In the summer of 2022, we took over a successful e-commerce company. We decided to keep the existing structures – including the fulfillment provider.
After an initial visit, everything seemed promising: orderly processes, clean warehouses, the assurance that peak periods could be handled without any problems.
But this facade quickly crumbled. By October, we noticed delays in shipping, support requests increased, and in November, the system completely broke down.
Orders were not shipped, inventory was recorded inaccurately, and customers were rightly angry. The fulfillment provider lied to us, ignored calls, and printed labels without shipping the goods.
- Thousands of open orders and massive customer complaints.
- Payment providers like PayPal froze our funds.
- Marketplaces blocked our accounts.
- We lost control over our inventory.
- And the ad budget went up in smoke.
We were backed into a corner – a scenario that would have meant the end for many start-ups.
On Black Friday 2022, one of the most important days in e-commerce, we decided to take back control.
With two trucks, we cleared out our entire warehouse – under chaotic conditions. Aisles were blocked, and weeks later, customers were still finding our goods there.
Back in Saarbrücken, we set up a temporary storage facility, spontaneously hired ten helpers, and shipped the orders ourselves. The situation was chaotic, but our team showed impressive resilience. Everyone pitched in where it was needed.
Two things saved us:
1. Our tireless team, which worked with incredible dedication.
2. The financial support of Marvya GmbH, which saved us with a six-figure loan.
