Tuesday, 31 March 2020

Mr Fothergill's Customer Update

Service Update 31.03.20

Dear valued customers, families and friends,

Don’t worry we haven’t forgotten you.

We’re sorry it’s taking so long to send your order; over the last 14 days we have seen a 10-fold increase in demand.

Many of our brilliant and experienced warehouse team have had to temporarily leave us to look after their children or because their age made them more vulnerable. In other safeguarding measures, we have had to close our call centre and stop taking phone calls and have adopted distance working rules.

What are we doing about it? To create more space, we have had to completely clear an existing warehouse. We have ordered and installed extra racking, packing benches, computer equipment, scanners, and electrics and have had to move lots of stock!

From tomorrow we will be moving to 24hr despatch. We have had to recruit new people to help on these extra shifts, who need training and support. Our depleted warehouse team have been split accordingly and will take a bit of time to get up to speed. And with important distance working and hygiene measures, everything takes longer too.

We are doing our best under very challenging circumstances; we know how important gardening is especially now in these difficult times. We desperately want to get your order to you as quickly as possible, but we’re sorry that you may have to wait longer still.

We send oldest orders first and are currently despatching ones placed up to 21st March. Even in these unprecedented times, some customers will find this unacceptable and for that we apologise. If you do wish to cancel your order, please click here and get in touch.

If you can wait a bit longer, it’ll be worthwhile. We will get to your order and we think the measures we’ve introduced will start to speed things up soon.

We thank you for your patience and understanding and wish you all the best and good health.

Please stay safe and well.

John and Dave

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