We are currently experiencing very heavy call volume from customers who are chasing orders or seeking to place new ones. We have a full team in all departments who are answering the calls as swiftly as they can. We have been informed by some callers that they have received a message indicating a fault, or the call they are trying to place is unable to connect. It would appear that this is because the total number of people trying to contact us exceeds the capacity of the lines we have.
We have enabled our online quotation and order system should you wish to place a new order or need a price quotation. Orders taken online require payment at the point of order.
All our drivers have been able to get to work safely. The tankers based on our Harwich depot could not leave the terminal until 11.30 am due to an accident on the A120 and subsequent blockages on the roads around the port and terminal where they are based. Currently we now have all available tankers out making deliveries from all our depots.
All tankers are currently making deliveries. Road conditions in parts of our region mean that the speed, safety, and ability to access villages, and make deliveries are compromised. We are making deliveries as swiftly as possible, but this is not a quickly as normal. Orders are currently taking 10 working days from date of order in some areas, and this is likely to increase as conditions limit the number of deliveries that can be made.
We understand that the speed of deliveries is not what many customers have become used to receiving. We have been honest in our assessment, and have advised at the point of order the time scales being taken. We have also stressed that these could be extended by bad conditions.
Unfortunately upon receiving this information some customers have been aggressive in their tone, and language, probably frustrated by the fact that they have left themselves short on oil, or have run out.
Please understand that all our staff are doing the best job they can in challenging conditions, both out on the road, and in the office environment. Should any member of staff be subject to any abuse; face to face, on the telephone, or on social media, they have been instructed to terminate the call, delivery, and cancel the order.