Our Website is Overwhelmed!

April 08, 2020 3 min read 8 Comments

Our Website is Overwhelmed!

Where's the cart? Why can't I place an order? What's going on?

If you have visited our website recently, you may have ended up on a page with this message:

Notice to our loyal customers:

During the recent closure of our brick-and-mortar stores, our online orders have shot upward, and we are currently struggling to keep up. Over the last two weeks, our normal turn-around time for orders has stretched to three times the normal rate, and we are only falling further behind each day.

We are working as hard as we can with a small crew of dedicated staff who are doing all they can to fill and ship orders while practicing appropriate distancing measures and sanitation protocols. To get a handle on our order backlog, we are taking the regrettable step of temporarily limiting the number of orders we accept each day. We don’t like to do this, but unfortunately, there’s no other way to keep up at the moment.

If you are seeing this page, we have reached our limit for the day. Each morning we will open the online store at 8:30 am MST and keep it open until our order limit is reached. Please try to place your order tomorrow.

We want to make it clear that we are incredibly grateful for our customers and for all the orders we receive – it’s keeping us going right now. And we promise that as soon as we’re caught up, we will start to increase the number of orders we accept each day or remove the limits entirely if we can.

We’re very sorry for any inconvenience this causes you, and we thank you in advance for your patience and understanding.

Your friends at The Silk Road

It’s true. We are absolutely overwhelmed with orders. We usually get online orders shipped out very quickly, but right now it's taking around 5-7 business days. We have a very small team working, and due to social distancing within our warehouse and our commitment to keeping our staff and community safe, we can't bring anyone else in at the moment.

For those who have asked, we are capping our daily orders at around 100 – once we hit the limit, we stop accepting any more orders until the website goes live again the next morning at 8:30 am MST. In the last few days we have hit that order limit in about 20 minutes! We know how frustrating this must be for many of you. The good news is your cart should still be intact when the site goes live again, so if you miss out, please try again the next morning.


Ordering closed for the day? You can still access the site!

If ordering is done for the day but you would like to access our site to browse, plan a future order, or read recipes, you can click the “ENTER STORE USING PASSWORD” link and use the password "JUSTBROWSING". This will allow full access to the site, but you will not be able to access your cart or add products to it.

 

To our customers: Thank you, thank you, thank you!

While it is frustrating to be overwhelmed by orders we can’t fill quickly enough, it is wonderful to be overwhelmed by the love and support of our customers. So many of you have sent us notes and messages of encouragement, and they mean so much to all of us.

We will all get through this together. As always, we really appreciate your patience, and promise we will get your spices to you as soon as we can!

 


8 Responses

The Silk Road
The Silk Road

April 29, 2020

Hi Carrie- Yes, we sell gift cards! Just search for "gift card’ on our website or cut and paste the following link: https://silkroadspices.ca/products/silk-road-spice-merchant-gift-card

Please note that we have implemented intermittent website closures and order limits in order to deal with the huge volume of orders we’re experiencing. If the website requires a password to enter or there are no “Add to Cart” buttons then we are currently closed and dealing with the backlog. Please keep checking back.

The Silk Road
The Silk Road

April 29, 2020

Hi Susan – We’re sorry, we know things are frustrating right now. We have seen a huge surge in online orders and have decided to implement intermittent website closures and order limits so that we don’t fall hopelessly behind. If you are on the site and there are no buttons to add any products to your cart, that means that we are currently closed. We have enabled access to the site via the password “JUSTLOOKING” so that you can read about spices, plan a shopping list, and access the recipes section. However, the shopping cart and checkout will not be available, and all of the “Add to Cart” buttons will be removed. When the site is actively accepting orders you will not need a password to access it, and buttons will be back, and the cart and checkout will be functional again. Please keep checking back, and thank you for your patience!

The Silk Road
The Silk Road

April 29, 2020

Hi Shelley – Yes, all of our orders ship from our Calgary warehouse with Canada Post. We offer flat rate shipping by province or territory. The rate does not go up with the size or weight of the package, so you can order as much as you like for the same shipping charge. We also offer free shipping on orders of $100+. More information including rates can be found on our website—just scroll to the menu at the very bottom of any page and click on “Shipping & Returns”

The Silk Road
The Silk Road

April 29, 2020

Hi Scott – Thanks for the suggestion. The pandemic has certainly forced a lot of changes our way, and it will be interesting to see how our business will need to adapt and respond in the long run.

Carrie SCHALDACH
Carrie SCHALDACH

April 29, 2020

I am wondering if you sell e- gift cards…
I look forward to hearing from you…

Susan Peterson
Susan Peterson

April 29, 2020

I am trying to place an order!!! How do I access the online store???
I need one 80 Gram bag of decorticated cardamom seed and one bottle of vanilla extract. It shoukdn’t Be this difficult to do!!

Shelley
Shelley

April 29, 2020

I assume that you are sending orders through Canada Post. What is the postage fee— based on the weight ? Or do you have a delivery service and fee? Thanks!

Scott Campbell
Scott Campbell

April 29, 2020

Most retailers do not know much about operations design (notable exceptions include Amazon and Walmart). You may want to consider hiring a co-op student from the Industrial Engineering faculty at Dalhousie University. Closer to home, I think U of Sask also has a “Methods” program. A senior, about to graduate student should be able to help you improve your operation significantly. Just a thought, since I think this will become the new normal, even after the pandemic settles down.

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