Further updates on how COVID-19 may affect the delivery of your Urban Brew orders
Hey it's Toby here again,
I hope everyone had a wonderful Easter weekend, despite this Easter being a little less exciting than previous years!
I just wanted to give you all another update on how the COVID-19 situation is affecting the business and the delivery of your orders. Things have changed so rapidly, and it's been difficult to wrap my head around the current circumstances and accept all these changes in my life and the business. With that being said, I'm feeling positive seeing that Australia is on the right track, which is making me feel more comfortable in our temporary reality.
The past few weeks at Urban Brew has been crazy, particularly the first couple of weeks when this situation blew up. We became overwhelmed and really struggled to keep up with the spike in orders, but we've since hired extra staff in multiple departments, and have more team in the packing room across a morning and afternoon shift to get your orders out in 24-48 hours.
Whilst things have calmed down on our end, we're still faced with problems with Australia Post. Whilst they are doing their absolute best to keep up with the huge influx of orders, there is no denying that they are struggling and their freight network is clogged up. Their fulfilment centres are literally overflowing with orders, as more people have moved to online shopping and are ordering bulkier items like gym equipment. The spike in orders is larger than what they were dealing with during Christmas time, which is just insane!
They've also had to outsource to other distributions owned by other businesses, which means some orders aren't travelling through Australia Post's usual facilities. This again adds to the delays and means there are less tracking updates, which makes it seem like your order isn't moving along or has gone off the grid. This is super frustrating for everyone involved, but until things settle down, this is unfortunately going to be the new reality of online shopping.
On top of all this, there is also the issue of most domestic flights being cancelled. Australia Post particularly relied on domestic flights for orders sent with express shipping, and with these flights being far less frequent, express orders can no longer get to their destination overnight as they are travelling by road. Express orders are still being prioritised, but they aren't likely to get to you as quickly as they used to.
With all this being said, please trust that we've done everything possible from our end to get your order to you. My advice to you is to place all your online orders in advance to allow for delays. When I say in advance, I'm talking at least 2 weeks before you need it, so you'll have one less thing to worry about.
If you're like most people, you can't function properly without coffee, so please don't allow yourself to get low on pods! If you're on a subscription and you're concerned about your order getting caught up in delays, the good news is that you're not locked into your monthly billing date. You can bring it as far forward as you please! If you aren't sure how to do this, please check out our blog on how to edit your subscription HERE
If anything else changes, we will keep you updated. If you've read through our blogs and you're still concerned about your order, or need to chat about anything else, please shoot through an email to email@example.com or give us a call on 1800 875 495 - we are experiencing a higher than usual volume of enquiries, but we promise to get back to you as soon as we can!
Toby Strong (aka The Podfather)
Founder & Customer Happiness Specialist