I have never had to apologize so much in my entire life.
A number of items are out of stock. The vendors’ system allowed the orders to go through, but they do not have the items in stock and they cannot give us an ETA, so we are back to issuing refunds. We deeply apologize over this inconvenience. It is not something we can control and the vendors were unprepared for the volume of orders.
To the group of people who are posting about their merch issues in the fan group: please email the store at storeadmin@ilona-andrews.com. There is no point in posting in the fan group. They can’t help you. Please email us instead so we can help you.
If your item is defective, email us, and we will send the replacement or issue a refund.
All of this has convinced us that it is not cost effective for us to keep running the merch store. I am the one running it. Instead of working on the book right now, I am issuing refunds for the muscle Tee.
I like writing books. I don’t like apologizing and dealing with stock issues. I really don’t like doing something that upsets the BDH.
So we are finishing up. We are deeply sorry about the stock issues. We will make sure that everyone who is due for a refund is getting a refund and that all of your items have either been replaced or arrived safely. After that, we are shutting down permanently.
And now I am issuing refunds for the replacement V necks because they are out of them too. This has taken a massive emotional toll. The customers are disappointed, and I feel guilty and terrible. We are the storefront. The fault ultimately lies with us. The process just does not work for the volume of BDH orders. We are doing our best to make this right and it’s in everyone’s best interests that we stick to books in the future.
Please do not suggest alternative vendors in the comments. We are really and truly done.
I’m so sorry with all you have been through with COVID that the Store was a pain for you! I love my mousepad I purchased. Would have ordered one of everything if I could have. Although I am very happy you will be back to writting.
Hope you are feeling better, take care of yourself.
Thank you for trying this. I didn’t get anything this round but did previously and treasure it. But please save ALL your energy for writing!! 🙂
Considering all the work that you do, I feel lucky that I was able to get something out of the mythical pop up store.
Thank you
❤️
You have nothing to apologize for! With good will and evidence that merch stores work fine, you tried. Your experience was different-OK. Your best use of time is clearly writing. Your hoard is happy with that.
Don’t feel guilty. Merch may be nice, but I would much rather have your books.
Boy, this brings up stressful mentors of my first “grown-up” job.
Best wishes to you and I hope that is all trained and done soon.
It sounds like you need a virtual hug. Huggggs. It also sounds like you made a great decision! While BDH loves the store (a little too much), no one wants our favorite authors too tired to write. Thanks for the opportunity to get some cool merchandise.
Completely understand. Preserve your sanity, time and peace.
I really enjoy the items I have, the cups and t shirts. Thank you. I am sorry it was so hard and stressful for you. There is no reason you should do it again, but I am happy to have the items I have. Please do some nice things for yourselves and be happy.
You go well out of your way for your fans and I hope that the rest of the BDH feel the same way I do, which is very appreciative. I squealed like a kid that I haven’t been in a LONG time when I opened the little flat pack my sticker was in and today I’ll open my 2 packages that contain the shirts I ordered. I’m now kicking myself that I didn’t get additional stickers (I LOVE stickers), but hey, that’s my decision.
You cannot control what your vendors do. I’m in Facilities Management where I work, and all the time I have to deal with vendors that go out of stock on things we need to keep the facility running (including this morning’s 20 minute long convo about that very thing) or the vendor’s vendors can’t get parts. Just know we appreciate what you did for us & that you tried so hard for your many, many fans, and that we will treasure our goodies until we wear them out.
HUG HUG HUG
So sorry that this has not worked out and has caused you so much stress…..on the bright side – your work is so popular and gazillions of people love it and want to celebrate it with the merchandise.
I think the short term nature of the store guaranteed a tsunami-like response. And, I am sure your vendors hear from all of their clients that orders will be huge. They are probably used to adjusting inventory to the actual number of orders clients usually receive. But, to be fair, one cannot be adequately prepared for a response from the BDH.
Do not guilt trip! Writing is the best thing you can do for the BDH and we need that more than merch. Maybe someday in the future you can license art out to an enterprising BDH group to handle merch, but writing is, and should be, your first concern. We love you for your imagitive brains!!
So sorry, Ilona, Gordon, ModR for all the stress associated with the store.
Just joined the Horde April of this year (just finished Kinsmen Universe – the last book / anthology entry / free fiction on the list) and used my single store experience to get a tote bag for each of your series that had merch (the totes are FABULOUS and the shipping, etc. went without a hitch) – SO glad I did that – they are going up in my book room on hooks for display until selected to traipse to the library with me on adventures.
Please do NOT blame yourself for this (the fact that you ARE taking responsibility so publicly just means that you are a totally awesome set of folks)
I am fully in the fluffy Horde category and will w**t for the next adventure you share with us.
Wishing all of the Horde and those you love peace, health and safety!
I really hate that you feel guilty! I’d rather HA spend their time on writing. Ultimately you ARE a writer and not a merchant. It was very nice for y’all to try it, but do what makes you happy!
I am so sorry you’re having to deal with all these store issues. It’s not worth your sanity and health. We’d much rather have you writing! ❤️
I’m sorry to hear about the death of the store, but I can’t blame you for stopping the nightmare. Such a hassle for you and paperwork is the worst. It’s also not really your fault venders couldn’t meet the demand. Dealing with it after the horrible bout of Covid just makes it even harder. Take care of yourself first and foremost, I’ll certainly never complain about you writing instead of having to do nasty paperwork.
I’m so sorry this hasn’t worked. But I completely get it! I would much rather you were writing.
Just as a data point, my coffee mugs, mouse pad, and stickers all arrived earlier than expected and beautiful. I will cherish them as I do my previous HA merch.
But, PLEASE, do what feeds your soul!!
I agree with everything everybody has already said. Saying that I will not put my Evil Enough mug in the dishwasher or microwave and the cat cannot sleep on the Ripper Cushion. Since they are irreplaceable they will receive extra care.
Good, as a customer for your books I want you to be unstressed and happy. Online retail store is NOT it.
As a fellow human I want you to thrive doing your passion. Online retail store is NOT it.
You guys are terrific, I’m out here just patiently waiting, re-reading previous books. No worries.
I’m so sorry the store was causing you such turmoil, and totally support your decision to close it.
However, please know that as much as I love my HA shirts (they bring a smile to my face every time I wear them!) and as much as my HA mugs always make tea taste better, I love your books so, so much more.
Your books have been such lifesavers during times of stress, and they bring me more joy and laughter than any tee shirts or mugs ever could! I will miss the store, but it is nothing compared to your books, which I will keep enjoying on every first read and again on countless re-reads. Thank you!!! 🥰💕💕💕
PS: Hope you are feeling better!
+1×♾️
I third, fifth? the comment about making the image files available. I am so sad that I won’t have the critters tshirt. I volunteer with a local raptor program and I reallyreallyreally wanted to wear it for the Halloween open house because they look like Halloween owls! ‘sigh’ I will still get the stickers tho so there’s a little balm for my soul 🙂
I hope that you have recovered or are recovering sufficiently from covid. I haven’t seen any posts regarding that lately. I’m also sorry that you had such a problem with your store. Although I was not one of the buyers, I can certainly understand your pain as I have worked in customer service, manufacturing and retail. It sucks! I am not surprised that you’ve thrown in the towel regarding your store. I was actually surprised that you guys started it to begin with. I did not think that you were the person that was running the store as that is a full-time job for a completely different and separate person from yourself. Anyway I hope that you can get back to writing and doing what you enjoy the most. Thank you for at least trying with the store.
I’m sad the store will no longer be an option, but I completely understand that writing is and should be your first priority. Customer service is a difficult job and when you’re trying to do all the different jobs that come with a store on your own and with the help of family on what is essentially a side project, I can get not having the bandwidth to deal with it when there’s so many issues. I will hope that maybe once the trauma isn’t so recent, it may become an option again (I mean we are the bdh, I don’t know that we’re capable of not hoping for more), but with no expectations.
The BDH ROARS!! Hear the noise of thousands kneeling before you in abject apology for breaking the store, and causing you anguish. Hear the voices of multitude across the vast fields of this planet chant “We love you, HA! We love you,HA! We love you, HA!”
So very sorry that something meant to bring the BDH joy and celebrate your work has ended up as a burden on the authors we wish to celebrate. For my small corner of the Horde, I hope you get all the support you need to just write and not run a retail shop. Big virtual hugs!
I am sorry that you guys had so much trouble with the store. I truly appreciate all of the hard work that you have done to provide the BDH with extra special treats. So thank you, and I will be extra thankful that I did get merchandise with no problems!
What’s your position on fan merch? If we make House Andrews appreciation shirts, is that cool, or is that bumping against your IP?
Making items for your own use is not a problem 🙂. It’s when you intend to sell to others and make a profit from the intellectual property or copyrighted designs that we go into issues.
Thank you for this clarification. I may want to get something made for myself at some point. That would be when life settles down enough for me to think more about it. HAHAHAHAHAHAH! Right.
Thank you all for running the store twice and coming up with brilliant designs.
I had brilliant experiences both times ordering and when ever I had a question, the lovely person in the other end of the storeadmin@ilona-andrews.com address had been brilliant, supper helpful and responsive.
Really sorry that is causing you all so much stress, and can completely understand the decision made.
My observation of it isn’t that it’s not that you’re all not cut out for it, it’s that you hold yourself to high standards including taking care of your fans (unlike some places).
So that where things have gone in unexpected directions you’ve all bent over backwards to help us.
As all of the comments I’ve skimmed have said, we love you all for the gift of stories that you tell us, anything else is just a bonus.
Thank you.
The BDH is all about the books !!!
We appreciate all you do … 💕 !
Hope you all feel better and get back to the writing of the worlds we enjoy and the ones we are hoping to enjoy in the future !
I am so sorry you are burdened with the store issues! I was hoping your extra help took that over.
I rec’d my orders and I am very happy with the quality!
You did your best but your decision is understandable. I hope you are recovering and feeling better!
I support you 100%
Virtual ((((((HUGS))))))
Don’t worry too much about this. If the worst thing that happens to us this week is that we don’t get a shirt, that is a good week. You tried to do a kindness and most of us appreciate that. You are both excellent writers and that is the big thing. (Also, coming off of Covid and trying to do all this, YUCK!!) Take care of you.
i am sorry the store has been so stressful. i hope you are able to quickly wrap up this additional round of endless refunds.
i would much rather have books than merchandise.
Totally get why you are done with the store. Thanks for trying it. I love all my items!
We are the BDH and we are all about the books!
Hope you are recovering from the Covid.
Thanks for your great writing!
Sorry it was so stressful, considering you were just doing if for our benefit. I was able to get some of my things and am smiling at my mouse pad right now. But for us, I think your writing is the most important thing, which is what made us crave the merchandise in the first place. We hope you know that the desire for the merch is a tribute to the way we immerse ourselves in the worlds you create.
Thank you for trying it out.
Well, my two mugs were arrived in great shape and excellently wrapped. The print was clear, too. Now I’m very, very glad I ordered the Book Devouring Hoard mug since it won’t be available again.
I’ve worked retailing. I understand your pain and I get it.
I don’t normally comment and just love reading the emails from the blog, however, had to say how much I appreciate your efforts with the merch. Loved buying from the merch store both times and have loved the items since they come with the best quotes from your books.
Glad you made the decision to stop the store so you can do what you are great and prefer to do, which is writing awesome books. *Really want Arabelle’s story haha*
However, would still love to get my hands on the special edition books (for those of us outside the US), if those keep being an option.
I hope the outpouring of support shows more BDH were happier than frustrated with your merch efforts!
You have to do what you can to remain sane and happy. Take care
I am sorry this became such a problem for you all. I am thankful I purchased when I did, Love my Barsa shirt, I giggle every time I catch sight of it!! hehe. I look forward to each story you put out, your work is greatly appreciated, Thank you.
Retail can be awful, I’m sorry that’s been your experience. I love the mugs I ordered and thank you very much for them. Wishing you all the best in wrapping this up and forgetting about it!
I am so sorry you’ve had all this hassle…and so glad that I got a book horde teeshirt from the last shop. I really love it!
I’m so sorry you and House Andrews had to go through this! Most-if not all- of the BDH understands, and though a bit disappointed that the store is closing for good, we can’t have our fabulous Delectible Duo fretting over something that was *way* beyond your control. And that’s a fact! We want all y’all to be happy and healthy, in a relaxed state, and sound of mind. Because that’s how we, the BDH, roll.
Some things just end up being more trouble than they’re worth. That being said, I’m happy I was able to get my Ripper Cushions mug before you closed the store. It is officially my new favorite mug to start my day off with, followed by my Mommy Fuel mug. Sorry the store didn’t work out for you
I’m so sorry this has been so stressful for you. It all sucks when it’s outside of your control. In happy news my UK mugs and shirt arrived today. My housemate who hasn’t read your books has asked to borrow the Ferret Heist book and is sad that the BDH mug is no longer available as “it is epic and would make wonderful presents”. She may yet become a member of the BDH.
Tell your housemate that the Horde welcomes her if she decides to be part of the group. 😁😎
That sounds like a full-blown nightmare and no one can blame you for your decision to step away. We love your writing, your characters and your imagination- we love our favorite authors.
You tried to do it for the BDH, and we appreciate the effort. But frankly anything that takes you away from ‘author-ing’ is only hurting us and our insatiable need to see your worlds. (it’s supposed to be a joke statement, but it’s more true than funny)
Finally, you guys just don’t need that kind of stress. Leave the merchanting to Nuan Cee, he loves that insanity!
Please take care of yourself and your mental health. We love the stories you tell.
Thank you so much for doing it! It was very appreciated. I am vastly in awe you even tried it.
No matter what, we love you Ilona and Gordon. And while I love my BDH tee shirt and coffee mugs (had to explain the sayings on them to hubby), but given a choice, I’m all for more Hugh, Kate, Dina et. al. rather than you driving yourself crazy trying to run a storefront AND write. Although, the occassional picture of cute pets are also looked forward to.