Dear Customer,
At StockX, we strive to prioritize our customer experience above all else. But this past summer presented unique challenges that interfered with our ability to provide the experience you’ve come to expect from us. We focused on staying safe, open, stable and strong for you and our team members. And as a result, we know that many of you experienced delayed payouts, long delivery times, and extended customer service wait times. We apologize for the frustration these delays have caused.
Today, I am writing with good news as we are now back to our usual payout and delivery times across our global network. Also, all new customer service requests should now receive a response within one business day, if not sooner.
While we are happy to report this news, we also recognize that StockX is not immune to the continued impact of COVID-19 across the global supply chain; some steps in the supply chain are simply outside of our control. However, we are 100% committed to doing everything in our power as we balance delivering the safety of our teams and the top notch service you, our customers, deserve. This is why we’ve invested in new systems and processes to improve our service levels as we head into the upcoming holiday season. This includes opening three new authentication centers, launching live chat, and hiring more customer service agents to ensure that our global customers can buy and sell the products they love, faster and with better service.
It won’t end there. I hope you take away from this note that we will continue working to improve your experience every single day. We’ll also keep reading your tweets, emails, and posts — so keep the feedback coming. Our team is dedicated to the community we serve.
Stay safe and stay healthy.
Scott Cutler
CEO
