Holland & Barrett apologises for “horrible” delivery delays and hires hundreds to meet demand

Holland & Barrett has been forced to open a brand-new distribution centre to meet a massive spike in demand for online orders during lockdown.

The health supplement retailer has hired hundreds of new staff to help it meet a 400 per cent jump in demand which it has struggled to meet, leaving hundreds of customers furious over the delivery chaos.

In order to try and get a handle on the spike in demand, Holland & Barrett reduced its product lines by 2500 for two weeks while it cleared its backlog, though it continues to have a week-long lead time instead of the pre-pandemic next-day service.

Now it has opened a separate distribution centre at its facility in Burton, hiring 200 new staff to fulfil orders, while hiring a further 150 new staff to its customer service team to help fulfil home delivery from 50 stores.

“Like many omnichannel retailers, over the last two months we have seen an unprecedented increase in demand for online orders at 300-400 per cent of the normal level,” a spokesperson said.

READ MORE: Holland & Barrett staff demand stores close during lockdown

“As a result, we have been working tirelessly to increase our capacity to accommodate this extra demand. However, this has led to a delay in the timeframe and service that we would usually deliver customer orders.

“We are aware some customers have had to wait too long for their order and we sincerely apologise to anyone that has experienced these delays. We have communicated to all customers affected to update them on the situation over the last few weeks.

“Our customer service team has received an extraordinarily high volume of order queries as a result of delays and are working day and night to answer these.

“We are now making significant progress in getting all overdue orders to customers and are now operating at a seven-day lead time on new orders. We are extremely confident that our customers will see a return to the service that we’re proud to provide shortly.”

Click here to sign up to Retail Gazette‘s free daily email newsletter



1 Comment. Leave new

  • Carley Jobling
    May 14, 2020 8:26 pm

    I placed an order for next day delivery on 2 April 2020 and I am still waiting for the delivery of money back. I have emailed numerous times with no response and now automated message. I now just want to get my money back which they were quick to take and not provide the goods.


Leave a Reply

Your email address will not be published. Required fields are marked *

Fill out this field
Fill out this field
Please enter a valid email address.