It’s been an interesting couple of weeks for those of us who’ve become used to checking STL’s stock availability and ordering online: the website was taken out of commission back on Thursday October 23rd for an IT systems upgrade over the following weekend. If things had gone according to plan disruption to service would have been fairly minimal and the site would have been restored on Tuesday October 28th.
It didn’t happen. Instead, a series of notices appeared assuring us that restoration was imminent… until suddenly, this afternoon, there it was: stldistribution.co.uk back online! Congratulations to all concerned.
Unfortunately, however, there are still a number of bugs in the system leading to various difficulties which STL are working desperately to resolve — delays in order processing, invoicing errors and incorrect carriage charges levied, to name three that I am personally aware of — and Mark Hurley, Commercial Director, is sending out periodic updates on the situation along with apologies for any inconvenience caused:
The warehouse continues to run at full capacity, but we are aware of problems in a number of areas; for example, we have charged carriage on some backorders – this and others we are working rectify as soon as possible.
We are disappointed if we have let you down and we would like to assure you we are doing all we can to meet the service levels you require. We acknowledge that the most important thing we can do at this time is to deliver your orders promptly to your door.
(Message dated 5/11/2008)
My advice is: check your invoices carefully, contact customer services promptly as soon as you notice any discrepancies and, for the time being, order elsewhere if the products you require are available from another supplier. At the moment STL are aiming for a 48 hour order turnaround; I suspect it may be some time before we see the same-day despatch we were used to before the upgrade…
Last but not least: keep the good folk at STL in your prayers; I’m sure they’re finding things just as frustrating as we are.