We truly hope that everybody in our coffee-loving community, including their loved ones, is healthy and safe!
The Last Few Months
We’ve been crazy busy! A nice problem to have, we agree. Since March (when this pandemic started), over 500 new clients chose to give us a try, buying locally, so thank you! And thank you to our loyal customers as well. We work hard for you guys, 6 days a week, and even had to hire outside help to avoid delays on our part (by the way, we might change our cut-off time without notice, according to the number of orders received).
That being said, many families and companies are experiencing financial difficulties right now, and perhaps in the months to come. Our hearts are with you! ♥ We know it’s not easy, keeping our spirits up and not losing hope, but eventually, this too shall pass 🌈
We’re writing to you today because of the ever-increasing delays from Canada Post and now Purolator. Many of you are contacting us by email or by phone to let us know about these uncommon delays… and rightly so! We understand your frustration, but there’s not much we can do. As we mentioned in our last blog post on the COVID-19 situation, Canada Post has been experiencing delays for a while now. Depending on the region, the increase in volume and with a number of their employees either on sick leave or new and inexperienced, etc., some regions are harder hit than others. Because of this pandemic, Canada Post has suspended all of their on-time delivery guarantees for the foreseeable future (Purolator as well). Furthermore, their sorting facility is in the center of Montreal… We sincerely hope things will get back to normal soon.
As an example, one of our clients has been waiting for his order for a very long time. I tried to reach Canada Post and after many unsuccessful attempts, finally got through, only to be able to leave a voice mail. I did not get called back, but was sent this email:
“Please take note that, due to the COVID-19 pandemic, we are currently experiencing problems with our deliveries, as many receptor locations are closed or inaccessible. Your article is presently being held in a Canada Post installation and will be delivered as soon as possible. Check your tracking for any progress.”
(update June 16, 2020: Purolator seems to be back to normal)
According to one of our customers working for Canada Post: “employees are working 60 to 80 hours a week to get on top of the backlog. During the holidays, we have over 50, 53-foot trailers outside, in addition to all the packages we have in the building. Now, we’re talking over 200 trailers”.
Your kindness and understanding towards those who deliver your favourite hot beverage is much appreciated. They’re having a tough time as well…
As for Purolator, their delays also seem to be up by a few days. From what we can see, according to our customers experiencing delays, you should expect:
- 4 to 14 working days for Canada Post
- 2 to 5 working days for Purolator
So we’re asking you to plan ahead! Take this into consideration when placing your next order. Please don’t wait till last minute, otherwise you risk running out of coffee and we would hate for that to happen!
Also, keep in mind that tracking messages can sometimes be misleading. For Purolator as well as Canada Post, inexperienced employees can put in the wrong code, saying your order has been delivered or still in transit, when in fact, it is out for delivery (it has happened many times).
Even though this situation is out of our control, we are truly sorry for these unusual delays and any inconvenience they may cause, and we thank you for your patience. If you’re amongst those who are impatiently waiting for their order to arrive, we sincerely hope it will get there soon.
Bruno joins me in sending our most sincere condolences to anyone who has lost a loved one 😢 Our thoughts are with you ♥
Take care of yourselves and stay safe!
Bruno and Nancy