DELAY IN CUSTOMER SERVICE
It's only January, but already there has been a lot happening. Our Customer and Business Teams have been doing their best to catch up with public holidays, staff absences, and downtime from the phones and emails for important staff connections. We want to keep you in the know of where things are, so here's what you need to know:
- Currently, it takes up to 5 business days to get to email enquiries. While we know all communication is important, we are working through the emails that require immediate action first. The team are doing their best to reply as quickly as possible.
Here are some ways that you and your Customers can help us out by using all our resources to help find your answer!
Did you know you can track orders using the consignment details in the Shipping Confirmation email – or via your order history?
Use the Live Chat to view our FAQs and Articles - Live Chat now has a search box to type your question into, and you will then get up to 10 responses that match the enquiry best. Please remember that these articles are from our Help Centre and entering a search does not initiate a Live Chat which means you can search anytime.
If following up on a previous enquiry please do not create a new enquiry – find the original ticket you were assigned and use that.
Most importantly, if your issue has been resolved, please let us know via that original ticket so the team can move on to the next enquiry.
All of these things can help reduce basic enquiries, leaving the teams to deal with the really critical issues and get to you sooner!