CORONAVIRUS (COVID-19) UPDATE FOR OUR CUSTOMERS

9th June update

We'll be opening reopening our Loughborough shop on Tuesday June 16th!  But with a lot of changes... See how we'll be doing things in the video below.  

(Details on our Durham shop reopening will be following in the next couple of days)

 

25th May Update

Just a general update for everyone as there has been a little confusion in the last week regarding visits to our shop.

Loughborough Shop remains closed.  No visitors permitted, and we are unable to schedule appointments at this time.

Durham Shop remains closed. No visitors permitted, and we are unable to schedule appointments at this time.

Archery Legends remains closed. No visitors permitted, and we are unable to schedule appointments at this time.

Our Loughborough warehouse is fully operational, and we are dispatching online orders as normal. Please continue to order online. 

Customer service is operational, via email and facebook message only. We are still experiencing a higher number of enquiries than normal, and email is the best way for us to manage these enquiries efficiently and in date order.  The opening of our phone lines will correspond with the opening of our shops.  Opening the phone lines now will reduce our ability to manage customer service enquiries efficiently. 

When will we reopen?

As yet we can not give any firm dates.  It is looking like we are working towards a July 1st opening date, but this may change.  Thank you for your patience, and we are looking forward to getting back to normal as much as everyone else!

 

Wishing everyone good health and safe shooting.

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13th May Update

Following the latest government update, we are preparing to open our shops!.  Although we do not expect to open on June 1st, it is looking likely that at some point during June we will open on an appointment only, basis.  More information will follow in the coming days.

Please continue to order online as normal.  Our warehouse is operating well, with no courier limits.  Stock is flowing in and orders are shipping out.

For now, customer support is by email and Facebook message only.  We are still experiencing a higher number of enquiries than normal, and email is the best way for us to manage these enquiries efficiently and in date order.  The opening of our phone lines will correspond with the opening of our shops.

Our Archery Legends activity centre remains closed until government guidelines are updated. 

Wishing everyone good health and safe shooting.

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16th April Update

Shipments

We’ve been notified by Parcel Force that they are having difficulty with collections and deliveries due to reduced work force.  They have imposed daily shipping limits on us with only one collection per day.  There is no longer enough space in their truck for our shipments.  

From our side we will be switching most parcels to DPD and UPS, who are still operating as normal at this time.  If you select Parcel Force at check out, it is likely we will ship by an alternative courier. 

Pallet shipments and small parcels by Royal Mail are unaffected

Customer Support is by email only.

We are running a couple of days behind answering emails and messages.  Email volume is substantially increased and we have a dedicated team working every day to keep on top of them.  There has been an issue with our service desk software not posting replies to all messages sent via facebook.  We are now responding directly in the facebook app to ensure delivery.  If you sent us a message on facebook on or before Friday 19th April and have not had a reply, please re-send your message.

Thank you for your support and your patience!  

Wishing everyone good health and safe shooting from the team at Merlin.

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Easter Weekend Update

The warehouse will be closed Friday 10th, Saturday 11th and Sunday 12th.  Re-opening Monday 13th.

We’re shipping record numbers of parcels; but we do anticipate running a day or so behind during next week due to the Bank Holiday. After recuperating this weekend our amazing warehouse team will be in extra early on Bank Holiday Monday for a long shift to clear the weekends orders and get everybody’s archery equipment to you as soon as possible.

Email and facebook message responses through the Bank holiday weekend will be limited with full service resuming on Tuesday 13th.

We noticed a glitch with our service desk software today meaning that some answers we were sending to facebook messages were not being passed through to facebook.  Apologies if you have not had your facebook message answered.

The couriers collecting from us have been doing a great job this week, with multiple collections every day. 

Suppliers are delivering with only occasional delays. 

Thank you for your support!  

Wishing everyone good health and safe shooting from the team at Merlin.

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6th April 2020 Update

Online ordering and email support are still fully operational.

We do close on weekends, so are currently working through this weekend’s orders and emails.

We’ll be closing the warehouse for on Good Friday 10th, 11th , 12th but will reopen on Monday 13th.

Orders are being despatched, couriers are collecting, and our suppliers are delivering.  (And the sun is shining!)

Thank you for your support!  

Wishing everyone good health and safe shooting from the team at Merlin.

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2nd April 2020 Update

Online ordering and email support are still fully operational.

Orders are being despatched daily. 

Emails are being answered daily.

Courier collections are running well.

Deliveries from most suppliers still coming in, but with some delays.

We are running low on some products, such as target bosses.  We will be re-stocking some popular bosses over the next few days.

For everyone practicing at home, I’m enjoying following the ‘Beat the Outbreak Online Archery League' on Facebook!  

Thank you for your support and understanding.

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31st March 2020 Update

Online ordering and email support are still fully operational.

Our warehouse team is working well with a record number of outgoing shipments yesterday.

Our customer service team are answering record numbers of messages daily.

Stock is arriving daily from our suppliers, with some shortages of particular products.

Courier collections are running well and we are having multiple collections through the day.   

Thank you for your support and understanding and a huge thank you to our staff for their extra efforts during this time.

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30th March 2020 Update

Online ordering and email support is still fully operational with orders shipping every day.

We are running a little behind dispatching some orders due to the very high demand of archery equipment, and there is currently a delay answering emails due to volume.

Our team our working extremely hard to get up to date.

Thank you for your support and understanding.

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26th March 2020 Update

Online ordering and email support is still fully operational with orders shipping every day.

There are still some delays with our supply chain and our reduced workforce.

Couriers collections are intermittent through the day as they are struggling to provide enough capacity in their vehicles for our outgoing shipments.

Everyone is doing their very best. Thank you for your support.

 

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25th March 2020 Update

Please note that we are excepting incoming enquires by email only.  Our phone support service has been temporarily disabled due to the current situation.

Our customer service team are answering all emails as soon as possible.  If your enquiry requires a call back, please email your phone number.

Our warehouse and online services are still fully operational, and we are despatching orders daily, with some delays due to supply chain issues.

Our team are amazing and are working incredibly hard to fulfil your orders and respond to messages during this challenging time.

Thank you for your understanding and support.

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23rd March 2020

Our Loughborough and County Durham shops are now closed until further notice following the direction of our government.

Online sales and customer service are currently still fully operational, and we are still shipping as normal.  Please continue to order online at www.merlinarchery.co.uk

We will continue to update this page as the situation changes.

Stay safe everyone!

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