That’s the thing, the way this situation was handled was all wrong. You are rewarding subscribers who stayed “loyal” while the company itself wasn’t very transparent about what was going on. Most us subscribers only found out about the “ecchi option” being removed via other subscribers on the forum posting about it, or contacting support to ask about it after finding the “ecchi” items not in their march box. There was no indication of if or when the “ecchi” option would return if ever, only the vague “due to US laws” response when they went out of their way and contacted support to find out what was going on.
Many users unsubscribed to the box, and rightfully so, as they were no longer getting the product they signed up to receive with no indication it would ever return either. I don’t blame them for unsubscribing.
This tactic of just changing the box on users with no warning really damaged the reputation of the box overall, and could have been avoided with a simple email to those who were subscribed to the ecchi version of the box to inform them, or at the very least an insert in the box explaining the situation.
Now rewarding subscribers who was “loyal” and didn’t unsubscribe just feels like a big middle finger to those who subscribed for the ecchi version of the box only.
I’m not in charge of the company, but this does not seem like a very good way to win over or help with your brand reputation, as I’ve seen users who may have re-subscribed to the box once ecchi returns, now decide they may not re-subscribe at all now, like @CyberCaster up above had posted.
This whole fiasco was bad overall and if the US Age Verification Laws reason is correct, couldn’t be avoided, but the way it was handled and still being handled is doing even more damage to the brand overall from an outsiders perspective. Things that need to change and what should happen is the following.
- Transparency: be more open as to what is going on with the box, you have everyone’s email on file… use them! Not just for advertising but to let people know about major issues like this going forward. Yes people may still unsubscribe but they will not be as upset about it possibly and their good will towards your brand is still in tact. I can forsee in the very near future with all the tariff stuff going on that there many be future issues, keep people informed! Even a simple flyer in the box is better then nothing!
- Rewarding others for being loyal when the company wasn’t. A better approach would have been along with the offer to those who stayed subscribed to extend the offer to those who did end their subscription to return by offering them the bonus ecchi merch that was missed as well if they come back and re-subscribe, when ecchi does return officially. When they unsubscribed they did not know if or when ecchi would ever return, and many only subscribed for the ecchi content.
- “I won’t send out an announcement when ecchi returns, but it’s very soon”, Again this goes back to transparency, let people know! The word “soon” is very vague, so it’s best to keep people informed. I was given the answer of “soon” years ago when it came to asking for a “Rachnera” figure in the box one day and was told “she is coming soon”, that was 3 years ago. Emails are free, keep people informed, as there is no real reason not to send out an announcement when ecchi returns.
As a company, good will towards your subscribers can go a long way to help a company thrive, as people don’t need to subscribe to your box to exist and have options (your competition). But as a business, you need subscribers to exist, and creating bad public relations for your brand by keeping subscribers in the dark about what is happening with the box isn’t a good idea. I’ve been a subscriber myself since July 2019, which is coming up on 6 years and seen my fair share of incidents with the box over the years, such as the cast off Rem figure incident, Black Friday exclusive figure incident, etc.. just to name a few. As a company and brand, please do better, I would rather see this company thrive because I still enjoy the box overall, but incidents like this only hurt the brands reputation. And as a subscriber and paying customer, I feel I have the right and obligation to point out issue when I see them.