Furniturebox Corona Virus (COVID-19) Update
As with all companies worldwide Corona virus is impacting business and operations, with the situation changing daily. On this page you will receive daily updates on how Furniturebox have been impacted and how this will impact your order with us. We have also applied some new policies and terms and conditions to keep our customers and employees safe.
ALL non-essential staff are working remotely from home, including all of our customer service team. This will not impact the service level you receive however there may be slight delays in response times should call volumes drastically increase. We aim to get all emails answered within 1 hour and aim to answer 90% of calls first time. Currently this is being done and this service level should continue to be maintained.
The welfare of our employees is our highest priority and therefore we have put in place very thorough infection control measures, deep cleaning and personal protective equipment throughout our premises, as well as remote working for all of our staff. These measures will ensure that we can continue to function whilst offering a heightened level of protection to our workforce and customers.
In order to be able to still dispatch orders we have kept a very small number of selected warehouse members of staff. These staff are following extremely strict guidelines in the warehouse and are working in complete isolation to avoid any contact. This has been in place since 10/03/2020 however after the Prime Minister's announcement on 23/03/2020 we have further increased measures and reduced staff numbers to ensure the safety of our staff and customers.
Within Furniturebox we are doing the absolute upmost to ensure that we can continue to operate but operate with absolute safety. Due to the strict measures in place we please ask that you bear with us and ask for patience in these unprecedented times should you experience any sort of delay or drop in service. We will respond as quick as possible and rest assured we will resolve any problems in a timely and efficient manner. Our outstanding customer service will not falter and we are extremely proud of our fantastic team working hard to ensure our customers are not impacted by the current situation.
Phone lines are still open and our operating hours below are still operational:
Saturday: CLOSED (Phone lines will be closed on Saturdays however our team will still be on hand to answer emails)
Currently all delivery couriers are still fully operational. This means that currently we are still able to dispatch and deliver on time and next day. Of course there may be delays as expected with the current pandemic, however a very high % of our deliveries are still making it to customers on time and without any issues. If there are any delays or issues we will do our best to keep you fully updated. Every single courier we use are also taking extremely thorough protective and infection control measures to make sure they can safely deliver parcels to customers. For full and up to date information on all carriers please see below:
PLEASE NOTE TUFFNELLS ARE NO LONGER OPERATING A SATURDAY DELIVERY SERVICE.
Measures taken by our couriers include contact free delivery measures such as leaving items on customers doorstep as opposed to taking items inside and not asking customers to sign the hand held scanners. Throughout the delivery network very thorough deep cleaning is also taking place and these couriers will continue to operate safely for as long as possible.
We once again would like to reassure all of our customers that we are doing absolutely everything to ensure no disruption to the delivery or customer service experience however some situations may be out of our hands such as delays. We however will ensure that you are kept up to date and we will work with our customers to make their experience as hassle free as possible.
Due to the current situation and in the interest of safety we have decided to implement the below new policies:
- Non-Acceptance of any returns that have been opened/used- We will only accept returns of items that have not been opened or used, unless the items are damaged/faulty. To ensure the safety of our warehouse staff this is a necessary measure and we are very sorry if this causes any inconvenience. Currently this is a policy we will have in place however as government policy relaxes this will be updated.
- Refunds due to delivery delays- Unfortunately we will not be able to issue any refunds due to delivery delays. All companies are facing exactly the same difficulties in this tough time and although delays are unlikely unfortunately they are out of our hands and we will not be able to reimburse customers for delayed deliveries. Please note we do offer free delivery to all mainland UK, therefore you will not be charged for your initial delivery.
If operations do have to stop at any point with Furniturebox, then for any outstanding orders customers will have the choice to a full refund or to wait until we are able to safely deliver their orders.
We hope you all remain safe and well throughout this extremely difficult time, we will get through this together.
Dan Beckles and Monty George