By Vanessa Williams
Senior Vice President of People & Operations
At COMC, we are committed to serving our community of collectors with reliability, transparency, and care. Recently, we have not met that standard as consistently as we should have, and I want to acknowledge that.
Many of you have experienced frustration with fulfillment timelines and customer service responsiveness. Your feedback has been clear, and we take that responsibility seriously. Delivering a dependable experience is fundamental to the trust you place in us.
We are currently running behind our usual timelines for certain Economy-tier fulfillment services and some customer support responses.
Growth and Scale
It is important to share some context about where COMC is today.
COMC continues to see strong growth in both marketplace activity and seller participation. More collectors are choosing COMC, and more sellers are trusting us with their inventory. This growth reflects the strength of our platform and the passion of the collecting community.
Growth, however, brings complexity.
As transaction volumes increase, the demands on operations, fulfillment, and customer support expand as well. Scaling systems, processes, and teams to support sustained growth requires continuous adjustment and investment. In certain areas, those transitions created strain on specific workflows, which contributed to extended service timelines.
This context does not change our standards. Our focus remains on delivering the consistent, reliable experience our community expects.
Operational Improvements
COMC has been actively investing in strengthening the foundation of the business. We are expanding automation, streamlining workflows, and implementing structural improvements designed to increase throughput, reduce cycle times, and improve overall service reliability. These efforts are centered on building a platform that supports both present demand and long-term growth.
As part of these efforts, we have recently consolidated our Washington operations into a single location. Bringing teams and workflows together strengthens coordination and improves efficiency. It has only been a couple weeks since we completed this transition. We have already worked through some hiccups and are now starting to see some of the benefits of being under one roof.
Operational transformation at scale is complex. While many improvements are already delivering measurable benefits, others require stabilization and refinement over time.
The security and integrity of our customers’ items remain a core and uncompromised priority.
What You Can Expect
Our priorities are clear:
- Improving fulfillment velocity
- Delivering more consistent cycle times
- Strengthening customer support responsiveness
- Building reliability you can count on, order after order
Many enhancements are already underway across staffing, technology, and workflow design. As systems continue to stabilize and capacity expands, you will continue to see steady, measurable progress in performance and consistency.
We will continue making changes to support these improvements. Stay tuned for additional updates that will be announced.
Our Commitment
COMC’s purpose is to optimize joy for collectors. That purpose depends on trust, reliability, and a platform that serves the needs of a dynamic and growing community.
We remain committed to transparency, operational excellence, and continuous improvement. Your experience matters, and your feedback plays a critical role in helping us refine and strengthen the platform.
Thank You
Thank you for your patience, your candid feedback, and for being part of the COMC community.
We appreciate your trust, and we remain focused on earning it every day.