High DemandAnd Lead Times

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We’re Experiencing High Demand

 

We understand that many people won’t get a summer holiday this year, so instead people are spending time investing in their gardens for a fabulous “staycation.” Due to this uptake in desire for garden furniture, we are experiencing increased demand and therefore many of our products are being sold quicker than ever before.

This might mean that your favourite item is now out of stock, or there is a considerable wait on the furniture of your choice. Where possible, we will try and recommend an alternative to an out-of-stock item, ensuring you receive your next best choice.

Our website conveniently allows you to shop via delivery dates, meaning if you need your furniture by a certain date you can quickly filter all available options.

If you prefer to shop over the phone or have a question for our customer care team, please do note that this increase in demand has had a knock-on effect on our call volumes. We ask that you please be patient and courteous when on hold. Our experienced team are determined to answer calls as quickly and efficiently as possible.

Additionally, when emailing our team, please be patient when awaiting a response. We will never ignore emails, though we may take a little longer to respond than usual. We ask that you do not send multiple emails as our ticket queuing system takes your most recent email into effect and will push your email to the bottom of the queue. If you have not heard from us in the time quoted, please check your spam folder and then contact us via telephone if you still feel you have not received a reply.

At White Stores, we are committed to offering quality customer care as well as great value products. In these unprecedented times, we are confident we can still deliver on this promise.

Industry Lead Times Explained

Due to the increased demand for our outdoor living products, you will notice that many of our lead times may seem lengthier than usual. Not only has the demand for our products hugely increased, the coronavirus pandemic has also contributed to a global shipping crisis which has been impacting the industry as a whole. Further complications have been caused recently by issues in the Suez Canal. We are continuing to monitor all lead times and aim for the website will reflect any changes.

At White Stores, we are proud of our transparency with customers and always strive to provide realistic delivery dates, based on our industry-leading tracking technology. Please see below for some FAQs about our delivery lead times:

“The delivery date says June/July/August, will I receive my items any earlier?” – These dates are as accurate as possible given the information we have on the location of our goods. We are conservative with our dates in case there are any delays, so the date you receive should be the latest it will arrive, but this is only an estimated delivery date. If the date changes for any reason you will be informed accordingly.

“This item has gone out of stock, when will you be getting more in?” – It is unlikely, if an item has gone out of stock that it will be back in stock this year. However, if you register your interest on the product you will be emailed when we have restocked this item.

“The estimated delivery date has changed since I last looked, why has this changed?” – Our items are in high demand, and with so many people placing pre-orders, the availability of our items is always changing. To secure a delivery date for any item, we recommend placing a pre-order as soon as possible to reserve your place in the queue and to guarantee you get the items desired.

Courier Lead Times Update

For the majority of our deliveries, we use external courier services. These services have found themselves under tremendous pressure due to higher than usual demand.

Here at White Stores, we have long-standing relationships with our couriers and communicate frequently with the hubs. Whilst we send out all items with plenty of time to arrive by the due date and try to keep our order tracking as accurate as possible, with the current pressure on all carriers, there may be some delays in receiving your order once it is in the carrier’s possession. The below information has come directly from our couriers:

Tuffnells

Usual service levels are not currently being achieved. We are experiencing delays in all areas. For Tuffnells updates on services affected by Brexit and Covid-19 please click here.

Palletforce

From Palletforce regarding operational changes due to current volumes:

These will be reviewed daily, however will remain in place until at least Monday 7th June 2021.

Regional Services – Timed Bookings, Pre 10am, AM, Booked Window (TB/TA/AM/BW) surcharges are not available for the following postcodes; these will be reviewed every week: TR, PL, TQ, EX, DG, TD, KA, ML, EH, G, PA, FK, KY, DD, PH, IV, AB, HS, KW, ZE

Economy Services – the service window for all non-A service freight has been extended by one day to all postcodes.

Economy booked (EB) surcharge – these may only be booked for day three onwards – e.g. an EB consignment manifested on Monday can only be requested for Thursday, i.e these are now a three-day minimum service.

Pre-10:00 (TA) service: Deliveries before 10am will be completed on a best-endeavours basis.

Consolidated Deliveries – to assist the most efficient planning whilst driver availability and volumes are lower and reducing the number of times depots have to delivery into locations, delivery depots may consolidate deliveries without permission if they use the earliest delivery time.

Collections – Same day collections are no longer available, collections must be requested by 17:30 the day prior to collection.

PlusUK Two-Man Delivery

After previous delays in recent weeks, the two-man delivery is currently achieving a high level of service with the majority of orders being delivered within 14 working days after dispatch.

At White Stores, we will do our best to communicate any delays with you as well as work with the couriers to track your delivery for you. We ask that customers please allow for any delays when ordering and understand that this is currently a high possibility.

We are working around the clock to ensure our customers receive the best service possible in these unprecedented times. We ask our customers to be understanding and patient as we deal with all queries and delivery updates.