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"Disruptions from the consolidation of accounts to Diamond's Olive Branch Distribution Center have been compounded by the Thanksgiving holiday, despite the Distribution Center teams working through the weekend. For product with an on-sale date of December 4, many shipments will be delayed to Wednesday or Thursday of this week. Due to the changes to how we process shipments, Operations is unable to provide Retailer Services with information on shipments any earlier than when they appear on the Retailer Services Website's Shipment Tracking page. The most up to date information for retailers is on that page, so please check there each morning for tracking information. With a full 7 days to work this week, the Operations teams' goal is to minimize disruptions for products with an on-sale date of December 11, but December is a challenging month under the best circumstances so we will provide further updates as they are available. We appreciate your support and patience during this complex change, and are working diligently to resolve these issues and return to a reliable schedule such as we have maintained in the past."
Yesterday evening, Chris Powell sent a follow-up.
"Let me begin by offering a direct apology. I know the shipping delays and inconsistencies over the past month have caused significant challenges and frustration, and I sincerely apologize for the impact this has had on your business operations. While we had made the decision to consolidate our distribution centers, the intent was to do so over a longer period of time in a slower part of the year. Unexpectedly, the owner of the Plattsburgh facility chose not to extend our lease on a month-to-month basis, having identified another tenant without even advertising the space. This drastically reduced the time needed to plan and execute these changes. This accelerated timeline for our move, compounded by holiday schedules and necessary invoicing/reporting adjustments, created a perfect storm that has affected you in unacceptable ways. We are dedicated to getting things back on track, and our Operations teams have worked every day other than Thanksgiving to help get us there. Here is what we as an organization have been doing to address this:
Team Mobilization: Our various teams are working diligently to improve processing and delivery times, and to resolve outstanding issues as quickly as possible. Transitioning to a single facility requires additional staffing, training, and process adjustments and, while progress is being made, it hasn't been fast enough.
Communication: We understand that the impacts of these challenges vary widely, and that has impacted our ability to provide the specific updates you are accustomed to. We are committed to addressing every question and concern with all the transparency and timeliness possible, whether in a Diamond Daily update or a reply to a support ticket or phone call. I do want to express my gratitude to those of you who have shown patience and understanding toward our Retailer Services, POS / Tech Support, and Credit teams. They take great pride in delivering exceptional service and share your frustration when they are unable to meet their own high standards. Each of those teams relies on information received from others, so it is a group effort and each of them is doing their very best.
Operational Adjustments: Progress is being made every week. We have implemented new measures to ensure greater accuracy in invoicing, reporting, and delivery schedules moving forward. For example, enhanced packing lists and more accurate invoicing processes are being fine-tuned to help simplify receiving and accounting workflows. This week, our Operations team is working tirelessly to ensure all US and Canadian deliveries are delivered by Friday, with a goal of returning to a consistent Wednesday-or-earlier delivery schedule as soon as possible.
"My goal is to provide you with accurate, timely answers to your questions. While my team has been doing their best, they are often limited by the information available at any given time. With the support of our software developers and the Operations teams, we are enhancing our systems to provide more timely and accurate updates. We remain focused on resolving shipping delays first, followed by addressing data and invoicing needs. We are making progress and will continue to share updates as they become available. Thank you for your continued loyalty and patience."
Half an hour later, there was another update from Chris which read:
"Disruptions from the consolidation of accounts to Diamond's Olive Branch Distribution Center continue, despite the Distribution Center teams working through the past two weekends and additional shifts. For additional details on the transition, please see the separate email that was sent earlier today, December 10. Please Note: For product with an on-sale date of December 11, some shipments have been delayed to Thursday or Friday this week. Product with an on-sale date of December 18 is likely to be delayed next week. Our Operations team has been able to move closer to a schedule that allows us to deliver shipments by Wednesday, while our longer-term goal is to deliver earlier. Some retailers have seen issues with invoices not being posted on the Retailer Services Website. Our developers identified an issue that they believe has been resolved so current invoices should hopefully be available on Wednesday, December 11. Due to necessary changes to how we process shipments, Operations is unable to provide Retailer Services with information on shipments any earlier than when they appear on the Retailer Services Website's Shipment Tracking page. The most up to date information for retailers is on that page, so please check there each morning for tracking information. We appreciate your support and patience during this complex change, and are working diligently to resolve these issues and return to a reliable schedule such as we have maintained in the past." |
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30/04/2024, 18h47
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