Artist Guitars Shipping Delays

Couriers Please Shipping Delays

We are currently experiencing extended delay times with some of our Couriers Please parcels. We are addressing this matter as promptly as possible as the issue was only brought to our attention on Monday the 7th. Upon speaking to the NSW Account Manager at Couriers Please, he has explained to us that the backlog is due to the Christmas rush, as well as the Click Frenzy and Black Friday online sales that have occurred over the past 2-3 weeks. They have received almost double the parcels they were expecting, compared to the busiest Christmas period in the past. He has explained that Couriers Please have drastically increased their staffing to fulfil the sudden influx of online orders. They have also just opened a brand new processing centre which is where a lot of the late parcels have been sent for processing.

What you might see

It has been brought to our attention that when the tracking information is checked a lot of the parcels will show as below:

The explanation we have been given is that these parcels are being processed at the new processing centre that has been introduced as a result of the backlog. The new staff members are the one's processing these orders and they are working as fast as they can. They have asked that we have some patience this week while they clear these orders and hope to be back on track by next week in time for the Christmas delivery cut-offs.

Another thing to be aware of is that orders that are sent out in multiple parcels will most likely not arrive at the same time. If half of your order has arrived or does arrive, there is no need to worry.

Why do we use Couriers Please?

When explaining these reasons to our customers the assumption is that Couriers Please are not a competent courier which is false. Over the years we have dealt with many couriers and found that Couriers Please are as competent if not more so than others. They are also rated more highly than most other competitors on productreview.com.au 

The highest rated courier is Australia Post, which during the Covid online sales rush were not able to handle the sudden influx which is why we have chosen to favour Couriers Please at this time. Australia Post also have size limitations which prevent us from using their service for a lot of our orders.

Here is a comparison of competing couriers ratings:

   

What are we doing about it?

Our warehouse has been working 6 days a week to make sure that your orders are ready on time for our couriers to collect. We have also installed a new and improved warehouse management system to improve our speed and reduce errors. Throughout this period we have been and will continue to dispatch your orders on time. 

We have decided that for the remainder of the Christmas period we will be favouring Australia Post in the hopes that this will relieve Couriers Please of some of the workload pressure. We will also be providing updates to customers awaiting Couriers Please parcels as we receive them from the NSW Accounts Manager of Couriers Please.

We understand that these delays have come at an inconvenient time of year, given the added pressure of Christmas. We appreciate your patience with us and Couriers Please in resolving this and offer our same returns/exchange/refund policy if any customer is unable to wait for their parcel to be delivered.

If your item might come in separate boxes, check out our video below by Artist Guitars founder and CEO, Ian, explaining what might happen