Our customers have told us directly of their anxiety over the supply of their pet's food and we're working around the clock to ensure that pet's bowls don't go empty.
The current government advice to stay at home and keep our distance from others has meant that the volume of online orders we are taking has increased exponentially over a very short period of time. This has led to a number of challenges that we have had to work quickly to resolve in order to meet customer expectations.
Like many other retailers, we have had to take action to ease the strain on our fulfilment process, helping us to continue to dispatch orders as quickly as possible.
The temporary measures we have been forced to implement are:
Looking After Our Colleagues
The welfare of our team is of paramount importance to us. Whilst our colleagues ensure pets receive their essential supplies, we have implemented 2 metre working distances in line with social distancing guidance, provided personal protective equipment (PPE) and enforced procedures such as routine handwashing.
Customer Enquiry Response Times
Our customer service team are still here to help. Due to the unprecedented demand we have seen in recent weeks, we have also experienced a significant increase in customer queries. The amount of inbound enquires we're receiving means that we make take slightly longer than usual to respond, we would like to reassure customers that their communication is important to us and we’re committed to providing the same great service our customers have come to expect.
Limited products per order
We are limiting single orders to an individual product in order to speed up our picking and packing process. You can order multiple quantities of the same product type. It’s much quicker for our colleagues to pick, pack and dispatch an order containing a single product line, even at multiple quantities. They are also able to do this at a greater, and therefore safer, distance from each other. Customers are still welcome to place separate orders where different products are required.
Temporary website closure
On occasion, it will be necessary for us to close the website. Unfortunately, this will mean that customers will be unable to place orders for a period of time. These measures are temporary and will allow us to fulfil the maximum number of orders in our capacity. When the website is closed, a timer will be displayed to inform customers when they will next be able to order. Please do pop back.
We understand that these measures will mean a greater inconvenience for our customers and for that we are incredibly sorry. We will continue to work around the clock and with everything in our control to continue to deliver essential pet food and supplies to our customers as quickly as possible. We thank you for your support and understanding.
This is a temporary measure and we look forward to returning to full service ASAP.
Wishing you, your families and your pets well,
All the team at Monster
We'll be open again in
To avoid disappointing our customers we are limiting the number of orders we take each day during this period of unprecedented demand. Our customers and their pets remain our priority and this measure will allow us to continue delivering happiness from head to tail.
Please pop back again soon.