'WAG MAG PANIK! :-)

Hindi po kami titigil hanga't hindi napapasainyo ang inyong produkto mula sa amin. Pero hindi po namin kayang gawin ito mag-isa kaya kailangan lang po sana namin ng konting tulong niyo! :-) Sa ngayon po ay nakatanggap kami ng mahigit 3000 orders dahil sa inyong solidong pagsuporta. Dahil hindi normal ang aming operational set-up, na-iipon po ito nang naiipon pero iniisa-isa na rin po namin ang mga ito nang halos bente-kwatro oras para lang po hindi na kayo magtampo o matrigger.

First, we would like to apologize for the delays that we've caused you. We know that we all want a little bit more happiness as soon as we can during this pandemic. To tell you honestly, this virus didn't only attack our company, but also our whole team. We have been operating in skeletal force trying to maintain the same quality and SAFETY of service for you to receive what you deserve. If this is still not enough, then I want to humbly apologize again for this.

Second, we just want to assure you that your order is being taken care of. We understand how this is frustrating for you but we really appreciate your patience and we couldn't be any more grateful for that.

Lastly, our partner delivery services are braving the roads and doing their best to bring your packages to your doorsteps. At the same time, we also respect the lockdown policies in your area so we just hope that you can coordinate with the riders as soon as they text/call you. We want nothing but your safety and us being an irresponsible brand will never contribute to your wellness. :-)

A. WITH TRACKING NUMBER

🔴 WHY THIS HAPPENS:

We are not the only one experiencing this tough transition. As per our courier partners, they have reduced their manpower down to half from their usual workforce. This results to needing more time than their usual to

properly and safely sort out the packages we have already handed to them.

There are still parts in our country that are tagged as CRITICAL AREAS. Logistic services cannot enter these municipalities yet due to safety precautions and protocols.

On behalf of the courier management and its riders, we apologize for this inconvenience. It's pretty tough to keep up with our normal excellent service if one of our solid partners are also injured.

🟢 SOLUTION:
Now you may also contact our partner couriers directly to hopefully assist you further. If your tracking number starts with:

A. CX-( Courier Express): 

☛  Courier Express Website 
☛  Courier Express Tracker

Contact Number: 9AM – 6PM: +639-27-931-0364 
Email: courexpress.ph@gmail.com

B. SB- (PAYO)

☛  PAYO Website 
☛  PAYO Tracker 
Contact Number: 734-6962 / 09499947886 / 09177064831



B.WITHOUT TRACKING NUMBER

Why this happens:

We have 4 main reasons why this usually happens:

1. ADDRESS OF THE CUSTOMER IS FOR CLARIFICATION:
Courier marks your account as "Incomplete Details." The couriers wantsto ensure that your package won't be lost in transit, so they prefer to verify your address first before dispatching. Sometimes, when the riders are already in the customer's area, the customer cannot be contacted resulting to failure for delivery and this is the incident that they are avoiding.

2. CRITICAL AREA
Under the courier's internal records, the destination of the package is still marked as "CRITICAL AREA" due to the Corona Virus' status in that area.

3. LOW STOCK LEVEL / CURRENTLY OUT OF STOCK
Our local tailors are greatly affected by this pandemic. Since most of our respected Filipino tailors are considered senior citizens, they are discouraged to go out of their home. This decreases our full capacity to supply the overwhelming demands.

4. INTERNAL LACK OF MANPOWER
We are never exempted in cutting down our manpower's physical presence. Our usual full-house team who is in charge for processing your orders cannot perform at their fullest due to long distance and stable internet connection as compared to the times that they are securely housed in our office, working face to face.

ACTIVE SOLUTION:
As of today, we have already added more remote partners/manpower with the hopes of escalating all delayed packages and deliveries. We have also tapped more local Filipino tailors to work safely at their homes to ensure that all demands will be immediately supplied. We are in the process of training them fast to make sure that all of them can work seamlessly as soon as possible.


🔴 WHY THIS HAPPENS:

From the usual 4 people who were dedicatedly hands-on in attending to each and every concern of our clients, we are now down to just one brave and resilient soul named Vy. During this quarantine, our number of inquiries tripled yet our manpower was cut down to the least -- 1.

🟢 ACTIVE SOLUTION:

To help us serve more people, we've added our good friends into the team so as to assist us further for our customer service needs. Geno and Jera have been showing their utmost support for our brand, you might have already talked to them! For urgent concerns, please call us during Monday – Friday, 10am – 5pm.

Also, we are continuously striving to bring back the best customer experience for you. Your compassion is very powerful!

Contact Numbers:

10AM - 5PM, MONDAY TO FRIDAY ONLY AT:

GLOBE - 0995-230-4744
SMART - 0908-685-8938


🔴 WHY THIS HAPPENS:

There are 2 probable reasons for this:

1. COURIER SYSTEM GLITCH
There has been a batch of orders that the courier's system had a trouble on. There has been some switching with the products ordered by a customer with another.

2. INTERNAL NEGLIGENCE
We are currently investigating internally if some of the defaults came from our end. Because of this pandemic, we literally moved our warehouse closer to our production team's homes so as to ensure safety and protect them from travelling to work. This situation results to inconveniently arranging all of our products to fit in a relevantly smaller place. This resulted to confusions more inevitable as human errors and it is still unclear for us why all this occurred. What's clear for us is that the customer doesn't have any fault at this, and we will be held fully accountable for these mistakes.

🟢 ACTIVE SOLUTION:
As of today, we have already added more remote partners/manpower with the hopes of escalating all affected packages and deliveries. We are in the process of training them well and fast to make sure that all of them can work seamlessly as soon as possible.

 To immediately resolve this, please fill up and submit our Incident Report form so that we can arrange and send your missing item as soon as possible.

☛ INCIDENT REPORT


🔴 WHY THIS HAPPENS:

1. EXTERNAL DELAYS
We are not the only ones experiencing this tough transition. As per our courier partners, they have reduced their manpower down to half of their usual workforce. This results to needing more time than their usual to properly and safely sort out the packages we have already handed to them. This clearly includes to put the cancelled packages on hold resulting to still pushing through with the delivery, even though informed.

2. INTERNAL DELAYS
We are never exempted in cutting down our manpower's physical presence. Our usual full-house team who is in charge for processing and cancellation of your orders cannot perform at their fullest due to long distance and unstable internet connection as compared to the times that they are securely housed in our office, working face to face.

🟢 ACTIVE SOLUTION:
As of today, we have already added more remote partners/manpower with the hopes of escalating all affected packages and deliveries. We are in the process of training them well and fast to make sure that all of them can work seamlessly as soon as possible.

If you have clearly implied to us beforehand that you wanted to cancel your orders but was not acknowledged, please feel free to accept or refuse the package and we will be held accountable for the rider's welfare.

If you really wanted to cancel but paid for it anyway, please submit your form here so we can further investigate your request for cancelation:

☛ INCIDENT REPORT


🔴 WHY THIS HAPPENS:

EXTERNAL ISSUE:
We are not the only ones experiencing this tough transition. As per our courier partners, they have reduced their manpower down to half of their usual workforce. This results to needing more time than their usual to properly and safely sort out the packages we have already handed to them. They experienced some system glitch that interchanges the mode of payments declared by the customer, even though they were well informed on our end.

🟢 ACTIVE SOLUTION:

If you have already paid via Paypal/credit/debit card but paid for it again via Cash on Delivery, please submit your form here so we can process your refund as soon as possible.

☛ INCIDENT REPORT

ASSURANCE:

Makakarating din po ang inyong mga produkto. Patuloy na po ang aming pagpapadala sa aming mga partner logistic services sa buong Pilipinas. Mayroon lamang pong mga karagdagang proseso dahil sa aming pagsunod sa mga protocols at ECQ precautions dahil ang inyong kaligtasan ang aming pangunahing hangad.

During this difficult time, we will be needing nothing but each other's cooperation. We really appreciate your support for our brand for without you, we are nothing. For sure, we will rise above this pandemic as we prepare for an even stronger comeback, together. I hope our package will spark hope to you. Stay resilient, 'cause you are tougher than this pandemic. TINDIG! :-)

Konting pasensya lang po at maraming pasasalamat sa inyo,
EYE KNOW RIGHT LEGAZY® TEAM