Dec CEO Message from 65daigou

Dear valued customer,






Happy New Year!





With your continuous support and accompany for the past 11 months, we are stepping into 2011 with joy and fulfillment, as well as excitement and expectancy.





The past 11 months were quite decent and encouraging, especially 2010 Q4, number of registered users doubled every month, sales volume kept increasing steadily. We have received more than 95% good reviews, as well as many positive feedback and constructive suggestions. Your compliments brought us joy and fulfillment, while your feedbacks and suggestions gave us endless motivation to improve ourselves and accept new challenges in future.





On 3rd Jan, 65daigou received its biggest and the most precious new year gift from Channel 8. A nice lady reporter interviewed our Managing Director and put the interview on Channel 8 News. Since then, our website page view jumped to a new peak and we have received many emails and phone calls from potential customers. That was a milestone for 65daigou, which not only promoted the awareness of 65daigou, but also gave us more hope and energy to explore the potential market! In 2011, we are confident that 65daigou will leap to a new height!



From now onwards, I will send out this email quarterly and I will only share with you some thoughts and feelings.





Today, let me begin with a true story.





We have one customer who was going to travel to a cold zone on 20th Dec night, therefore she ordered two UGG boots through us about on 15th Dec. At first, boots arrived in our Shanghai warehouse 1 day behind the schedule due to unexpected heavy snow, that was on 17th Dec (Friday). Our staffs in Shanghai immediately packed the boots and arranged delivery to our logistic company to catch the flight departed on 18th Dec. Coincidently, on 17thDec evening, the shanghai local delivery lorry broke down on the way of delivering to the logistic company. Consequently, we were informed that those items would miss the scheduled flight on 18th Dec (Saturday). We knew the importance and urgency of the boots, we also knew our logistic company doesn’t have flight on Sunday, those items could only be shipped to Singapore by Monday’s flight. In this case, the boots could never be delivered to that customer before her departure and they could no longer be useful for her. To ensure those items arrive on 20th Dec (Monday), our staff spent few hours to contact other logistic companies which could help us ship on 19th Dec Sunday, disregard the cost would incur and tedious logistic work needed (getting the entire 30kg box out from our current logistic partner and send to the one which could help). In the end, we paid additional 50% higher shipping fee for the 30kg box, not only those 2 boots. After all the necessary arrangement, eventually all items reached Singapore warehouse on 20th Dec 7pm plus. As you all know, you need to pay 2nd payment before you can get your items. However, on that day, upon items arriving, our staff dig out the boots and took cab to deliver to customer because she told us she would go to airport at 8pm.





To share this is because everyone in 65daigou wish to bring the best and most efficient service to every customer, we think more from your perspectives. We always have the belief that this is the way how a good branding and customer’s loyalty are built.



We received overwhelming response from Free Agent Fee Promotion, thus when the sea shipment arrived (quantity of items doubled as usual), everyone in Singapore site was “devoted” in sorting out your items. The workload was more, not only because of huge amount of items, but also because agent fee refund was done manually. This sea shipment took us 3 days to get things sorted out and therefore, during that period, we didn’t manage to reply enquires and emails in time. Our sincerely apology for the delay, please trust us, for each and every enquiry/email you sent, we will reply as fast as we can. We will never avoid answering or hide any problems, especially for after-sales issues, we will take responsibility and take actions accordingly to solve issue if it is our fault, but on the other hand, we won’t take responsibility for issues relate to seller, product quality, functional deficiency.



This month, number of registered users and sales volume increased again as compare to Nov. To appreciate your support and contribution, we held an event Send your eCard - Send Christmas & new year greetings to your loved ones, for every five friends you send to, you will stand a chance to win a Fuji Instax Mini 25 (Hello Kitty Version). Congratulate to our lucky star “yoyona”, who just joined us in Dec and won the camera. Maybe you will be the next lucky star, so please participate our activities more often in future!





Lastly, please allow me to briefly describe logistic company standard operation procedures, as some of customers wonder how come air shipment takes 3~4 days from Shanghai to SG and why there are some box was crumpled and the items inside are all messed up. Logistic company receives goods from everywhere on day 0 night; on day 1 morning, they start inspection(X-ray scan on prohibited items such as liquid and etc) and weight measurement (including gross weight and volumetric weight, they will charge us base on whichever is heavier). After checking, they will send all the goods to China custom for custom inspection, this will take another 0.5 day due to large amount of exporting goods). Therefore all your items will only be loaded onto aircraft on day 1 night. Flight takes only 6 hours from China to Singapore. On day 2 morning, all items will be unloaded from aircraft and be sent to Singapore custom for checking and inspection. This process takes another 0.5 day to 1 day, depends on the volume of Singapore imports. As such, all items can only reach our Singapore logistic partner on day 2 night or day 3 morning. Again, depends on the volume of goods, items could only be delivered to our Singapore warehouse on day 3 afternoon or day 3 night. Therefore, delay could be due to any party, no matter our logistic partners in Shanghai & Singapore, or customs of China & Singapore. Actually even DHL needs at least 2 days from China to Singapore, the flight itself is not long, more time is spent on queuing and inspection. Our shanghai team packs every customer's item very carefully, but due to logistic company & custom inspection, some of boxes or packages will be opened and usually will not be re-packed by those officers. Instead, they will be anyhow thrown back into the box. That's why sometimes you would see the box/packaging of your items were crumpled and items inside were all messed up. Having said this, I sincerely seek for your understanding if anything like this happen to your items in future. Pleases trust us, we will try our best to take care of your items when they are under our control.





In the end, may you and your loved ones an even happier & healthier 2011!





Yours sincerely,





CEO of 65daigou