We are experiencing a very high volume of calls and emails regarding late deliveries with the Royal Mail. Due to the number of customers that are being affected by these delays and our team at Canabidol™ HQ being overwhelmed with request for information on these deliveries. We felt that is was important to make a formal announcement regarding the situation and keep you up to date with the hard work our team is doing to make sure this never happens again.
So what’s the problem?
In all honestly, we don’t know. We have been pushing the Royal Mail for some answers, but all they can tell us is that the items are progressing through their network and that they will be delivered. We can assure any customer that have been affected by these delays, that their items will be delivered and are confident enough to guarantee that if you item is lost by the Royal Mail in the UK, we will refund you for you order and also reship your order to you free of charge. This is our promise to you.
How did this happen?
We have never had issue with the Royal Mail up to December 2016, with their delivery network processing about 20% of our orders successfully, on time, without any issues.
The majority (80%) of orders up to December had been processed through the Amazon Fulfilment Network. We only ever used the Royal Mail when sufficient stock was not available in an Amazon Warehouse to fulfil our orders. Our delivery record throughout 2016 was flawless, we had no complaints and our customers rated our delivery speed highly.
We have always prided ourselves on our dedication when it comes to dispatching order. Come rain or shine. Every single order we have ever received has been picked, packed and dispatched the same day.
Then we had a major shake up to the logistical side of our business in December. Amazon made the decision not to support CBD product through their network, or on their UK marketplace. This left us relying on The Royal Mail to process 100% of our orders. Which would not have been a problem had it not been for industrial action by Royal Mail workers in this same month and the busy Christmas period. We started noticing some delay with a small proportion of the deliveries and had hoped that these delays would be temporary and normal business would be resumed in the New Year.
Although these delays do now seem to be clearing, we are aware that there are still some customers that have been waiting many days for their items to turn up.
What are we doing about it?
We find this whole situation completely unacceptable and have already made the decision to terminate our contract with the Royal Mail.
The service provided by them is not a service we wish to associate our brand with and we are working hard to make sure this never happens again. This is not something we can do overnight, however the aim is to discontinue the Royal Mail services by the end of January
So what is our plan of action?
1) We have already removed the next day delivery option from our site, when we say next day we want you to know we mean next day. (Don’t worry, it will be back soon)
2) Further to this we are guaranteeing that all items sent with the Royal Mail will be delivered, if they are not, we will refund you and resend your order free of charge. This is our promise to you.
3) We are also happy to announce in the coming weeks we are introducing a 2 brand new courier services for the UK.
Next Day Guaranteed Delivery: with a 1 hour delivery slot, SMS notifications and real time tracking door to door, all being provided by the UKs highest rated and most reliable delivery network
72 Hour Courier Delivery: A more cost effective delivery that still benefits from door to door real time tracking and delivery confirmation.
What’s more we have 2 new international courier options also.
Express Guaranteed Courier: 2 day delivery to the U.S. door to door real time tracking and delivery confirmation
Economy International Courier: 5-7 day delivery to the U.S, door to door real time tracking and delivery confirmation
4) Full transparency, from the moment you order to delivery at your door
Further developments include an improved my account area on our site, where you can view all your orders, the tracking information and the order status. This went live today. (You will need to create an account when checking out to access the My Account Area)
We are also developing a bespoke tracking portal for our customers, which will allow you to see in real-time when an order is received by our warehouse, when it is out for picking, when it is being packed, the time it is dispatched from our warehouse through every step of the delivery process to being delivered at your door.
When it comes to ordering from Canabidol™ we want full transparency for all our customers. Our aim has always been to create a brand that you can trust. Our commitment to excellence and dedication to quality are encompassed through all of our core brand principles.
Our company is driven by one thing… passion; a passion for CBD, a passion for our products and a passion for our customers.
Our company wasn’t designed to be a shooting star that fades as quickly as it appeared, but a lasting establishment that our customers can depend on for years to come.
We hope any customers affected by the recent issues with the Royal Mail will accept our sincerest apologies for any inconvenience this has caused. Our team is working round the clock to make sure this never happens again.
On a final note: We would like to offer anyone that has been affected, a discount on their next order as our way of apologising for these delays.
The Canabidol™ Team.