We heard you.
Here's what we changed.
Some of you had a frustrating experience with us — delayed orders, confusing tracking updates, and unclear production timelines. You were right to be frustrated. And you deserved better.
Over the past months, we received feedback — through emails, reviews, and community posts — that painted a clear picture: our logistics weren't living up to the standard our products are held to. We took that seriously. This post is not a rebuttal. It's an honest account of what went wrong and the concrete steps we've taken to fix it, with dates attached.
We're sharing this publicly because you have every right to know what to expect when you shop with us — before you place an order, not after something goes wrong.
What we changed — and when
Four real improvements, implemented across 2025. Here's the timeline.
We parted ways with the logistics partner responsible for most of the delays and customs complications our customers experienced. Orders now move through FedEx's dedicated international network — fewer handoffs, real-time tracking, and far greater reliability at every leg of the journey.
Customized products — monogrammed pillowcases, bespoke color orders, made-to-order sets — require additional production time that wasn't always clearly communicated at checkout. We've updated every product page and the checkout flow to display honest production timelines upfront. What you see at the moment of purchase is what you can genuinely expect.
We opened a dedicated feedback channel that routes directly to our management team — not just our frontline inbox. If you have an unresolved concern, a serious complaint, or simply want to be heard, you'll receive a substantive response within 1–2 working days from someone with the authority to make it right.
We established a domestic fulfillment warehouse in the United States. For the majority of US orders, this means your items ship from within the country — no international transit, no customs clearance delays, and a realistic 3-5 business day delivery window. This was the single most impactful structural change we could make for our US customers.
We also want to acknowledge something uncomfortable: when some customers tried to share their experiences publicly — on social platforms and review sites — those voices weren't always handled with the care they deserved. We've reflected on that. Critical feedback, even when painful to read, is the most honest signal a company can receive. We won't suppress it. We'll use it.
Have something to tell us?
Whether it's a past experience you never felt heard about, a question about your current order, or a suggestion for how we can do better — our management team wants to hear from you directly.
Write to us directlyWe respond to every message within 1–2 working days.
Promeed was built on a belief that everyday luxury — the softness of silk against your skin, the quiet pleasure of a well-made bed — should be accessible, reliable, and honest. We lost sight of "reliable and honest" for some of our customers, and we're sorry for that.
The changes above are our commitment to earning that trust back — not through words, but through the experience you have the next time you order from us.
Thank you for holding us accountable. It made us better.
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