Jeff from Twisted Throttle, the National Sales Manager and Customer Service Manager, here to provide a little explanation and an apology.
Firstly, our apologies with any confusion. These days, customers expect perfection and to have their situations sorted 'yesterday'; while we strive to achieve this or better, there are times it doesn't work in our favor and impacts our customers which is never what we want.
On December 11, we excitedly took on a new operating system for the entire company that will provide us with new efficiency in all areas as well as get us closer to the aforementioned ideal customer experience. That said, we have honestly run into a few challenges here and there which are nothing we can't fix but we're scrambling to tidy things up quickly for you and for us. The majority of the transition has been brilliant!
Earlier this week we found that 112 customers PayPal transactions had their authorizations expire from December orders. Yesterday, I personally sent 112 payment requests to those customers to quickly reference their order number, original PayPal transaction number, and attempt to collect from customers whom we had shipped product to but were not able to capture payment for.
For those of you who quickly responded and remitted payment, I can't thank you enough. For those of you who delayed thinking something fishy was going on, it's totally understandable given the state of the internet and the world these days. Hopefully this post clarifies things and re-instills your confidence with us. (And we'd love it if you were able to resolve that payment
Thanks again everyone, and we are excited to have you all as customers as we continue our next phases of growth into the future!
Twisted Throttle LLC
570 Nooseneck Hill Road
Exeter, RI 02822