COMC Company Update – September 2021

What a month of tremendous progress and growth for COMC!  Last month, I reported on improvements made to our shipping services. This month, I am excited to share that we finally got through our backlog of customer service tickets and are ready to roll out some exciting new improvements. Our CS team is now equipped to provide you with same-day responses as well as offer real-time support through our live chat service.

Throughout the past year, our CS team has worked tirelessly to keep up with hundreds of new tickets daily and thousands of tickets in our backlog, all the while developing training materials and onboarding new team members. We have heard from you that responsiveness has been a significant pain point. Our continued effort and commitment to improving your customer experience is finally being realized.

With the ticket backlog behind us, we will be investing in quality improvement efforts to deliver the best-in-class customer experience. For the remainder of the year, we are focused on launching our quality assurance program in CS, specialized account management services, and delivering real-time support. In addition, we will engage more with you through customer surveys, feedback programs, and focus groups. We want to provide you with multiple channels to communicate with us about our services.

Not only have we made strides on improving your customer experience, but if you recently placed a shipment request, you likely noticed our shipping times have markedly improved. In August, we broke another record, shipping over 575K items! This is the second consecutive month we have increased our shipping output by more than 15% month over month. For the last three years, we averaged 285K cards shipped per month, while never shipping more than 360K cards in any given month. For the last four months, we averaged more than 465K cards shipped per month. We continue building our shipping team as we clear through our Economy backlog and prepare for Black Friday.

On the Listing Team side, we grew our team of Card Specialists by over 40%. This is a direct investment in increasing our listing capacity. Please stay tuned for further updates as we gear up for basketball, football, and hockey season. With all the recent developments in the Industry, Tim and I remain energized and focused on making COMC your favorite place to collect and the place you can count on to bring joy to your day.

Thank you,

Julia Getsch

– COMC President and Cofounder

COMC Company Update – August 2021

I am happy to report that we made significant gains over this last month on improving our shipping experience. This progress has allowed us to prepare for our first in-person event in almost two years at the National Sports Collectors Convention and will allow us in August to begin focusing on increasing our listing capacity once again.

In July, our young fulfillment team finally hit its stride. We saw increasing numbers of items ship each week and surpassed half a million cards shipped in July!  In my last update, I mentioned our goal was to get our Rushed shipping down to 5 days, and I am happy to report that we did it. We made a key organizational change that empowered the team to be more engaged, collaborative, and productive – an investment in retention. This change also better equipped our team to find and fix problems, which greatly reduced delays. July saw our millionth card pass through our new warehouse automation, which is a milestone demonstrating the scale to which we are now operating. Finally, we implemented a Shipping Dashboard to provide you real-time status on your placed orders, so you can track our progress.

In August, you should expect consistency and expediency in our Rushed and Express shipping services. You should also expect to see ship times steadily decrease for our Economy shipping service. Our goal is to get our Economy service under a month by the end of the year. Just as important, you should see fewer errors, closer in keeping with the standards we provided for over a decade as well as better accuracy in our quoted ship times.

In Q2, we shifted resources from our listing department to bolster our developing fulfillment team. This was never a long-term solution, as our listing facility is an hour’s drive from our new fulfillment facility and required a new level of investment from our staff. We were only able to accomplish what we did because of the dedication and care that our employees have for you, COMC, and the collecting experience. In August, we are investing our hiring efforts and support in our listing team, taking with us the lessons on scalability we learned in fulfillment.  

We are so grateful Tim and our team were finally able to meet with so many of you in person at the National after far too long. Hearing directly from you and brainstorming together has always been an amazing catalyst for growth and change at COMC. We have greatly missed these important interactions during the pandemic and look forward to connecting with you more frequently at upcoming events. I will continue sharing our progress with you, both celebrating our accomplishments and being transparent when we fall short. This is my commitment to our community, and we appreciate your continued support.

Thank you,

Julia Getsch

– COMC President and Cofounder

COMC Company Update – July 2021

COMC Company Update - A Message from the President Julia Getsch, July 2021

As we continue to focus on improving our shipping and customer service experience, I would like to share some important updates regarding our progress.

I previously relayed some challenges we have faced with staffing to support the hobby growth and get established in our new building. Throughout June, we continued adding more than five new team members per week to drive down our shipping times. The good news is that we reduced our Rushed Shipping turnaround by more than ten days in June.  A key focus of July is to get Rushed Shipping back down to 5 days and maintain that consistently going forward.

We discovered a particular growth pain in June that impacted delivery times. Due to an error in our system related to the move, some expensive items and large orders were not appropriately prioritized and, as a result, experienced additional delays. This was exceptionally painful for us, and this system issue is now resolved. Going forward, you should experience consistent improvements in ship times, especially for our Rushed and Express services.

While experiencing delays in shipping, many of you reached out to Customer Service. Those of you who have been with us for a while know that we pride ourselves on having industry-leading customer service and have high standards for our team. We hire collectors, and there is a lengthy onboarding process and learning curve to come up to speed on our one-of-a-kind system. Over the past year, with the industry growth and our compounding shipping issues, our customer service ticket volume has skyrocketed.  Here is what we have done in response:

  • We increased the size of our Customer Service team from 5 to 20 agents.
  • We built training resources so new team members are better equipped with the answers you need.
  • We extended CS support times to provide around-the-clock coverage.

In June, we reduced our ticket backlog from 12K to 6.5K. We are currently responding to 70% of tickets within 24 hours. As we continue working through the backlog of tickets, our CS team’s goal is to achieve a 100% response time in fewer than 24 hours by the end of July. Once we achieve this goal, we will resume offering real-time support during business hours to ensure we respond to and resolve your issues as quickly as possible. The mission of COMC has always been to “optimize enjoyment for collectors.” We are committed to improving your experience and regaining your trust. Tim and I will not stop until COMC is making you smile once again.

Thank you,

Julia Getsch

– COMC President and Cofounder

COMC Company Update – June 2021

From the very beginning, I have been fortunate to be a part of COMC’s growth and continued efforts to optimize your joy in the hobby. Today, I have an important message to address many of the concerns raised over the past few months regarding our current shipping experience.  

In most of our history, COMC has been known for reliable shipping and customer service.  Starting with the launch of our support for eBay auctions, which carried into the global pandemic of 2020, and combined with the tremendous growth of our industry, our ship times have lagged significantly. The most critical factors impacting our ability to fulfill shipment requests have been adapting our processes to operate in the pandemic, a labor shortage as a result of the pandemic, and running out of warehouse space. We are collectors here at COMC and genuinely feel the frustration that shipping delays have caused.

For full transparency, in March 2020, we shipped over 25K packages with an average ship time of under 3 days. While our capacity has steadily increased over the months, our average ship time has gotten worse due to transitioning and onboarding at the new location.  For perspective, in May 2021 we broke a COMC record by shipping over 45K packages; and while this is great news, we are working to get our shipments out in a more consistent and reliable time frame. Rest assured that we have a plan and are committed to getting there.

In the last 3 months we moved our entire packaging department to our new facility where we installed new warehouse automation, and we have improved our recruiting, onboarding, and training. COMC is focused on continued shipping improvements and we thank you for your patience and understanding as we adjust to our new location, team, and equipment. 

Additionally, in response to the situation: 

  • We are currently hiring 5-10 new team members per week with the goal of growing the company to 400 employees by the end of 2021.

  • Every outgoing card is now individually barcoded, which is a tangible, new improvement to ensure accuracy.

  • We have increased our Customer Service support with 10 new hires since February 1, 2021.

  • We have created several new support roles on-site dedicated to expediting orders.

COMC takes the delivery of your valued assets seriously and will continue to prioritize improvements to reduce shipping turnaround times. Company-wide, from top to bottom, our teams are working around the clock to resolve overdue orders.  We truly regret any inconvenience our delays have caused you. 

On a personal note, Tim Getsch (COMC CEO & Founder) and I are on the ground at our new location, working closely with the team to ensure our success. I am committing to reporting the improvements COMC is making every month as the trading card industry continues to grow and evolve. I look forward to sharing these regular updates about how COMC is providing quality and integrity in the delivery of your collectibles. 

Thank you,

Julia Getsch

– COMC President and Cofounder

COMC Social Media 7 Days A Week

COMC has recently added several new content features to engage with on our Social Media, and we invite you to come take a look. Seven days a week, COMC Social Media provides unique card stories, info on upcoming card releases, previews of auctions ending soon, and important company news as we grow. With over 24 million cards consigned to us by tens-of-thousands of sellers worldwide, we have a lot to share and COMC curates the best for you every day on Social Media! Come check out COMC on Instagram, Facebook, and Twitter.

Here’s a brief description about what you’ll find everyday via our Social Media:


Company News and Updates

There is a lot of change in the industry, especially this year. Learn more about the most up-to-date changes and company happenings via our Social Media announcements.


Sports News and Matchups

In the world of sports there are constantly milestones achieved, heated matchups to watch, and even records broken. Check out trading cards connected to the players making headlines.  


Trading Post

COMC presents noteworthy trading cards from beyond the big five conventional sports. From Pokémon to Mixed Martial Arts (MMA), and tennis to wrestling cards, the Trading Post explores the rich diversity of cards in the hobby. 


7 Day $0.99 Cent No Reserve Auctions

COMC Auctions lists new 7-Day, $0.99 no reserve auctions every day on our eBay store. Check out the hottest auctions ending each week on our Social Media! 


Breakin’ News

Updates on new trading card releases, and there are many! COMC provides estimated release dates paired with our experts’ picks on previous year favorites. 


Flip Fridays

On COMC, you can buy and then reprice other people’s trading cards in a few clicks without ever touching or shipping them yourself. Every Friday we share some of the week’s best trading card flips made by COMC users. Tag us in your COMC flips on social media for a chance to be showcased! 


Elite New Arrivals

The COMC Elite service is our premier consignment experience, ideal for high-end trading cards. Each week we share stunning COMC Elite trading cards recently added to our marketplace. 


Rookie FAX

Who doesn’t love Rookie Cards? Every Wednesday, we showcase good value rookie cards currently available on COMC. Rookie FAX cards are chosen for being either iconic, beautifully designed, culturally significant, undervalued, overlooked, or just a solid choice for a first-year card. 


If you enjoy trading cards and want to keep up with the latest news from COMC, please connect with us via Social Media. If you like trading cards, you’ll find something fun and engaging 7 days a week! 

Instagram: instagram.com/checkoutmycards

Facebook: facebook.com/comc

Twitter: twitter.com/checkoutmycards