[June 10, 2020)
Thank you for your continued patronage of our services. Without you we'd be nowhere and we are so lucky to have a thriving business in times like these. Over the past week, many of you have been writing or calling us about delays in Miami. I wanted to take a moment to explain why, and what we are doing to resolve the matter.
Some of the challenges
- Miami continues to be a high risk COVID area, and as such, the entire team is split in half and separated from each other in the event that there be the need to hold one team away from work with a virus outbreak. While this provides business continuity it makes it much harder to operate.
- All throughout May, volumes in Miami have been growing to higher than normal. Something quite unexpected.
- During the week of June 1-5th, 50% of our automated arrival scanning machines went down, limiting the capacity to handle incoming packages. These machines account for about 90% of the arrival scanning.
- During the COVID lock-down at the end of April and due to very low volumes, the Miami team had to lay off approximately 30-40% of their staff.
Where we are now
As of writing, Miami is approximately 3 days behind in "Arrival Scan". That is the first scan done at the warehouse. Unless your package is pre-alerted though, the package still won't show up on your account until a further inspection is done and the pictures of the contents are taken. There is a further 24-48 hour delay on this process. These are estimates and there are several other reasons why the delays could be longer or shorter depending on the case.
What we are doing to resolve the matter
- On Monday June 8th, all of the 30-40 laid off staff were re-hired. A few more were even added.
- All arrival scan machines are now back online
- Miami team will be working 7 days a week including Saturdays and Sundays to catch up.
We are very sorry for the delays and are doing everything we can to help the situation along while keeping an abundance of safety in our processes. Thank you for your patience as we get though these challenging times.