Acknowledging our lead time
We're committed to you, our customers, and we want to provide you with an explanation on why we've having issues regarding our current lead time, as well as providing an insight into the steps we're taking to ensure we get this resolved as soon as possible.
Firstly, we want to start with an apology. We're truly sorry that the service you've been receiving has not been up to the standard we strive for at Wicked Brick. We know this is not acceptable and needs to be addressed,
Our lead time has increased due to a number of reasons.
Firstly due to the ongoing high demand for our products and as a rapidly growing company we haven't been able to adapt as efficiently as we had hoped to keep up with the demand.
Secondly, there has been national issues with the supply chain and being able to source the materials needed for our products. As well as this, due to the effects of Covid-19 over the last 18 months, we've seen increased staff shortages where isolation has been required, which has effected our processing time throughout the year.
We are working as hard as we can to make improvements.
To start with we've ordered 4 new laser cutting machines, which are due to arrive with us in the next few weeks which will increase our capacity for production.
Due to ongoing supply chain issues, one of the main problems we are having is sourcing key materials. As a result, we have made the decision to change our embedded studs to enable us to source more efficiently, this will hopefully allow us to get your orders to you sooner.
Additionally, we're reviewing our internal systems to ensure that everything runs as smoothly as possible, and utilising external facilities to manage the high volume of orders.
Finally, we're expanding our teams and have hired even more members of staff in our customer care and production teams.
If you have an outstanding order with us, we haven't forgotten about you. We are working as quickly as possible to get your order out to you, please bear with us in this transitional period. Our current processing time is around 6-8 weeks from placing your order.
If you need to contact us, we now have specific email addresses to deal with your enquiries more efficiently.
You can find the full details on our contact us page here.
Our customers are the core of everything we do, and we want to make sure you are the focus for 2022. Whilst our production team are working as hard as they can to improve our lead time, our creative and design team are still working hard to bring you new products and solutions for your favourite collectibles.
Thank you for sticking with us, we promise that you'll see improvements very soon.