Update - Recycling, Dispatch and Payments
Hey there! It’s been a little while since we’ve done an update on the current situation in regards to dispatch and recycling, so we thought we’d do another community update to explain what's going on.
You may recall that over the past months, we’ve been posting updates in regards to the situation with orders, recycling payments and dispatch - our last update explained that we are now starting to get on top of the backlog of payments with recycling as well as installed a new phone system to help even the flow of queries you may have called in.
We’re pleased to say that by the end of these next few weeks, all recycling payments should be resolved and back on schedule. If you’re still waiting to hear back about the status of your payment, feel free to get in contact with us via email at firstname.lastname@example.org. Please bear in mind with emailing in that we aim to respond to all emails within 24hrs - however, as explained in our previous post, repeated emailing resets the position of your query to the latest batch which in turn takes us longer to respond. We’ll get back to you as soon as we can within the 24hr time frame.
Another alternative is getting in contact with us on ‘Live Chat’ where you can communicate with one of our support agents in real-time.
Click here for Live Chat!
To all of those waiting for payment, we fully understand your frustration and can only apologise for the delay in funds.
For those waiting for their orders to be dispatched, we currently have a delay with our dispatch system which is creating a backlog with orders. We are planning on sending an email with updates to all of those affected with the delays and will continue to keep you in the loop in regards to the status of your order.
We appreciate your patience with this matter and will do our best to get your order shipped as soon as possible.
The phone lines.
Some of you may remember us stating that we were investing in upgrading our phone system to cope with the growth of the company to sustain and support more customers - this has now been implemented, but some of you have reported an issue where you may be cut off after 90 seconds of the phone ringing. We’ve now raised this with our network provider and they are currently looking into the issue.
For now, we’d suggest getting in contact via email & live chat for the fastest response to your questions.
Again we can only thank you for your patience in this situation and fully understand your frustration with what's going on. Transparent communication has been less than desirable on our part and we aim to increase the way you can stay in the loop and effectively track your order and payment.
All in all, it’s been a rather chaotic few months with a multitude of issues spanning across multiple departments, but rest assured that we are working through the issues as fast as we can.
Overall, the majority of customers aren't affected by these problems but we know those of you who have been experiencing these issues have been for a while.
The good news is this - we’re hearing you. We know that the level of service many have received is not to the standard we wish to provide and we’re sorry for that. We are taking all your feedback onboard across all our networks and are having regular meetings on what we can do to resolve the issues.
Our current goal is to have the majority of these issues buried and sorted by the end of November and back to normality for the Christmas period in December.
Needless to say, we’ve learnt a lot about what we need to look into improving and look forward to sharing more details on how we’re planning on improving over the next few weeks.
Wow that was a long read, if you got through to the end you fully deserve a cup of tea and a bourbon biscuit.
As a final note, we’d like to extend how much we appreciate your patience and understanding of the recent situation and can only apologise for the delays across the board.
Many thanks and have a good day!