Hello everyone. I was alerted to this thread buy some fellow Pinsider friends. I am very sad and disappointed to see this thread. I’m definitely not here to try to defend ourselves to some of the people who have definitely been disappointed with communication over the past six months. I began building toppers about nine years ago and have built a solid reputation throughout the years. We really enjoy building a quality product and I’ve always strived to do my best.
All of our products are built to order it normally take about two weeks to complete and ship. However, in the past year the lid has just blown off of pinball and we never expected to be so busy. I’ve made the mistake of trying to keep everyone happy and get as much out as possible and it is becoming increasingly difficult. We average between 50 and 80 emails a day with every type of inquiry including orders status, custom built toppers and a future products just to name a few. This is absolutely no excuse as I have always tried to get back to people immediately. In the past six months it’s been increasingly difficult two keep caught up with updates when all of our products are trying to ship out an order of reservation. Our Jurassic Park topper was built in a giant run and shipped out an order of reservation with group still trickling out at times. I have definitely let some of the correspondence fall through the cracks waiting for a certain toppers to ship out in their order and for this I sincerely apologize.
The clients I have built over the years have for
been extremely generous and very happy with my toppers. This is always made us energized and fueled me to continue to make the best products I can. I really enjoy the hobby and the relationships I have built with other pinball enthusiasts over the years. However, we have not released anything new in the past 24 months because we are so busy just producing what we have already created. There are a few people on this thread they’re posting pictures and talking about things that we didn’t make. I have seen threads like this on several occasions from other my providers and always thought that “I can’t believe someone would treat someone that way”. I now sadly find myself in the same position
Most of the issues we have had with communication have just been from us being behind and all of our products shipping out in order a reservation. I have not always been able to follow up on a timeline until I’m sure where we are with groups of toppers. I have completely dropped the ball at times over the last six months with so many different things flying in and out. For this I am sincerely sorry and apologize to anybody who has had to wait. We have slowed down the last three weeks and stopped taking orders on many items until we are completely caught up. Ever since the announcement of the new run of iron maiden’s we have been inundated with orders and have been building them in batches. Those are shipping out over the next couple of weeks.
I have seen a couple posts here including someone posting pictures of some thing we did not create and I hope they are not confusing us with others as we have enough things to deal with right now without making up for others as well. Someone also said that we have been posting new products which of course is not possible at all. None of my products are 3-D printed exclusively while most of them are hand sculpted. Because of this we never expected to produce so many casts and had to re-create molds several times. This is necessary to continue to complete clean casts and has caused us to get behind. We are so happy to see the explosion of pinball but never expected to get the influx of orders and therefore I never expected to be in a situation of causing people to be upset with us.
I just really want to stress our apologies to anybody who has felt that they have been put on the back burner or been waiting for extended times. I am especially remorseful for those of you who have had and experience of poor communication. Since starting to build these toppers years ago I have always made a point to try to be good and get back to people as quickly as possible. Unfortunately, Being overwhelmed has caused that issue to now arise. All I can say is that it definitely was never a matter of trying to dodge or miss lead anyone. It’s simply a matter of just being overwhelmed at times. We have always offer refunds to people and will continue to do so for anybody who doesn’t want to wait.
I want to thank everybody who has supported us over the years and we will continue to work hard. Being a small business with just two of us has been difficult for the last year but it’s definitely not an excuse to those of you who have been disappointed. My apologies again to those of you who have been unhappy and I promise to work harder at keeping caught up on the communications as I know that is the chief concern of most people. We are definitely expecting to have everything caught up in the next 3 to 4 weeks and will hopefully be much better once all of our iron maiden orders are completed. As always feel free to drop us a line or give us a call if you have any concerns. Thank you