COVID-19 Status Update
- Inventory & Fulfillment
- Company Update
An inventory and fulfillment update from Parker Imeson, Chief Operating Officer
First, we hope you and your family are staying safe during this turbulent time. Safety continues to be our top priority at Splash, with our administration and customer service teams all working from home. Our shipping team is also working tirelessly to ensure the safety of our entire team, while continuing to service customers at the highest level possible.
We've seen an extreme spike in order demand throughout this stretch, and while our shipping team has done an absolutely fantastic job diligently navigating through the unexpected volume, they have fallen behind our normal shipping time frame.
New orders are currently shipping orders within about 2-5 business days depending on your order date. We continue to add staff/hours, which has proven difficult during this time as we continue to make safety the most important consideration, but I can assure you we are committed to getting your order to you as fast and safely as possible.
On our inventory/selection:
In order to be able to ensure that we are able to quickly manage out-of-stocks on specific wines during these uncertain times, we are currently suspending the "wines included" overview for certain offers. On that basis, while we are unable to guarantee specific wines in the pack, we promise that any substitutions will be of equal or greater value than the wines originally designated for this pack.
We very much appreciate your understanding and continued loyalty during this unprecedented time.
Chief Operating Officer - Splash Wines
Company update from Rob Imeson, Founder and CEO
Putting the best face on it, these are pretty uncomfortable times with a lot of uncertainty. It will pass, but I think we will all get through it a lot easier by assuming a position of responsibility, not only for ourselves but also for those around us. The team at Splash want you to know that we have implemented the following in order to stay safe and continue providing our customers with the amazing wine and outstanding customer service they have become accustomed to:
• DISTANCING. Our entire team—which is only 14 to begin with—has been working from home and will continue to do so until the country gets to the other side of this crisis. They are fully integrated with access to our entire system and the transition has been seamless, with customer service performing at the same high level you have come to expect.
• PRODUCT SAFETY. Wine—regardless of the country of origin—is not impacted by Covid-19. It is produced and shipped in sterile conditions and the possibility of contamination during the delivery process is negligible given the precautions being taken by all courier services. There have been no reports of anyone being contaminated by courier packaging and we do not expect it.
• WINE AVAILABILITY. Right now, we are well-stocked with most wines and are working diligently to secure more product as quickly as possible to keep all your favorites available as demand increases. As such, it is possible that we may run out of some bottles. If this happens, please rest assured that we will act in your best interest to replace them with bottles of equal or greater value.
• WINE SHIPPING. Because of the spike in direct-to-consumer online shopping, like all other online retailers, we are experiencing short delays as the delivery system becomes more burdened. We know that our loyal customers have become accustomed to very quick delivery. Please trust that our warehouse team is working tirelessly to pack your order and we trust that the couriers we work with are doing their absolute best. In the worst-case scenario, it is possible that we could experience periodic shutdowns if a significant part of the fulfillment or delivery workforce is impacted in the coming weeks. We hope that this is not the case and you can be assured that we will always work hard to keep supply lines open, but we also think it is important to prepare for any possibility. Whatever happens, our customer service team will communicate any updates with you.
•PRICING. No matter what, we are not going to change our pricing strategy to take advantage of the circumstances. Not only will we never engage in price gouging, but soon you can look forward to better-than-ever deals as we try to do our part to help improve the outlook. Stay tuned for that!
We always appreciate your business, but it is times like this that we learn just how grateful we are that you are part of the Splash family.
Rob ImesonFounder/CEO - Splash Wines