Dermalogica Skincare Blog

Further to our blog post dated 02/12/2010, and the update provided on 03/12/2010  regarding the weather and stock issues, we would like to further update our customers on the current situation.

Although the weather is still very severe in some places Dermalogica UK are back up to full capacity processing and dispatching our orders as normal. We received 2 of our deliveries on Saturday which has enabled us to catch up with the small number of orders which were out of stock and has enabled us to process the majority of orders received over the weekend and today. There will still be a small number out of stock at the end of today but we are really pleased to be expecting to receive another large order tomorrow. This will result in our normal service resuming as of tomorrow.

Whilst we know that our customer’s understand that we have no control over the weather and the affect on our supply, we greatly appreciate all of their patience and understanding over the last few days. Thank you.

In regards to Royal Mail we know that a large part of the UK is still greatly affected by bad weather and this is understandably making it very difficult for Royal Mail to make their deliveries. We would ask for a little more patience when expecting a delivery from us. We know that they have 20,000 extra staff working to deal with the increase in volume during the busy Christmas period and we even received a delivery yesterday (Sunday 05/12/2010)  which shows that some local delivery offices are working very hard to clear the backlog.

Further to our blog post dated 02/12/2010 regarding the weather and stock issues we would like to update our customers on the current situation.

We have received confirmation that Dermalogica UK are back up and running even though with a limited number of staff but they have managed to process a number of our orders and we are hoping to receive them tomorrow (04/12/2010) or Monday at the latest. Whilst this is not ideal it does mean that we will be able to clear the small number of items we have out of stock for our customers.

We would like to thank all of the staff at Dermalogica UK for working extremely hard for all of their customers and dealing with the extreme weather which has been particularly bad in that area of the country.

We have not yet received an update from Royal Mail today on any problems they are experiencing, but deliveries have been taking  longer this week and as far as we are aware their Next Day Guarantee on Special Delivery items is still suspended at this time.

We would like to thank all of our customer’s who have been affected for their understanding and patience during this time.

We are afraid that due to the adverse weather conditions that we have been experiencing over the last few days, a number of issues have arisen of which we think you should be aware.

We, long with all other UK based Dermalogica suppliers, buy all of our products from Dermalogica UK Limited who are based in Leatherhead and Weybridge in Surrey. We are afraid that this is one of the worst affected parts of the country and they have simply been unable to open for the last two days. This has resulted in inevitable delays in the processing of our orders and this has a knock on effect for our customers. The result is that we have only received 40% of the stock we would usually have received from them this week. This combined with the pre Christmas rush has resulted in a number of stocking issues for us.

We have spoken to the Operations Manager for Dermalogica today and he has informed us that they will be attempting to get as many staff as possible in tomorrow to try and process some of the orders and attempt to clear the back log. We would imagine that we should be back to normal stock levels towards the middle of next week.

The weather is also affecting Royal Mail very badly and they have been forced to remove their Next Day Guarantee on Special Delivery items. This is the service we use to send orders over £75.00 and we are afraid that this may explain why deliveries are not be made with the expected timescales.

We would like to reassure our customers that we do have stock available at our depot and we are continuing to process and dispatch orders as quickly as possible, but we are aware that our customers have understandably high standards when they shop with us and we would like to apologise for any inconvenience caused.

We are pleased to report that our Payment Gateway SagePay is now working correctly, and we are able to take payments with credit or debit cards as normal.

We would like to apologies to our customers who attempted to place orders with us last night and were unable to do so.

We will continue to monitor the situation throughout today and hopefully we will have no further problems.

We are very sorry to report that since around 19:30 this evening we have been unable to process credit and debit card payments. Our Payment Gateway – SagePay – have experienced a system wide failure that has meant we have been unable to take payment for orders by card.

We would like to apologies unreservedly to all of our customers for the inconvenience caused.

We will continue to update this blog post when we have further news.