Customer Service / COVID-19 Status

  • Status Update: 11/05/2021 at 09:30
  • greenScan Status:

Latest Update

11/05/2021 - Currently we are operating on GREEN status. As per the government guidelines we are pleased to announce that our retail store re-opened on 12th April and has returned to normal opening hours. Our QCollect service has also returned to normal operation with customers able to enter the store and go straight to the collection desk. We ask that any customer coming to Scan check-in on arrival, wear a suitable face mask and observe social distancing rules to help protect other customers and our teammates.

We still recommend that where possible customers minimise the risk to themselves and our teammates by using our website and next day delivery services.

Our Customer service phone lines and live chat continue operating normally with extended opening hours from 9:00am until 7:30pm. Please see our opening times for the latest information

Video

Safety
The safety and welfare of our teammates is out top priority, 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.

Call centre hours
Mon to Fri 9:00am - 7:30pm
Sat 10:00am - 4:00pm
Sunday 10:00am - 2:00pm

Scan Store
The Scan retail store re-opens on 12th April 2021. This will be reviewed according with the most up to date government guidelines. Opening times can be found here(link). We ask that check-in on arrival, wear a suitable face mask and observe social distancing rules to help protect other customers and our teammates.

Q collect
From 12th April our Qcollect service returns to normal operation with customers able to enter the store and proceed to the collections desk. We ask that customers check-in on arrival, wear a suitable face mask and observe social distancing rules to help protect other customers and our teammates. Customers should not travel to the Scan store until they have received the email stating that their order is ready. We cannot guarantee a same 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.

Non UK shipments
We are still working with couriers to complete our integration for NON UK shipping services. Unfortunately, this is taking longer than originally expected but we are hopeful that we can resume shipments in the coming weeks and will provide further updates as progress is made. We thank you for your continued patience.

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

 

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