i) You are right. As a company, we’ve had a bigger appetite for feature and scope than what we’ve been able to digest in terms of delivering users a quality user experience. I am aware of this fact and it is a flaw in our culture that I am working hard to correct. You are right to point it out — as has my lead investor Brad Feld — and all I can say is that I acknowledge the weakness and I hope that what we put out in the future is an improvement.

ii) A follow up to your point above, we are working on creating a higher quality integrated user experience for Judy’s Book users. This will take a few months of work — and will be iterative in nature. As you may know, we’re working hard on evolving Judy’s Book into a place for smart shoppers.

iii) Timely response to customer service requests is a fair and reasonable expectation (period). Servicing a large community site with such a small organization is a challenging task — but not responding is unacceptable.

iv) Your t-shirt : Simply, this was a well intentioned error. Please tell me the correct size so that we can get you the right size shirt.

I’m sorry if you’re experience has been sub-optimal ….we’re working hard to improve the experience and provide more value to our customers.

Yours,
Andy Sack

On a related note, as a JB user I was recently interviewed by a JB staffer about the new deals portion of the site. As a “thank you” they sent me a T-shirt, but they sent it two sizes too small. What would have been a nice gesture ended up irritating me and wasting their postage. It would have been better if they had just sent a note.

Get good at what you already do before you expand.

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- Scott