Dear X-POLE VIPs,

I am writing to you today with an important update and a heartfelt apology regarding the delays in fulfilling your order with X-POLE Australia.

We had advised our customers that the Presale stock sold in late November, was due to arrive and be unpacked December 14th. This was based on a container arrival date of 10th December. 

The container is yet to arrive to our warehouse. After chasing our team, we have been made aware of a significant challenge that has unexpectedly impacted the delivery of your order. 

Industrial action at the ports: 

DP World, a key player in our supply chain, has been experiencing extensive industrial actions since October 1st, leading to substantial disruptions. These actions have caused a backlog of containers and significant delays in shipping times, impacting the timely delivery of your order.

To provide some context, the ongoing strikes and work bans by approximately 1800 wharfies have led to a backlog of 45,000 containers nationwide. This is a larger impact than the 30,000 containers affected by the November cyberattack. The delays average around 10 days, with some extending to 19 days, affecting imports and exports crucial to our operations.

The situation has escalated to the point where DP World is seeking intervention from the Fair Work Commission (FWC) to implement a 90-day "cooling off" period. This move aims to suspend the ongoing industrial action, which has been causing more disruption than the cyberattack experienced last month. The current industrial action has resulted in widespread concerns over shortages, particularly as we approach Christmas.

Our order turn around time:

Despite our best efforts, these external factors have hindered our ability to meet our usual standards of service. Our warehouse team, initially scheduled for a break starting December 21st, is now preparing to work through the holiday period to unload and dispatch back orders as soon as they are available. Unpacking our containers usually take a full business day, with the average turn around of a presale container being 3 buiness days. Our warehouse team will be forgoing their time with family, to unpack & dispatch all our Presale orders & for that we are very grateful. 

At this point we have a container ETA of the 30th December. Access to the container "should" be around the 2nd of Jaunary with dispatch commencing as soon as the stock is unloaded. 

You can choose what you'd like to do: 

We understand the frustration and inconvenience this does cause, and we can only, sincerely apologize for this situation. In response, we are offering you the following options regarding your order:

• Continue to Wait: We are doing everything we can to expedite your order. Orders will go out immediately, as soon as we have access to the container. 
• Cancel Your Order: Should you prefer not to wait, we will process a cancellation and a full refund. Please bear in mind that this is our only stock shipment until March, pending any further port delays. Several lines have sold out during presale, so even securing the set you wanted was a win. However if the set you ordered was for a particular event, we understand and can offer a credit or refund. 
• Discuss Further: Please reach out to us for any additional information or concerns. My direct email is below & I will do everything possible to ensure you are updated as soon as we are regarding any news.

The bigger picture: 

This situation is a result of complex industrial relations issues, with both DP World and the Maritime Union of Australia (MUA) involved in ongoing negotiations. The MUA is advocating for various worker demands, including pay rises and changes to the roster system. Both parties have accused each other of impeding the negotiation process.

The broader impact on the Australian economy is significant, with escalated transport and logistics costs affecting consumer pricing and the export sector. The estimated daily cost to Australian trade is over $20 million.

We remain hopeful that a resolution can be reached soon, and we are closely monitoring the situation to provide you with the most accurate and up-to-date information.

We are here to help:

For any further queries, or to discuss your options, please email us at sales@x-pole.com.au

If you have an angry email, please directly send it to me and not to my team, as it is not the fault of my CX team and they have plenty to do this time of year. Ultimately as the business owner, the responsability falls to me. So please do not hesitate to contact me directly at jessie@dance4me.com.au for any complaints. 

 Your understanding and support during this challenging time are greatly appreciated.

Once again, please accept my sincere apologies. We are committed to resolving this issue as swiftly as possible and look forward to fulfilling your order with the quality and service you deserve.

Thank you for your patience and for being a valued part of our X-POLE community.

Jessie
Director

X-POLE Australia