Evening all, Just want to clear a couple of things up. Firstly, Cherry takes total responsibility.
The cards may or may not have ever been posted, we have no proof either way! Therefore, we let Ang down. To be honest, in hindsight, perhaps we are lucky that in 4-5 years this has never happened previously.
Hindsight is a wonderful thing, but we should've had a few stopgaps in place to trace mail-outs. We sent an email to all Cherry website members yesterday explaining changes, including photos of all mail-outs, to minimise the risk of this happening again and providing proof of what was or wasn't sent and to who.
If anyone would like a copy of this email let me know.
In regards to compensation, we certainly offered Ang compensation (financial or card, his choice) immediately. We also contacted a number of customers who received mail-outs at a similar time, which in no way incriminates them as once again, Cherry has no proof the card was even posted. Our process of mail-outs is hardly surgical. It is professional! But there are no documented validation points, or at least there wasn't! There is now.
Rightly Ang is devastated by the loss and no doubt disappointed in Cherry! Unfortunately all we can offer is compensation and an apology at this stage, hopefully the card shows up, but until then we let a very treasured customer down and it hurts us greatly that we are responsible for that.
If anyone one has any questions, or information, feel free to PM me.
