Dear Boris Johnson PM
This is how you apologise.
Love from QPR Superstore shop
Firstly I need to apologise for the delays and lack of communication. I know that it doesn't change things in terms of your experience but I hope to offer some explanation; I am the only person managing the customer response side of things for the Online Superstore due to having to place team members on furlough leave and I am doing my best, but I am struggling to be able to respond or answer the majority of emails and phone calls. It isn't good enough, and it is something we are looking at how we can improve going forwards, but again that takes time and people that we currently don't have.
I am also working remotely, so it has been a communication challenge to pass on the details to the small team working at the warehouse and get responses back for every order. They are working as hard as they possibly can to pick and pack orders, and any time taken away from them doing that then adds further delays. To maintain a safe working environment for our team we can only have the minimum number of people in the warehouse, and they have to keep safe distancing and follow thorough cleaning processes. This has meant they are only able to fulfil a certain number of orders a day.
The impact on staffing was sudden and we weren't prepared for the impact it would have on customer orders, and we can only apologise again. Issues with Royal Mail tracking and stock levels have also been unexpected and we just haven't had the staff to be able to deal with it effectively. We are currently waiting on printing materials so personalised shirts are further delayed, and we are awaiting further stock deliveries.
This has been a very steep learning curve for us and we hope that we can only do better going forwards. Our team are also customers and know how we would feel in your shoes, especially those of you who have ordered for birthdays or gifts and feel let down that we haven't delivered in time for those.
Again, our sincerest apologies for the delays, and sorry from me personally for not being able to give the standards of customer service expected. Thank you for your continued support and ongoing patience.
I respectfully ask that you don't reply to this email as that will flood my inbox and I will not be able to respond to everyone. Please continue to be patient with us.