We understand that it has recently been difficult to get through to our customer service department, and we would like to apologize for the impact this is having on your business. Unfortunately, we have experienced some turnover in our customer service/technical department and an unexpected leave of absence due to a family emergency resulting in delays in responding to incoming requests. We would kindly ask that you be patient with our customer service team, who are working hard to answer your calls and process incoming orders as quickly as they possibly can.

We are in the process of hiring additional customer service and technical representatives to rectify the situation. We expect response times to improve in the coming weeks as our new team members get up to speed. In the meantime, it may take a little longer than usual to get back to you but please know we will respond to every request. 

We also recognize that many of you are looking for ETAs on open orders before the upcoming holiday season. To help with this, we will send you a backorder report with updated ETAs by the end of the week. As a reminder for new orders, Crosswater inventory levels are available through our Fusion page.

We understand what great customer service looks like, and we will continue to use that as the standard we will always strive for. In the interim, we thank you all for your understanding.