COVID-19 Coronavirus Service Update
UPDATE 18/08/2020 @ 16:50 -
As we haven't posted an update for a while, we thought we should make a new post to clarify the current situation here at Direct4x4. We continue to follow the government guidelines on working safely during coronavirus (COVID-19). However, these guidelines are a bare minimum for us as the health and safety of our staff and customers is the number one priority for our company right now.
Therefore, while we are doing our very best to maintain our service levels and delivery time frames, some of our restrictions may inconvenience you.
The situation here at Direct4x4 is basically the same as before:
- Our waiting room and showroom are currently closed to the general public.
- Limited product fitting slots are available; customers will be directed straight to the garage and we will be unable to offer any toilet facilities. There are still quite a few items that we are simply unable to fit for safety reasons. Please contact us before purchasing to find out more.
- Protective masks and gloves MUST be worn at all times whilst on the premises. Strict social distancing measures MUST be adhered to AT ALL TIMES.
- Product viewings and collections are EXPRESSLY by advanced appointment ONLY. Contact our sales team directly to arrange an appointment. This is to ensure that we have staff on-site to assist and that areas do not become too crowded.
- All goods and fitting services MUST be paid for in advance.
- We are still unfortunately unable to offer next day delivery services, even to our trade customers. Due to the increased level of online shopping and deliveries, our courier partners have also asked us to advise customers that items may take a little longer to get to you after dispatch. Please allow up to 3 working days after dispatch for your item to arrive.
- Our remote customer service teams are under heavy strain at the moment so we do sincerely apologise if we miss your call or are a little late responding to your email or live chat. Rest assured we WILL get to you, and the majority of support requests are currently being resolved within 24 hours, even over the weekend.
We thank you so much for your patience and cooperation during these difficult times. If you have any questions or concerns, please contact our sales team on 01332 601016 or email email@example.com.
The Direct4x4 Team.
UPDATE 16/07/2020 @ 16:15 - Please note that you will no longer be allowed in the premises without an appropriate face mask. Thank you for your cooperation and understanding.
UPDATE 03/06/2020 @ 16:00 - We are continuing to work to bring our operation back to full capacity but for safety reasons, we still have a few restrictions in place.
Our showroom is now open for product viewings and order collections. However, this needs to be STRICTLY by appointment only so we can ensure that there are staff on-site to assist and the premises does not become overcrowded. Face masks and protective gloves must be worn at all times while on our property.
We are increasing our fitting slots for customers but are still unable to offer any waiting room facilities (toilets, hot drinks, etc.) and you will need to take your car directly to our mechanic's workshop. While we are doing our best to accommodate as many people as possible, there are still certain items we are unable to offer a fitting service for.
Our remote customer service teams are under heavy strain at the moment so we do sincerely apologise if we miss your call or are a little late responding to your email or live chat. Rest assured we will get to you and the majority of support requests are currently being resolved within 24 hours, even over the weekend.
We are still unable to offer a same day dispatch service to our UK based customers but all other deliveries are running smoothly and on time as of this update.
Please contact our sales team if you have any questions or concerns. Thank you for your understanding and cooperation so far.
UPDATE 29/05/2020 @ 11:45 - It has been a very hard and difficult time for us all. We are very grateful to our customers for sticking with us during this period and we are thankful for your patience as our customer service may have been slower than we would have liked.
As we slowly emerge from lockdown, we continually look at ways we can provide the best service whilst making sure that our staff and customers stay safe. Most of our staff work from home and this brings with it different challenges, but we are working hard to ensure the best service we can.
We are currently open for side step fittings but these have to be pre-arranged with our sales team and payment must be taken in full before your arrival.
We also offer a click and collect service but this MUST be arranged explicitly through our sales team, again payment must be taken before you arrive. Upon arrival, you will need to provide confirmation of the order number and photo ID. Social distancing rules MUST be adhered to at all times. We also highly recommend using gloves and a face mask as your safety and the wellbeing of our staff must be our highest priority right now.
Sadly we're still unable to offer any hospitality such as toilets and hot drinks at this present time. Our showroom is still closed but we are working hard to implement plans to open next month. Initially, this will have to be on an appointment basis to limit the number of visitors to us. This is for your safety as well as our staff. When you do come down to us, social distancing measures will be in place and you will NEED to wear a face covering and gloves. We will provide gloves.
We look forward to welcoming you back very soon but in the meantime please stay safe.
UPDATE 21/05/2020 @ 15:00 – This bank holiday Monday 25th May 2020, our customer service teams will be available by telephone, email and social media from 9am-5pm as usual. However, please note that our warehouse will be closed so there will be no collections or fittings and order deliveries may take one day longer than usual this week.
We apologise for any inconvenience but hope you all have a great weekend.
UPDATE 18/05/2020 @ 15:00 – After carefully reviewing the latest guidance for employers and businesses on coronavirus (COVID-19) we have decided to tentatively open our warehouse for onsite product collections (this does not apply to clearance, sold as seen items, or passing customers).
Your visit MUST be explicitly pre-arranged with our sales team and payment must be taken in full before your arrival. Upon arrival, you will need to provide verbal confirmation of the order number and photo ID. Social distancing rules MUST be adhered to at all times so we kindly ask that you carefully listen to and follow all of the directions of our onsite staff. We also highly recommend using gloves and a face mask as your safety and the wellbeing of our staff must be our highest priority right now.
Unfortunately, we are still unable to offer any comfort or hospitality facilities such as toilets, waiting area, baby changing, hot and cold drinks etc.
Thank you in advance for your patient cooperation.
UPDATE 01/05/2020 @ 11:30 - Due to health and staffing concerns we need to limit our fitting service to essential appointments only (accessibility issues, emergency/rescue vehicles, certain key workers etc.) As our showroom and offices are closed, we are unable to offer any facilities for visiting customers and we will need to take payment for goods and fitting in full at the time of ordering.
The vast majority of UK deliveries are still being made successfully within 2-3 working days but international deliveries may take a little longer than usual depending on the circumstances in your country.
Our telephone and online support team are still operating normally Monday to Friday from 9am until 5pm and we will even be available all day on Bank Holiday Friday May 8th 2020.
We apologise for any inconvenience caused and thank all of our customers for the fantastic amount of patience and understanding they have shown us during this difficult time.
UPDATE 09/04/2020 @ 12:30 - Bank holiday weekend opening times: On Friday 10th April and Monday 13th April 2020, our telephone and support channels will remain open as normal from 9am - 5pm. However, our warehouse operations and courier services will be unavailable meaning no goods will be dispatched on those days. Any orders placed from today onwards may take a little longer to be with you because of this and any returned items sent to us may also take a little longer to process. Apologies for any inconvenience caused.
UPDATE 06/04/2020 @ 12:00 - To keep the number of onsite warehouse agents to an actual minimum, we have temporarily removed the UK store collection and same day dispatch/next working day delivery shipping options. This also applies to our UK trade customers with free next day shipping. We apologise for any inconvenience caused but the majority of mainland UK orders are still being delivered within 2-3 working days thanks to our diligent logistics partners.
UPDATE 24/03/2020 @ 09:00 - During the implementation of stricter restrictions designed to combat the COVID-19 coronavirus here in the UK, our online trading and fitting service will continue as normal and we will do all that we can to ensure the same high level of service. However, we will be closing the Direct4x4 showroom here in Derby until further notice. This means that we will be unable to accommodate onsite order collections or viewings. If you have any questions, our telephone lines and email support are operating as normal.
We hope that you are all doing OK and encourage you all to visit gov.uk/coronavirus for the most up to date information on the current situation.
Many thanks for your understanding during this difficult time,
The Direct4x4 Team
All of the staff here at Direct4x4 are committed to providing the best possible support to our customers.
In light of recent global events regarding the COVID-19 coronavirus, we wanted to let you know that we are taking extra precautions to ensure the comfort and safety of our customers and staff. This includes intense internal hygiene and cleaning routines as well as allowing staff to work from home where practicable.
We are going to do all that we can to preserve that epic customer support experience we are famous for. Unavoidably however, our service levels may be impacted during this time. We may take longer to answer your call or respond to your email. Depending on the restrictions in your country, international deliveries may take longer than advertised.
We will endeavour to keep our fitting service going but please be patient if we're unable to fit you in as quickly as you would like. If you do visit us at our showroom here in Derby, we kindly ask that you be considerate of other customers and our staff as we all do what we can to stay safe, healthy and prevent the spread of this virus.
We are very sorry about any inconvenience caused but we hope that you understand, considering the circumstances.
We will continue to monitor the situation closely and keep this notice up to date with the latest information and governmental direction.
The Direct4x4 Team.