An update from the Creamline team
With news of the Coronavirus continuing to dominate headlines, we’ve been thinking about our customers, employees and the wider community a lot recently and what we can do to help support people as much as possible.
The team is working incredibly hard to deliver items to the many new & existing customers at this busy time, so we can ensure we offer as reliable service as possible. We fully intend to keep delivering to as many doorsteps as we possibly can – so have made some recent changes, to make sure our service is as robust as possible.
Update: temporary hold on accepting new customers
In order to continue providing a reliable service to our existing customers, whilst ensuring we look after the welfare of our team, Creamline has had to put a temporary hold on accepting new customers.
This decision has been made in order to ensure that we have enough capability to deliver to our current customer base, with numbers and orders increasing hugely over the last few days.
For those hoping to sign up to Creamline’s service in the future, please do bear with us. We understand people are eager to sign-up and are working with all our suppliers and team members to review this on a weekly basis.
Changes to orders: revised order lead times
Existing online customers can log in to the website to view the current changes to their delivery days on their calendar. Both offline and online customers will have received a leaflet about these changes, with more information provided.
To order from Creamline’s Daily Essentials range, please confirm your order by 9pm, 2 days before delivery. This includes milk, bread and other essentials.
The change to ordering lead times has been made so that the team has time to process the order, ensure the items are stocked and make sure we deliver to your doorstep.
Best of Local
To ensure we can deliver all the items ordered from our Best of Local range, customers will need to confirm orders by 5pm, 3 days before their chosen delivery day. As we’re currently facing an incredibly high volume of orders, the next available delivery days are unfortunately longer than normal. Please check the Best of Local page, where you’ll find details of the next available delivery day.
Availability of products
At Creamline we have a strong, local supply chain as well as contingency plans in place with suppliers, in order to continue to deliver essential items. A huge increase in demand on certain products may mean delay in receiving them. Please do place orders responsibly, so that we can continue to deliver to all our customers.
Covid-19: Creamline provisions
As a doorstep delivery service, we’re able to offer our customers an essential service whilst helping them minimise interpersonal contact at this difficult time. Items ordered by customers are delivered to the doorstep for collection, rather than venturing out - so reducing contact when shopping.
Where needed, the team have been provided with gloves. All Creamline glass bottles have been thoroughly washed and cleaned at our bottling plant, as is always the case with Creamline deliveries. We’re also keeping a close eye on the latest Government guidelines and following advice where applicable.
HOW CAN I HELP?
If you have a question and it can be answered by reading the information below, rather than getting in touch with our support team, we’d really appreciate it. It would help make their job that little bit easier. Please read on, to find out more.
As the number of households needing milk and other items have increased significantly, we aren’t always able to deliver as early as we did before the outbreak. We may also deliver Best of Local boxes separately to your milk order. Please bear with us, as we’re trying to deliver as quickly as we possibly can. If you haven’t received your order by 1pm on your chosen delivery day, please then get in touch via our website.
We have placed a priority on items such as food and milk. If you have ordered items for your home and garden – such as compost or logs – we’ll make every effort to deliver them, but it may not be possible. If we are unable to deliver them, you won’t be charged.
With our team of suppliers tackling the growth in demand, we’re in an ever changing landscape. Our out of stock items are constantly changing. If we haven’t delivered ordered items alongside your milk or other products, it is unfortunately most likely due to them being out of stock for that day. If you’re unsure, please look at your online calendar view, to see if you have been charged.
Receiving a credit for undelivered items
If you haven’t received an item on your chosen delivery day, please only contact us from 3pm to arrange a credit. After finishing their delivery rounds in the morning, our team will be processing credits once they’ve returned to the depot and will update your account with details of the non-delivery. You should be able to view this on your calendar. If it doesn’t update, that is the time to then get in touch. We’ll then issue a credit.
If it becomes essential for you to contact us, please understand that our team are doing their utmost to respond, but in these incredibly demanding times, we may not be able to answer all telephone calls. Our ability to respond to tickets in a reasonable time will be helped enormously, through this crisis, if they are only for urgent and essential questions.