Customer update – 17th March

Update: Wednesday 16th March

We’re really sorry if you’ve waited longer than usual for us to process your return. Your patience has been very much appreciated and we sincerely apologise for any inconvenience the wait may have caused you.

We’re pleased to confirm that we’re now right up to date with processing returns, so unless your return is very recent, it will now have been processed.

  • If you paid by credit/debit card, we have now processed your refund to the card originally used to pay for your goods. If the refund transaction failed, we will have contacted you separately to advise you of this. If you haven’t heard from us, then your refund is complete and will appear on your card statement in a few days.
  • If you paid by PayPal, a member of our team will contact you by phone to arrange your refund. Due to a change in the payment types we accept, we’re no longer able to process PayPal transactions so instead, we’ll ask you to choose to have your refund paid to either a credit/debit card, or directly into your bank account by same day transfer. **Please don’t email us with credit/debit card details as this is potentially insecure**.

Once again, many apologies for your wait.


Update: Monday 14th March

Following a busy working weekend here at Dabs, we’re pleased to report that good progress has been made in returning to our usual levels of service.

As reported on 9th March, we’re now right up to date with shipping orders for in-stock items.  In cases where goods were out of stock at the time of placing your order, the stock has been ordered to fulfil it and in many cases, has already been dispatched to you.  Unless there’s a general UK-wide shortage of the item you ordered, we’re expecting the balance of stock to fulfil outstanding orders today/tomorrow, which means goods should arrive with you by Wednesday if not earlier.

Whilst things are quickly returning to normal, we’re still experiencing higher than usual levels of enquiries into our Customer Services team.  We do appreciate your patience if you experience a wait – we will respond to your specific enquiry as soon as we possibly can.

We’re really grateful for your understanding and patience and sincerely apologise once again for any inconvenience caused.


Update: Monday  9th March

Many thanks for your patience whilst our team have been clearing the backlog of orders we told you about in our earlier posts.

As reported on Monday, we planned to dispatch the remaining backlog of orders early this week and anticipated that most customers would take delivery of their goods on or before today. Whilst we did dispatch the lion’s share of the backlog on Monday and Tuesday, a few orders have only left our warehouse today, which means you should take receipt tomorrow.

To prevent customers from waiting any longer than necessary, we’ve now shipped all order lines for items that are in stock (provided of course your payment has cleared). This may mean that part of your order is still outstanding. Please check your delivery note for full details.

If your order has been partially dispatched, there’s no need to contact us. Unless there’s a general UK-wide shortage of the specific product(s) you ordered, we’re expecting the stock imminently and should be able to dispatch the remaining lines of your order before the end of the week. We won’t make any charges for delivery when we do this.

A number of customers have asked us about the status of their return. We’re pleased to report that we’re also now catching up in this department and expect that returns received in the last 48 hours should be processed by the end of Friday. We’ll email you with details of your specific return as it’s dealt with.

Once again, sincere apologies for the inconvenience caused and thanks for waiting.


Update: Friday 6th March

In our blog post on Friday we told you about slow running processes which caused delays to some customer orders following our migration to a new integrated ERP system over the weekend of 26th & 27th February.

We’re pleased to report that the work we’ve done to improve this from Friday 4th March was successful in addressing these issues, and arrangements are now in place to clear the backlog of orders.  Many orders were processed this weekend, and we anticipate we’ll dispatch the rest early this week.  So, if all the lines on your order are in-stock and your payment has cleared, your goods should arrive on or before Wednesday.

Thank you once again for your patience whilst we return our service levels to normal and sincere apologies for the inconvenience this issue may have caused


Update: Friday 25th February

As many of you are aware, we took dabs.com offline over the weekend of 26th & 27th February whilst we migrated to a new integrated ERP system.  Whilst the majority of the transition went well, some of our processes have since been running more slowly than we expected.  This has caused a backlog affecting a small number of customer orders and has highlighted the need to change some of our processes to run faster.

Most of these are now being resolved, whilst a performance upgrade due to roll out tonight will allow us to start clearing the remaining outstanding orders over the weekend.

Because of this, our customer service team has been dealing with a higher volume of queries than usual which means you may experience a delay in receiving a response from us. But we will respond to you. We appreciate your patience and understanding in the meantime and apologise to everyone who’s been inconvenienced by this.

In the meantime, additional customer services staff have been made available to help respond to customer enquiries, whilst our warehouse and delivery staff will be working this weekend to help clear the backlog.  A few specific points to mention:

  • If you paid for next-day delivery and we weren’t able to meet this, we will refund you the next day charge
  • If you’ve emailed us, we will definitely respond to you
  • If you’re unhappy with our response, please tell us. We will aim to fix it

Migrating an IT system as large and as complex as ours was never going to be easy (dabs.com processes thousands of orders a day!) and while we tested for all eventualities, there’s always the odd challenge that will only show itself once the system is live and being used.

We’re confident we’ll catch up and respond to your outstanding queries soon, and that in the long-term you’ll see the improvements our new system will provide to our overall service. If you’re experiencing any problems, be sure to drop us an email on assistance@dabs.com.

Thanks for your patience while we work through this.

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