This review is specifically for their customer service. They're swamped with emails, but I've found the response time, courtesy, and helpfulness is great via email. And if the experience was similar via other methods I'd be leaving a very positive review.Their customer service on their discord server leaves a lot to be desired. They are rude to their customers, presenting a "screw you" attitude. At least the mods are that way. The affiliates are generally helpful.Their most recent drop, this past Thursday, they had a couple major bugs. One bug was they had a 60% discount code that was supposed to be usable by only the first three people that used it. It turned out anyone could use it. So instead of honoring the code for anyone they refunded all orders using this code. For many of these people, by the time they were notified their orders were being refunded at least some of the items they thought they had ordered were now sold out.Another bug was one of their items, when added to a cart, caused the user to be unable to check out due to a "we don't ship to that address" error. On the discord server people were told to be patient and they'd eventually be able to check out. By the time they realized the source of this bug many people found that some of the items in their carts were now sold out. (I realized the cause of this bug and notified them, but removed this item from my cart and checked out while the other items were still available.). Once the bug was fixed we could now purchase the item. But now we had to pay for shipping, a second time. Had the bug never happened we would not have had to pay extra for shipping.Bugs happen. Things happen. And most people, including myself, are willing to look past issues like these -- so long as the business provides good customer service to attempt to make up for their mistakes. And maybe the mistakes aren't actually the fault of anyone who works for the company. But the mistakes are on the side of the business, not the fault of the customer.So what should BD have done?In the first case, with the discount code issue, they should have either honored the code for everyone OR figured out a way to fulfill everyones' orders. Instead they chose neither. "Too bad, so sad" your items are now out of stock. And for some people who can't afford to place another order until after the refund is processed, they really missed out.In the second case BD should have figured out a way to provide free shipping, either via a discount code or an after-the-fact refund. Instead they chose neither. Again, "too bad, so sad" was their response. While they still honored the regular discount codes that were honored for all orders regardless of whether it was a person's first or tenth, etc. order, they said "we don't allow stacking of discount codes; we're not going to honor the regular discount AND give you free shipping." One of the mods on the discord server even added this gem: "Use critical thinking" with a tone that he was probably calling us "dumb-(insert-expletive-here)" on his side of the screen that comes across as "screw you you stupid (insert-expletive-here)."The general sense from the mods and affiliates was "it's not our fault (so too bad, so sad, sucks to be you)." Which maybe the bugs weren't their fault. Maybe it was the fault of Shopify (their platform). Maybe it was the fault of someone else.BD needs to do better testing of their site before launching. Considering they open their website only once per month and have only a handful of items for sale at any one time it wouldn't be a burden to QA their site, testing adding items to their cart, checking out, using various discount codes (especially if it's a limited-use code -- test that it actually has the limited use they're imposing), etc. As another user on the discord server said, "It's not even their first drop." Nor their second. Nor their 10th, etc. They've been doing this for a long time now. They should be better prepared for launches. And if a truly unexpected bug surfaces then provide good customer service, biting the bullet if they have to.If a restaurant gets your order wrong they'll replace it, no questions asked, and/or knock some of the cost off of the final bill. Same for any other business in any other industry. BD should do the same and hold themselves to a higher, better standard.I like their gear. I think it's worth the cost and the hassle of being ready to purchase items as soon as their site goes live. But their customer service leaves a lot to be desired. I hope they learn from things like this and improve. If they do I will happily edit this review.
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