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Waterstone's stores have begun receiving customer orders from wholesaler Gardners if the books cannot be sent through its distribution centre within 48 hours. The decision reflects ongoing concern over the hub, with staff particularly worried about customer reaction to delayed orders.
Staff were told of the move last Friday (16th October). Customers are still required to prepay for the books but if the title is not quoted as "available within 48 hours", it will be sent from Gardners rather than via its Burton-on-Trent book hub. Members of staff told The Bookseller that these orders must be recorded manually on paper rather than through its Phoenix IT systems.
Bob Jackson, Gardners commercial director, refused to comment on whether it was fulfilling Waterstone's customer orders. He said: "We have always had a longstanding relationship with Waterstone's."
Waterstone's declined to comment. It is the latest development at the chain's Burton-On-Trent book hub as it continues to work through supply issues, following its roll-out of the hub during the summer. It emerged earlier this month that it supplied Jamie Oliver's Jamie's America direct to stores. In June, it temporarily halted taking pre-payments for customer orders as it could not guarantee delivery.