COVID 19 – Delivery times and operational changes in place – Updated 18th of February

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

Updated 18th of February

Orders to England, Scotland, Wales and Northern Ireland are being delivered by DPD in most cases within 24hrs.

Orders to the EU, more information on this can be found here of countries we are now shipping to.

We will keep updating this post with any changes as the information reaches us.

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 first 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 but you can do this yourself by reading on.

For more detailed explanations of the above, please read below

 

Update on Order processing and delivery timings

At this time we are still processing orders within 48 working hours, however there are possibilities of delays for collection from us and delivery by couriers.

The courier network is running at capacity due to the volumes from all online shopping and the added strains of new processes enforced by Brexit. Premium services such as before 10am and Saturday delivery remain suspended.

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.

 

Site Closure – not able to order malts

At times you might find that our website has a notification on it saying that it is closed for orders including malt, don’t be alarmed we’re not shut forever, we are still processing orders we have received, this just means that the volume of orders we’ve received has hit the volume that we can safely process within the next 48hr period.

The reason for this is that during the first lockdown in March 2020 we were initially overwhelmed with orders, so we modified our website to monitor the volume of orders it receives and to automatically suspend the orders while we catch up. This ensures we do not take payment for orders we cannot ship out in a timely manner and that we do not overwhelm our team who are processing more orders than ever before.

If you contact us we won’t be able to give an exact time when it will open again, so please just check back in a few hours time or the next day.

Order amends

During extra busy periods we move all staff to the warehouse for picking and packing orders to keep up with the demand, this does mean though that emails usually get read at the end of the day once all orders are sent. If you send an email request asking for items to be added to an order, or for orders to be combined there are chances there is a chance it will not be seen before the warehouse team have finished your order.

If you are wish to change your order by adding an item or combining orders you are able to cancel your order and reorder which will ensure the changes are made for you.  Please see here for information

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 your 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.

 

Saturday Deliveries and Timed Next Day Delivery

As of the 7th of December DPD have suspended this service due to the increased demand on the courier network, so we had to remove this option from the website, we will bring it back as soon as they reinstate these services.

Royal Mail Delivery Option

As of 7th of December we have had to take the decision to remove this option due to orders taking over 14 days to reach customers. It would seem that Royal Mail has more than the usual increase in demand at this time and they are only visiting some addresses once or twice a week to deliver. Once service is back to an acceptable level and there are no lock downs we will bring this service back.

Collections

As of 1st July 2020 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.

Telephone

We are pretty much back to normal on calls now, and taking as many as we can, however there are certain things which we can handle better on email such as any errors or problems with your order. 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.

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.

Brew Days – CLOSED until further notice

Unfortunately we have had to put our Brew Days on hold until further notice, firstly the brew school space is not big enough to allow social distancing, we also need to be mindful of keeping our building free of risk so you would not be able to experience a full normal brew day with us as there would be no way to visit the various parts of our business and this is a key part to the Brew Day. As Social Distancing restricts are removed we will bring our Brew Days back as we love these taking place.

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.

The majority of our recipe kits have been made available again.

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 lots of advice such as can you put together a full 3 vessel brew system for me will take longer to answer at this time.

7 thoughts on “COVID 19 – Delivery times and operational changes in place – Updated 18th of February”

  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.

  5. Matt says:

    Thank you for the clear and detailed communication on these matters.

  6. Neil Lang says:

    Hi Rob, best wishes from Normandy – under the circumstances, you and team have delivered exeptional customer service, and I think the measures you have introduced are entirely sensible. Hoping you are not going to have to shut down on Thursday, but just wanted to thankyou all for doing your level best!

    1. Robert Neale says:

      Hey Neil, thanks for your best wishes, we are all fine and will remain open and sending orders, in the safest way possible throughout. No one wants to lockdown dry!!

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