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School Uniform

posted 31 Aug 2015, 13:19 by Phil Broughton   [ updated 11 Sep 2015, 01:51 ]

We are aware that there are some delivery issues with our SWi Online Uniform supplier. Our sincere apologies for the inconvenience. They are in the process of resolving the problem which has been due to a combination of IT issues and higher than usual demand. In the meantime, please be assured that no new student who attends school without school blazer or tie will be penalised in any way. Please send your child in with a short note confirming that you are waiting for a uniform delivery.

Below is what all affected parents should have received from SWi;

Your order update:

Please accept our sincerest apologies if you haven't received all or some of your ordered items.

As part of our continued growth in the schoolwear market it became critical for us to upgrade our old IT software due to its age and stability. With this in mind we embarked on a significant IT software investment just over two years ago and in February this year we went live on a new company wide software programme. We believe it can support and significantly enhance our business and service levels to you for many years to come. The software has already given our operation many benefits. However it has also presented us with some unforeseen challenges.

Regrettably this has affected some customers sales orders placed during July and early August. The issue was related mainly to Web orders being put on hold while system dates were calculated for delivery. Unknown to us this job was only partially completing which led to random customer orders not being processed correctly in our main system. It also miscommunicated some dates for delivery well into the future which was confusing and worrying to our customers.

Our IT Department have invested a significant amount of time and effort to resolve and release these orders, however due to the extreme seasonality of customer orders and an unprecedented increase in order volumes it has meant that we have been unable to maintain our standard delivery times.

The knock on effect has been a significant increase in communication from customers via phone email and social media. This has led to delayed communication and some customers not being able to make contact with us in a timely fashion. Even though we invested in a doubling of available phone lines and new communication software as well as extra customer service personnel the increase in queries has meant that the phone lines at times are full and customers may be getting an engaged signal rather than joining our queue system. We recognise and fully appreciate that not being able to speak to someone about an issue is infuriating and time consuming and for this we apologise.

At this moment we already have or are in the process of updating all schools which have students that may be affected by this delay.

We understand this email still won't confirm when your order will be dispatched but at this juncture we can assure you that we are doing all we can to get your outstanding items to you as soon as possible.

Once again we are extremely sorry about any anxiety this is causing and we assure you that we are working hard to resolve the situation.

Kind regards,

SWI Customer Services Team