Jess Lively

I’d like to check in and let you all know about something which came to my attention yesterday right before I left for the airport. It turns out that the program I used to create the Franklin braille necklaces produced the letter preceding each intended letter in the alphabet. For example “BREATHE” came out “AQDASMD.” I have no idea why the program made this error with the alphabet and since it was consistent across all phrases, I was not aware that it was incorrect. You can see the difference in each of the phrases below:

Now that I am aware of the mistake, I am in the process of designing and ordering identical pendants with the correct braille. Everything else about the necklaces will remain the same. Due to production time, I hope to have these pendants completed in five weeks.

As you can imagine, I’m frustrated, upset, and heart broken about the situation. I designed Franklin as a collection which would both help people and be beautiful. And though that purpose is still served, it is upsetting to have to reach out to everyone who has purchased and inform them of the error. I have already emailed those who have previously purchased the necklaces and offered them two choices: either to trade in their current necklace for the updated one when they arrive, or to keep their current necklaces and receive 50% off their entire next order. So far everyone has been overwhelmingly supportive and I sit here with tears in my eyes as I read this email from a customer which arrived a minute ago:

… Honestly, I’m just so excited to wear it and have it as a reminder that I would be happy to wear it as is. I’m too impatient to wait!!  It looks like it will be just as beautiful as the “right” one, and it’s almost like it’s a little secret and will be different than most of the others! I kind of like that. So, I think I’ll just keep the one that is on it’s way, as the message will still be there for me!!

I think it’s great that you’re so attentive and caring toward your customers and informed us of the mix-up. Nothing is perfect, and sometimes strange things happen in life, and I’m learning that it’s how you deal with all of that that really matters. You are a perfect example of this – you’re not letting it get you down, but instead reaching out and offering exceptional customer service and options to correct something that went wrong without you even knowing. I give you major props for that and can definitely learn a thing or two from you! It seems like you’ve really got running your business down pat, and even if you don’t, I would be none the wiser!!

Thank you so much again for contacting me about the necklace, and for once in my life, I’m going to use this as an opportunity to not see something as “ruined,” but think of how I can look at the bright side of the situation – an opportunity to have something just as beautiful, and a little bit different! I’ve been trying to be a more positive person lately, and I think this is a good start : ) …

Words cannot express how thankful I now feel for this error. Though informing customers about the situation was a bit scary and nerve-racking, getting genuine responses like that prove to me that I have the best customers, readers, and friends in the whole world. And the only way I could really realize and comprehend how unbelievable you all are is in a situation where you show such concern, empathy, and encouragement. I made a mistake, and you all are here telling me how I shouldn’t freak out. Thank you, thank you.

Yesterday when I realized what happened and what needed to be done (in the midst of a few tears), I decided that this situation was happening for a reason – a positive reason. And though I had absolutely no clue what positive thing would come out of this, that email just provided the answer. I get to rely on you all for support and I’ve never felt more accepted. It’s one thing for people to say nice things when you do something right. It’s another for people to say nice things when you make an error.

The other positive thing about this situation I cannot forget to mention is that the current (misspelled) pendants are still perfectly good and serve the same exact purpose, but are now 50% off their original price on Jess LC right now. Which means this mistake has now opened the door for anyone who couldn’t afford the full price to receive the misspelled but perfectly beautiful necklaces for $29, $30, and $31 until our misspelled inventory runs out. And once the new, corrected version arrives in mid to late August, I will post those back on Jess LC at their normal price.

I truly appreciate all that you have done to support me and my small business and I thank you all so very much.