9.11.
Technical Upgrades And Delivery Disturbances
We are aware that amidst the technical upgrades we have been implementing, some customers may have experienced issues with their orders such as tracking order problems or delayed deliveries. Firstly we just wanted to apologise for any inconvenience caused to you and your training and secondly we wanted to assure you that these issues have only affected a small percentage of orders and we have been, and continue to, work tirelessly to resolve matters and that service is expected to return to normal very shortly.
Also as well as resolving the issue as a whole we will also be contacting those customers who have already been affected to ensure any complications they’ve experienced are now corrected.
Again we’d like to apologise to those who have been affected and thank you for your patience during this period.
MP
19.11.
It's no secret that we have been suffering some delivery issues over the past couple of weeks. We have constantly been working to resolve these issues and have been contacting affected customers as and when we have solutions to their problems.
An issue between ourselves and our courier partner DPD has arisen and we have launched a thorough investigation into this over the weekend. We plan to make an announcement later today with an explanation and solution to these problems, which will help to relieve the service issues experienced by a number of customers.
Thanks,
MP
20.11.
Service Update: Customers who placed orders via DPD that were previously untrackable have now been given a full refund plus replacement orders have been issued. All affected customers have been contacted by email.
Other orders which have experienced delayed despatch have now also been pushed through so we hope that those of you who have been experiencing delays should receive your items very soon. We apologise for any inconvenience caused by these delays and thank you for your patience over this period.
21.11.
As we are in the process of migrating to a new, improved system, we wanted to update you with a couple of changes to our service that differ from our usual delivery routine.
No More Despatch Notes
As of now, you will no longer receive despatch notes with orders; however you will receive a despatch email which outlines the exact products which have been shipped. In a couple of weeks’ time, customers will be able to log in to their account and see exactly which items have been despatched, which we hope will minimise confusion surrounding perceived missing items and despatch delays.
Part Shipping
We have also moved to a part-order despatch system which should ensure a more responsive, robust and user-friendly service for all customers. Items in stock will be despatched immediately and on the rare occasion that an item is out of stock, the missing item will be despatched separately on the very day that it becomes available.
We’re confident the new system will be a big improvement and we hope you enjoy the changes.
Thanks,
8 hrs ago

Customer Service Update:
Obviously many of you are raising concerns over customer service and perceived lack of contact. As you can imagine, the technical issues associated with the effects of migration have led to an astronomical increase in the number of customer service enquiries we have received. We wanted to provide an update on our customer service team and assure you that they are doing ev
erything in their capability to resolve all issues as quickly as possible:
• We have put on an additional overnight shift meaning our team have been working 24 hours a day to resolve all issues. Whilst the phone lines will not be available after our usual office hours, the extra evening shifts will allow us to get up to date with all email enquiries as quickly as possible.
• We have taken on additional support staff to help deal with the large number of enquiries.
• We also have translators working overtime to help us work through enquiries from overseas customers.
• With delivery issues comes frustration and recently it has not been uncommon for CS operators to be on the phone for up to 50 minutes with a disgruntled customer, which is perfectly understandable and we wouldn’t want to cut short customer feedback, regardless of whether positive or negative. However, some of the longer calls have resulted in delays for other customers in the queue. Please remember, our customer service team are only human and are all doing the best job they possibly can.
We wholeheartedly apologise for any inconvenience caused by these delays and we hope the information above will provide an insight into the task our team our currently facing. Thank you for your patience and please rest assured that we’re doing all we can to resolve these issues as swiftly as possible.