Customer Update
In 2025, we experienced significant supply chain disruption, including the loss of a key supplier. This created delays, uncertainty, and frustration for many of you.
We are truly sorry.
These issues arose following the sudden collapse of a key supplier, which required us to rebuild a significant portion of our supply chain while managing increased demand. Since then, our priority has been stabilising operations and addressing the impact this had on you.
We know that for many of you, this was more than an inconvenience. It meant long waiting times, unmet expectations, and difficulty getting clear updates. This is not the standard we aim to deliver, and we take full responsibility for your experience.
Since early 2026, we have taken a number of steps to strengthen our operations and improve your experience, including:
- • Rebuilding key parts of our supply chain and delivery processes. With recent investment, we have been able to support a more reliable service going forward
- • Expanding our customer support team and improving how quickly and effectively we respond to you
- • Improving communication around delivery timelines, with clearer guidance and more proactive updates
- • Implementing a structured approach to reviewing and resolving outstanding cases
We are actively working through all outstanding queries, including refund requests. Please be assured that all cases remain active and under review, and we are working to resolve them as fairly and efficiently as possible.
We have also engaged with the Competition and Consumer Protection Commission to review our processes and ensure that customer issues are being addressed appropriately.
For over 30 years, our family business has been built on trust and shared family memories. We know we fell short of the standards you expect, and we understand that your trust has been impacted. We are committed to rebuilding that through our actions over time.
Thank you for your patience and for giving us the opportunity to put things right.
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