November 08, 2018

Dear ABLE BC members,

Over the past two weeks, we’ve heard from members about increased issues with the LDB, including: short shipments, severe delivery delays, and some LRSs not receiving invoices with their orders. Our Executive Director Jeff Guignard has been speaking with the LDB on a regular basis, and these issues have all been raised with the LDB Wholesale Operations Executive Director Todd Cooper.

As a step to improve customer service, ABLE BC has asked the LDB to extend their hours of service at the Wholesale Customer Centre for the holiday season, so you have someone to speak with past 4:00 pm. We will report back on this in the days ahead. In addition to staffing up for the holidays, the LDB has hired external temporary staff to fulfill orders at both of its distribution centres.

The LDB also shared they’ll be pausing their transition to the Delta Distribution Centre until after the holidays. That means both distribution centres will remain in operation throughout our busiest season. Given the challenges they’ve already experienced, we agree the delay is necessary.

An update from the LDB is provided below. If you have any other questions or concerns, please don’t hesitate to contact ABLE BC: 604-688-5560 or info@ablebc.ca.

Please find below an update from the LDB:

We continue to take a gradual approach to our transition from the Distribution Centre in Vancouver to the new 400,000 sq. ft. Delta Distribution Centre (DDC). Thanks in large part to the cooperation of our suppliers, the new warehouse is now stocked with the vast majority of all product SKUs.

Despite our best efforts, LDB Wholesale Operations continues to experience challenges with outbound shipping delays for those customers we’ve transitioned over to the Delta Distribution Centre; these include stores on Vancouver Island, Whistler, the Sunshine Coast, and Eastern Fraser Valley delivery areas as well as parts of the Interior. Our gradual move-over approach was intended to minimize the impact on customers; regretfully, the outcome has not met our goal.

To ensure we can consistently fulfil orders and deliver on time from our new site, LDB Wholesale Operations will delay the transition of additional customers from our Vancouver Distribution Centre to DDC until after the holiday season. This means customers will be served from both our Vancouver and Delta distribution centres until early 2019.  In addition to staffing up for the holidays, we’ve also hired external temporary staff to fulfill orders at our distribution centres.

Moving to Delta has been a significant undertaking as we integrate a new warehouse management system, new processes and new material handling equipment into our workforce. We are confident that once fully operational, our new facility and systems will result in lasting improvements for our customers. We appreciate your ongoing patience.

Should you have any questions or concerns, please contact the Wholesale Customer Centre at wholesalehelp@bcldb.com.


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