COVID 19 Delivery schedule and updates

Posted on 17th March 2020 by Categories: Blog, Malt Miller Info Tags: , , ,

As the situation with COVID-19 is changing daily ( hourly? ) we have to adapt to challenging working conditions. Our usual “order by 12pm for next day” can not be promised as there are factors that are out of our control. This page will be updated daily to keep our customers as fully informed as possible.

Tuesday 7th July

Website open for all orders.

Monday 6th of July

Due to the large volume of orders placed over the weekend we have had to suspend taking any further orders that include malt or recipe kits. Items in your basket will remain there until we open for these orders again. Please check like our Facebook page and check there for updates on when the site is reopened.

Friday 3rd of July

Monday 29th June

To keep to our 48 hour order deadline and our high customer service, we are suspending the malt orders just for a short time. We will update as soon as possible. Malts will still be able to be placed into your basket ready to checkout when reopen.

Tuesday 23rd of June

Website open for all orders.

Monday 22nd June

To keep to our 48 hour order deadline and our high customer service, we are suspending the malt orders just for a short time. We will update as soon as possible. Malts will still be able to be placed into your basket ready to checkout when reopen.

Friday 12th of June

Site fully open for orders

Thursday 11th June

Website open for orders not containing malt, we have suspended orders for malts just for the time being to allow us to catch up.

Thursday 4th June

Website fully open with 48 hour order processing.

Wednesday 3rd June. Quick update.

To keep to our 48 hour order deadline and our high customer service, we are suspending the malt orders just for a short time. We will update as soon as possible. Malts will still be able to be placed into your basket ready to checkout when reopen.

Quick read about the order process at present:-

  1. Orders are being taken as per normal at this time. Please take note that we are not able to despatch to a 12pm order deadline at the moment.
  2. When customers receive the email from DPD saying they have your parcel please ignore it. It simply means that we are working on your order.
  3. Take notice of the DPD text / email that gives you a time slot for your delivery.
  4. Please understand that it is almost impossible to amend any orders at present.

For more detailed explanations of the above, please read below

 

Update on Order processing and delivery timings

So at this time we are now processing and shipping orders within 48 working hours, the courier network is holding up well and most deliveries are arriving next working day, but we would always recommend giving it a little more time just in case there are some regional variations.

The level of demand hasn’t declined, and it seems that everyone is really making the most of this time at home to build on their brewing experience as well as having more people take up this wonderful past time.

Keep safe.

Order Processing – 48hrs+

As mentioned at the start, we are currently turning orders around within 48hrs (working time), DPD has increased the collections from us to help support and ensure we are getting the most amount out each day. So UK customers from ordering,  should receive their orders within 3-4 working days, European customers have also reported receiving parcels in 3-6 days.

What we would also say, if you are ordering liquid yeast on a Thursday, please consider adding an ice pack as it might be sitting in the warm courier depot over a weekend.

DPD notification email – The First email

When we print your order off our site this automatically generates a DPD notification saying you can expect your parcel the next day, in the current situate please ignore this email, in most case you will not receive the order the next day. Take this email as notification that we are working on producing your order, picking and packing and building an order can take 24-48hrs depending on the complexity of the order. Then the time for delivery really depends if all the days deliveries get on the 3 collections that occur during that day, so allow for another 48 working hours for this.

The email and communication to pay attention to is the email and text that you will receive to give you a timing for delivery from DPD, this means its on its way to you and its time to get excited.

 

Split Deliveries

At this time due to the volume of orders and parcels that the courier network is handling it is possible that orders which are more than one box can arrive at different times. To check if you order is more than one package you find on your DPD label if it is 1 of 1, or 1 of 2, or 1 of 3 etc printed on the label. If you have only received part of your delivery it is common for the remainder to arrive the next day, so don’t panic if this happens.

Telephone

We are doing our best now to answer phone calls, but there will still be times that its all hands on deck and that everything including Rob and Martin are down picking and packing so that we can get the most amount of parcels out the door each day. So we would appreciate it if you could keep this in mind when calling us, and if we are unable to answer your call you’ll hear a recorded message which will point you to our Contact Us page where you can provide us with details of your query and we will do our best to get back to you as soon as we can.

Order amends

Please see here

Visiting Us and Browsing – CLOSED until further notice

We hate to do this as we love having people call in and talk about brewing and help them build up their kit, but we have to think about our team, as we know that we have members who fall into the vulnerable category. So with their health in mind we will not be allowing customers to just call in and browse. This will remain in place whilst it is recommended that social distancing be followed.

Collections

As of 1st July we have added the option to collect from our warehouse. If you wish to use this option please choose at checkout. We will call you when your order is ready and talk through our safe collection policy.

Royal Mail Delivery Option

As of 23rd of June we have added Royal Mail back on the site as a delivery option for customers to choose, please be mindful that this service is much slower than normal and has no tracking facility. The courier delivery service as this is performing really well and within 24hrs for UK customers with full tracking of your delivery.

Product Availability

We have increased our orders with our suppliers on all products which you are buying in bigger volumes, some suppliers who are not based in the UK have a much longer lead time, so unfortunately you might see some out of stock on products from outside of the UK. We would suggest that at this time if you look for an alternative ingredient if you wish to have your order sooner, or if you are happy to wait you can sign up to the product waitlist so that the site then emails you once its available again, as we will not be able to answer every query about when stock is going to be available at this time.

A key job we do everyday is the breaking down of the products we buy in bulk to portion these up suitable for home brewing. This is a job that of course takes time to do correctly, we are doing this on a daily basis to do our best to keep all products in stock all of the time, if something is showing out of stock then please join the product Waitlist on the product page, and the site will then email you once it is back into stock.

Product Information

At this time we are breaking down and packing products at such a rate that you will have to excuse us if information such as harvest year and alpha information on the product such as hops varies from what you receive and what the website says, as we just cannot keep the site up to date with the speed of the team doing the packing at the moment.

Similarly, the best before dates on yeast might vary from the site to what you receive, in most cases you could possibly receive fresher dates than the site is stating.

Recipe Kits and Recipe Generator

We have put the recipe generator back on the site so that you can review your recipes and plan any future purchases for when the site opens again.

A selection of our recipe kits have been made available, however we will need to keep this to a reduce number until we have more staff available due to these taking considerable time to produce.

E-mails

Any customer service emails will be answered ASAP, we maybe busy but our customer service is extremely important to us.

Emails asking for advise will take longer to answer at this time.

4 thoughts on “COVID 19 Delivery schedule and updates”

  1. Martin Hudson says:

    Just a quick note to say all the best to all the fantastic team at The MaltMiller and see you on the other side.

    My last order delivered before the world went mad was for 6 recipes created on the recipe generator, including my pimped up version of Robs Twisted Stout. I’ll let you know how it comes out.

    So a busy time in the brewery and its all down to you guys….Thanks

    Cheers

    Martin

  2. Dave Parry says:

    Echoing Martin’s comments above, just wanted to say what an amazing effort you guys have put in, in difficult circumstances. I understand that at some point you were going to have to stop entirely as a result of government advice, availability of supplies, DPD capacity or the available of your staff.

    Well done to them all for their weekend working last weekend, but you have almost certainly taken the right decision if you can’t maintain social distancing and other recommended practices.

    We look forward to you opening again, in whatever capacity, as soon as it is safe and practical to do so. In the meantime, stay well all you homebrewers out there. If you’ve used all your maltmiller supplies, why not google for ‘Foraged Beer recipes’ and experiment.

  3. simon.lovell2 says:

    A brew day and a beer are a good way of lifting the spirits in these strange times. Thanks to all at the Malt Miller for your hard work making it still possible.

  4. I have always been impressed by your quality of product and excellent, professional and friendly service. It is a credit to your staff that neither has suffered during these difficult times. Brilliant work, guys. Thank you so much for allowing us all to continue with what is for some people, more therapeutic than a hobby.

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