To all our customers, we would like to take this opportunity to provide you with an update amidst these very difficult and extraordinary times.
Firstly, we would like to apologise for any delays and frustrations that you may be experiencing, and we would like to provide you with some reassurances moving forward as this situation progresses.
We are continuing to experience unforeseen and unprecedented demand for our range of anti-bacterial and sanitiser products, helping to supply key areas right across the Nation and this has meant as a company we are also continuing to face into extreme challenges on a daily basis. This demand on our production combined with our responsibility to prioritise and provide primary and secondary care sectors has meant customers are unfortunately experiencing delays that are outside of our normal service levels. This compounded with the nationwide lockdown and restrictions has had a massive impact on operations, delivery mechanisms and efficiencies. Our team of front-line workers are facing into these challenges vigorously, with heart and under incredibly difficult circumstances, with a reduced workforce due to the very understandable government limitations and restrictions.
However, this aside, we want to give all our customers clear information on what they can expect…
For existing orders: We are working through backlogs and existing orders are currently 3-6 weeks behind.
For refunds requests: Refunds are being issued. The quickest method for customers is to email a refund request to email@example.com as phone lines are extremely busy. We will guarantee your refund where applicable but please bear with us as we are managing extremely high volumes of customer communications every minute. If you have already requested a refund it will be in our system and it will be handled. We are currently working hard and fast through a back log and customers making the same refund requests multiple times will unfortunately slow the process down, so if you have already requested your refund then again please bear with us.
For new orders: Currently we are not taking further orders for certain products and we expect these delays to continue for the foreseeable future. Deliveries of any new orders will experience delays as indicated at the checkout.
If you still need further info or wish to contact our team and it’s absolutely necessary, then please call 01274 024855.
We are doing our upmost to increase performance under these unique circumstances and we hope this provides a little clarity in generally uncertain times. Thank you for taking the time to read this service update and thank you again to all customers for your continued patience.
Best wishes and good health,
The Cleaning Club Team