Update From The OCS On Product Shipping And Customer Service - October 25, 2018

October 25, 2018 (TORONTO)  - The OCS website has functioned well and has been able to process more than 150,000 orders since the federal government’s legalization of cannabis. Ontario received more orders for cannabis online in the first 24 hours then all other provinces combined, according to publicly released figures. Despite this, OCS has adequate product supply to fulfill these orders, and continues to receive supply on a regular basis.

Our staff continues to work around the clock to fulfill customer orders and respond to customer inquiries and calls. Still, the unbelievably high demand and complications related to rotating strikes at Canada Post, as well as a noted mail backlog at Canada Post, will result in longer-than-expected delivery times for some people.

While a majority of first-day orders have been fulfilled, many first-day customers will continue to see delivery times that are longer than anticipated. With over 9,000 Canada Post workers off the job in the GTA over the past week in rolling strikes as well as Canada Post receiving a limited number of orders, delivery times could be further impacted as the backlog at Canada Post continues to pile up.

As we work to mitigate the ongoing impacts of the Canada Post labour disruptions, we have also taken a number of steps to add additional capacity to our processing facility that will help meet the unprecedented demand we have seen since October 17th. Additionally, OCS has increased its capacity to speak with callers and reduce wait times for people while on hold with the customer service line by implementing additional human resources.

Also, a number of people are reporting that their pre-authorized credit card charges have disappeared, leading to incorrect presumptions that their orders have been cancelled. They have not — this simply means the order is in progress and the final payment is being processed. There could be a delay before this appears on a customer’s statement as a charge, as well as a delay in receiving shipping confirmation from Canada Post.

OCS is working with Canada Post to try and alleviate the backlog. “We continue to ask for the public’s patience as we work through these unprecedented issues. OCS is committed to the highest standard of customer service, and we are taking steps to ensure we can achieve this standard. We will continue to provide updates to the public as we work through these issues,” OCS President Patrick Ford noted.