We Received a Complaint! We Are Deeply Sorry
Peter X on April 28th 2026
I need to talk about something serious.
I received a complaint a few weeks ago. A real one, from a real customer. And after reading it carefully I felt I owed everyone a public apology and a full explanation of my unacceptable behavior.
After getting his permission to write about it, here is the full, unedited complaint, exactly as it was sent to us by Joel S:
I'm a failure
Responding to an email on Easter Sunday in under five minutes is completely unprofessional and I have spoken to the responsible person (me) at length. He showed no remorse and was frankly quite cheerful about the whole thing which made it worse.Shipping an order in zero business days is also something I'm looking into. Somewhere in the process things are moving far too quickly and I intend to slow them down to a more industry standard pace as soon as possible. I apologize to anyone who received their order before they had time to get anxious about it.
As for the witty confirmation emails. I hear you, laughter in the workplace is a serious productivity issue and I take full responsibility for any joy accidentally caused during your purchase experience. I'll work on making the emails considerably more boring and will update you when I have made sufficient progress.
In the meantime, I would like to offer my sincerest apologies to this customer and to anyone else who has suffered through fast replies, quick shipping and the occasional smile during checkout.
I will do better. Probably not. But I'll try.
Why I actually love this
Here is the truth. When someone writes something like this it genuinely means more to me than a five-star review. Because it means they noticed. They noticed that someone answered their email on Easter Sunday because that is just what I do. They noticed that their order moved fast because I actually care that you get your stuff as soon as possible. They noticed that the emails have a personality because magic is supposed to be fun and so is buying it.Magic & Cards is not a warehouse with a website. It is a place run by someone who is as obsessed with magic and playing cards as you are. When you send a message you get a real reply from a real person who actually knows what a Svengali Deck is and has an opinion about it.
That is the kind of place I'm trying to build. And getting a fake complaint letter that is secretly the nicest thing anyone has ever said about my website is honestly one of the best days I have had since launch.
So thank you, Joel! Truly. I'm going to frame this.
Here is another awesome review
I got another great shout out a few days ago from the amazing John Montes on his YouTube channel. Here is the video:Nothing makes me happier than when someone loves what I do and spreads the word. I work hard to make every order worth talking about. Moments like this remind me it is working.
Thank you, John. You are so awesome!
The Kind of Magic We Want You to Experience
If you have not yet discovered what these customers were so rudely forced to enjoy, come find out for yourself.Browse our magic collection or playing cards, grab something from the sale section or check out our free magic downloads and experience the horrors firsthand.
Warning: some emails may contain humor. I'm sorry in advance.
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Just because it’s Easter Sunday and nobody else in the world is working doesn’t mean that I should have to sit there nearly 300 seconds to receive a reply from you.
Then I had to wait zero business days for you to ship it out to me.
On top of all that when I’m trying to work, I have to deal with your witty confirmation emails, and laughing at them is a big distraction.
Shame, shame, shame on you.
- Joel"