17/02/2024
To the VanMoof Community,
Tldr: We’ve made some huge changes to our international logistics meaning no more delays for our international customers.
We wish to address the recent concerns regarding delays in our international order deliveries, specifically those to our European customers. Transparency is key to our relationship, and as such, we believe it's important to share not only the challenges we've encountered but also the definitive steps we've taken to overcome them.
It’s also led to many posts here in this community. Some genuine, others without an order stating the website isn’t genuine (which it certainly is). Regardless we needed to make a significant change to continue offering our products across Europe and the rest of the world, and that’s what we’ve done.
Logistics Challenges Explained:
The primary cause of the delays experienced by our community can be traced back to the operational inefficiencies of our (now) previous logistics partner tasked with managing the supply chain to Europe.
The technical challenges included misalignment with customs compliance standards and inefficiencies in handling the increased regulatory scrutiny introduced by updated import regulations.
This mismanagement led to significant bottlenecks, affecting the timely delivery of orders. At the height of the problem 45% of international parcels were being returned to us due to incorrect customer information or customs challenges which became a huge operational cost and also led to a mass of reviews and poor customer experience.
Decisive Action Taken:
Recognising the impact this has had on your experience with MoofMender, we have taken decisive action. As of February 20th, 2024, we will have concluded our partnership with the current logistics provider.
We are now managing these processes directly, leveraging advanced logistics solutions and a team dedicated to ensuring compliance with the most current customs and import regulations.
This strategic shift grants us complete oversight of the shipping process, from dispatch to delivery, ensuring a level of service and reliability that meets our high standards.
Customer Support Enhancements:
To further support our community, we've expanded our customer service capabilities. This includes the addition of a dedicated third-party support provider, poised to significantly enhance our responsiveness and the quality of support you receive from us. (This will be in place by the end of FEB)
Our Commitment to You:
We are confident that these changes will resolve the delays experienced in the past. Our new direct management approach to logistics marks the beginning of a new chapter for MoofMender, one where service disruptions become a thing of the past. We’re also in discussions with the new VanMoof to find our place in the new way forwards, hoping to continue to supply old and new parts for the community.
Looking Forward:
We are incredibly grateful for your patience and understanding as we've navigated these challenges. Your support has been awesome, and for that, we are profoundly thankful.
We are committed to ensuring that from February 20th, 2024, onwards, your experience with us will only reflect the excellence you deserve.
Please stay tuned to our website, moofmender.com, for updates and further information. Your satisfaction remains our priority, and we look forward to serving you better with each passing day.
If you have an outstanding order with us that you are waiting on, please do not worry. EVERY order up until FEB 14th has been processed and is en-route, if you are an international customer, it can take 3-5 days for the tracking assignment. For new customers, we hope our improved process will surpass your expectations but know that we are here for you if you have ANY questions.
Thank you for your continued support and for being an integral part of the MoofMender family.
Warmest regards,
The MoofMender Team
