June 18, 2020
Dear Valued Customer,
Due to the current global pandemic crisis, KTM Twins has seen a large increase in Internet traffic through our website, and is experiencing a large increase in customer tickets, phone volume and shipping delays. This has also resulted in longer than normal delays in inquiry response. We apologize for this delay and inconvenience.
We want to be as transparent as possible with every single one of you and hope to get through this together! As we mentioned above, KTM Twins has seen a large increase in overall traffic and we are working towards overcoming that every day.
In order to maximize our efforts to fulfill all of your orders as soon as possible, we would like to share how we’re addressing our challenges and efforts in each department:
COVID-19 - California STAGE 2: Lower-risk workplaces
Since March 19, 2020, California has been under a Stay-at-Home order, which has limited the number of team members at the KTM Twins Headquarters. Currently, California is in early Stage 2, where essential businesses can open with modifications. The state is issuing guidance for businesses to follow, which we have continued to do so.
For more information on the California Resilience Roadmap, please
click here.
WAREHOUSE
As stated in the section above, our warehouse has continued to abide by the Resilience Roadmap, which has caused challenges in the quantity of personnel on hand completing shipments. As of Monday June 8th, our warehouse has been operating at 100% capacity for 24 hours a day. That’s right! We’re shipping, receiving, and fulfilling 24 hours a day now. On top of having a 24-hour warehouse, we’ve expanded our fulfillment team and are taking all of the necessary precautions to ensure they have a safe work environment and get on with fulfilling those orders while still maintaining safety and sanitary measures!
Current employees from other departments who have previous experience working in the warehouse have been working every Saturday for the past month. Managers and Supervisors are all in the warehouse. All hands-on deck! Our goal is to get back on track and we are determined to do so within the next 2-3 weeks!
CUSTOMER SERVICE
To those who have had difficulty contacting us via phone call or email, please note there is an extremely high volume of calls and emails that has contributed to our delay in communication. We recommend sending us a direct message via social media: Instagram & Facebook.
THANK YOU
Lastly, we want to thank every single one of you who have stuck by our side through all of the ups and downs. Starting off 2020, we had no idea the world would be where it is today. There has been a lot of negativity on social media regarding our situation and many others in the world, but we praise all the people who see the positive side of things and continue to support us. We wish nothing but a safe and healthy year and sending good vibes to all!
Sincerely,
Steve Isenhower
Chief Executive Officer
