25/11/2020 - COVID-19 Update from Magic Madhouse
I wanted to provide everyone with an update as the second national lockdown continues. Due to the large number of new releases coming up to the Christmas period and as we approach the Black Friday sale weekend, our shipping times are longer than usual. At present we are 48-72 hours behind with dispatching incoming orders. This is certainly not somewhere we want to be as a business and we are working tirelessly to ensure that packages get shipped as quickly as possible.
We also have some minor delays in our customer services department, although extra resources have now been put in place and those waiting for a response to their message should now be receiving replies very soon.
We certainly understand that these delays are not ideal and we are working very hard to ensure that all orders get dispatched as quickly as possible. We thank you for your patience whilst we work towards resolving these delays with shipments.
I would also like to personally thank all Magic Madhouse staff for their hard work and dedication during this period of national lockdown.
Please continue to be safe.
05/11/2020 - COVID-19
As the UK enters its second national lockdown. We wanted to let everyone know that Magic Madhouse are still operating and shipping as usual. We currently do not have any delays with our outgoing packages and have ensured that we operate a COVID secure work place to ensure the safety of our staff.
As of yet, we are unaware of any delays with our primary shipping services, however, as we get closer to Christmas, this might change. We will keep people informed of any changes as we are made aware of them.
If you have any concerns or questions, you can contact us via phone, email or chat.
Please all be safe.
27/03/2020 - COVID-19 Statement from Magic Madhouse
Just a brief update of what is going on at Magic Madhouse.
We have remained open in lines with government recommendation for the online retail; however, we are operating on with a massively reduced crew as we have instructed all office staff and many warehouse staff, to work from home or not commute into the workplace. The health and safety of our staff and their families and friends is paramount and we are doing everything we can to protect and support them.
We are still taking the necessary precautions of social distancing within the workplace and surfaces and common areas are being cleaned regularly and thoroughly throughout the day.
We are currently aiming to dispatch orders within 48 hours (excluding weekends). Customer service remains open via email, phone and chat for all enquiries.
We have been informed by our UK distributor that there will be no new releases occurring for the next few weeks, however, this may be subject to change on a case by case basis and we will do our best to keep you informed.
Royal Mail is also experiencing delays with their delivery services as a result of a reduction in staffing.
We are asking everyone to please remain patient whilst we work our hardest to get your order dispatched and to allow for extended Royal Mail delivery times.
Please all stay safe.
Latest Update - Our customer service lines will no longer be open until 8pm on Monday, Tuesday and Thursday until further notice. The lines will close daily at 6pm. We apologise for any inconvenience this may cause.
These are unprecedented times caused by the outbreak of coronavirus (COVID-19). We wanted to let you know about what Magic Madhouse is doing to ensure that we are able to protect our team and our customers.
Along with following government guidelines of washing our hands, we have implemented ‘employee distancing’ for all our staff. We are also keeping surfaces and common areas cleaned thoroughly throughout the day.
We have put a stop on warehouse collection orders until further notice.
As we both operate a warehouse and an office, we have provided the ability for the vast amount of office and admin staff to work from home, however, this will have a knock on effect on our day to day operations.
Our warehouse will be operating on a skeleton team, in the event of high volume days; there may be a delay in orders being dispatched. We will work hard on ensuring that any delay is kept to an absolute minimum. As a result of this, we can no longer guarantee same day dispatch for orders up until 2pm, unless they are Express.
International Post is likely to be delayed as a result of COVID-19 as a result of closed borders and additional checks, these vary on a per country basis, for further information, please check the Royal Mail website.
Any buylists will take longer to process and we can only offer store credit until further notice, we have increased the amount of credit offered to 35% during this time.
As a business we want to look after our people, our customers, our loved ones and the people around us. We are doing everything to support our staff and our community. We are closely monitoring the information from the Government and Public Heath England to ensure that we are all as safe as possible. We will post any additional updates about if anything changes for Magic Madhouse here.
If you require any additional information, please contact us here at firstname.lastname@example.org or 0208 364 7998.