen
One of my orders will be here tomorrow, but the other one i have not seen any update from.. could this be the reason?
Noah Hockett same here
will the yellow hoodies ever be restocked ?
Haven’t received an email that my items were shipped nor this email. I guess I’ll wait till tomorrow to find out.
did you find out today?
Airees Lulz I got an email about 2 of the 3 items I bought they it’s on it’s way, no word on the quad joggers yet. I emailed them, hopefully they’ll get back to me soon.
@@RunRav4 Ive still gotten nothing. i emailed them and they said if we haven't gotten an email today about a refund or cancellation then your order wasnt affected, but im not really expecting such to be honest.
Airees Lulz yeah pretty unfortunate, nothing to much to stress about, they’ll get the problem fixed. I guess we’ll get that 15% discount and early access 🤷🏽♂️
If my order says it's in transit and will arrive tomorrow, am I fine?
You sent me an email that you sent the product and today I didn’t receive the black hoodie only my legend tee and no I’m getting the run around from you and Ups and looks like I won’t getting anything refund or a resend from you FAQs for about two weeks know after your and ups investigations. WTF just a horrible experience overall and didn’t even receive an email you covered in the video
Just restock the order? Instead of giving refunds?
Instead of worrying about “exclusivity” maybe you should fucking stock your popular items like the joggers.
You need a good operations director/manager to manage the warehouse and inventory with a business operations mindset. . Also you need good training system to train employees properly in the inventory system etc and how everything works.Proper training creates more consistency and less prone to errors. I think it is admirable how you address the issue in a professional matter and owned up to it. Respect it is for you..Btw I love the revival leggings and camo joggers they are amazing quality and product.
Will the mustard hoodie be back in stock for the march launch?
WHY DON'T YOU JUST ORDER MORE INVENTORY. You hype the launch up but don't have enough stock to meet the demand. Don't be like Gymshark.
What is the software called?
I got an email today...I am waiting for my items😃
Give a promotional code to the people who were fucked over, mistakes happen mate. But a promotional code for like 20% off. Would be a logical thing to do I guess...
why don’t you just put how many you have when you upload the product
SOGFLY1 how would that at all help or do anything to prevent the problem that happened here again
Things happen out of your control, great launch though :)