Christoph B.
Looking forward to my orthotics.
Waiting to get my order.
Response from Bilt Labs | Custom Orthotic InsolesMay 3, 2023
Good afternoon, Although we have never had an individual have an issue such as yours, I can understand how someone could take our emails a certain way if they do not understand the behind-the-scenes process of us as an orthotic lab and what is involved, so for that, I am sorry. Please know there is never a hold or delay on orders and we have to have a cutoff time (3 Days) so as not to interrupt the process and flow that has already begun. This does not mean we are not working on one of the many aspects taking place prior to the physical build. This is our window to confirm with you. Below I would like to provide you with our process so you can get a better understanding of why we sent you 3 emails about the Add Ons and Rush Program and what is taking place. The following takes place immediately upon receiving your kit: 1. Processing and reviewing your tracings/inserts and paperwork. 2. Scanning and creating the 3D image of your feet molds into an STL file. 3. The specialist going over the paperwork you filled out. 4. Review your tracings, insoles, and foot images if provided. 5. Send all documents into your file for the Podiatrist to review. 6. Design of the orthotics in the software. 7. Final review of your orthotic design. 8. Choosing and confirming the best material per your needs and more. Again, this takes place prior to going to fabrication for the physical build & during this time we do ask if a customer wants to do an add on. So this situation puts us in a "Catch-22". If we do not offer this Add On discount upfront via email then customers try to get the package discounted rate after their orthotics have been completed & delivered. This is not possible as the lab and fabrication team has to essentially restart everything from the processing, fabrication, shipping process, and quantity/design order in our system. In addition, if we do not send the email offer, then customers believe we only want to sell them the more expensive Reorder process and we are trying not to give them the discounted package pricing available when originally placing an order. This is where our dilemma comes into play: 1. If we don't send the emails: Customers feel they were not informed or that they didn't get the add-on offer stating they were unaware of the offer because we only sent the 1 email they did not see. or 2. If we do send the email: A customer may feel 3 emails are too many and think we didn't start the process until that email is responded to, which is inaccurate. At the bottom of the email you are referring to you will see we state: "Note: your original order is on schedule. Your original order is not/will not be delayed by this email or your response to add/not add on any pairs. ". The 3 emails align with our timeline to maximize the customers' opportunity to see the email offer and decide before being too late in production. We try to make everything as clear as possible in all correspondence, it is not meant to be taken in a negative way but more of a reminder as most emails are not opened by customers. The Rush Program is designed for those with emergency needs and is utilized mostly by doctors. At the end of the day, we focus on and do all we can to satisfy and adapt to the multitudes of different patients and their needs to the best of our ability. Note: As an update to your order, I have personally checked and confirmed that you are on business day 7 in the process of design and build and on schedule. I do know that our lead time of 14-21 days beats 90% of all labs and doctors that produce a true custom orthotic and we do everything we can to make sure we hit these dates. Please know we take this timeframe very seriously as we know patients are anxious to receive and need their insoles. Again, I am extremely sorry you feel this way about emails and hopefully, this email gives you a better understanding and clarity of how the process works on our end and why we sent you the emails.