Coronavirus (COVID-19)

  • Last Updated: 01/12/2020 at 09:30
  • amberScan Status:

Latest Update

30/11/2020 - Currently we are operating on AMBER/RED status. However, this is under constant review as current demand following the Black Friday weekend means our handling time is currently between 1-5 days for both delivery and Qcollect orders. Once dispatched, parcels are still sent on a next day delivery service via DPD, currently there are no known delays on this service. Qcollect customers should not travel to the Scan store until they receive an email to say that their order is ready. For orders after 30th November we have had to pause the availability of the Qcollect service due to high demand. The Scan website is unaffected and operating as normal.

Our Customer service phone lines and live chat are extremely busy so we ask that customers wait 5 days before contacting us about a shipping delay. The most up to date information for your order can be found via the status update emails that are sent for each stage of the order process. We are sorry for any inconvenience caused should your order be delayed and hope you understand given the current situation.

The Scan retail store remains closed for the rest of this week so for technical Support or returns teams customers need to contact us either online or over the phone. Information on how to do this can be found below.

Video

We appreciate your support
The team at Scan just wanted to extend our THANKS for your support over the COVID period, so we have made a short video for you to say it with words.


Safety
The safety and welfare of our teammates has slowed down our processes and consequently resulted into delays. However we remain fully operational. We have two full time healthcare workers ensuring we are following best practice guidelines to mitigate against Covid-19 whilst monitoring government guidelines daily.
All teammates have a transparent workplace policy. It is voluntary for them to work at a rate that they feel is fair.

Extended Logistics shifts
Now in operation to help ease the order processing.

Extended call centre hours
Due to high call volumes, our call centre lines are now open 9am - 19.30pm Mon - Fri.

Scan Store
The Scan retail store is currently closed until further notice. For technical Support or returns customers need to contact us either online or over the phone. Information on how to do this can be found below.

Q collect
Contactless collection from our Store in Bolton. This is only for the collection of goods where we can maintain a contactless service. Customers should not travel t the Scan store until they have received the email stating that their order is ready. We cannot guarantee a same day or next day collection on Qcollect orders.

Technical fault
If you find you have a technical fault with a product you have purchased or need technical advice, please contact our Returns team directly on 01204 474747 or log a query HERE and we will be able to assist. Please DO NOT take your item to our Bolton store as it is closed.

Ship to Shop service
DPD, our parcel-shipping partner, is now offering the Ship to Shop service, where parcels are delivered to local shops instead of the customer's home address.

We are facing challenging times along with chaos, anxiety and uncertainty effecting everyone. Daily life feels like a Sci Fi plot, but in reality there are many things we are doing to mitigate the effects of COVID 19.

In a word we are being Agile in a crazy scenario.

Key Focus areas :-

People

Teammates and customers are our priority.

We have adjusted our processes and working patterns to minimise the spread of COVID 19 and balancing the service levels offered to customers.

We are prioritising safe working and support and reviewing this several times a day.

Scan has a company wide Wellness programme that is uncommon, but so essential in such times to keep moral high.

Advice is available to all teammates from healthy living, exercise and diet to providing a full range of psychological services to assist through this uncertainty and its effects on family and friends.

Operations

We will work to best practice guidelines and be transparent on our operations via a traffic light status put on the web page showing the latest updates on how COVID-19 is affecting Scan's ability to operate.

Supply Chain

All of Scan's core supply partners are committed to help mitigate the supply chain disruptions. We will have daily updates on supply and try our best to ensure stock outs are kept to a bare minimum.

Goodwill

Getting the above areas right, we will do all we can to keep our service standards as high as possible to our loyal customers.

We appreciate your custom, loyalty, support and patience.
A massive thank you,

Team Scan

 

Want some more information?

We are currently experiencing high call volumes, to get the quickest reponse please complete the form below. For updates on your order, you can track your order online and check your emails for regular updates.