I would like to preface this with the statement that I love the premise of Massdrop and what they have done, especially for the audio community. However, things are on a downward spiral in terms of customer satisfaction.
A combination of sudden price increases (in the middle of drops), terrible UI compared to the previous style, and awful customer service when drops are delayed has made me lose faith in this company. Even worse is the fact that many community members have expressed displeasure about these issues and there has been no response from any representatives of Massdrop . There is growing disconnect between this company and their customers.
A price increase on your most popular products when your premise is"consumer driven commerce" seems contradictory. Opening pre-orders for a product where only 500 units are available when 15,000 people have requested it, then only sending out an email about this hours after the drop has ended is dysfunctional. The list continues.
I loved this company due to the fact that I felt as though it actually listened to the feedback of the community and tried to improve. I do not get this feeling anymore and I think there are others who can relate to this feeling. While sales may not be negatively impacted immediately there is the very serious risk of increasing customer dissatisfaction and decreasing customer loyalty. This will ultimately lead to decreased sales long (or the reduction in potential for growth of sales) and hurt the brand name.
You can not have consumer driven commerce when the voices of the consumers fall on deaf ears. I hope this changes soon.