12/06/2026
The Reality Behind the Rush: An Apology to Our Community
At Oliver’s Craft, we pride ourselves on transparency, hard work, and keeping our word. Over the last two weeks, a behind-the-scenes logistics nightmare completely compromised the service you deserve. You are owed the full story, and our sincere apology.
When our recent production run landed, we had over 120 backorders ready for our UK and EU clients. We booked a massive, single-day collection with UPS to get ovens to your doors quickly. That is when the system broke down.
- The Pickup Failure: Despite knowing the heavy nature of our equipment, the freight forwarder repeatedly sent a single driver in a standard van who refused the cargo due to weight. Even though our warehouse team was staged to do all the heavy lifting, the drivers couldn't accept shipments they'd have to unload alone at the depot. It took days of fighting just to get the stock moving.
- The Split Shipments: Once inside the UPS network, orders were split. Oven bodies went down one lane; accessory kits went down another. Many of you received your accessories on time while your ovens were misplaced or misrouted. We intercepted these errors and scheduled emergency recovery collections, only for the courier's system to split the second batch all over again.
For a business built on precision and trust, watching this unfold while locked out of a faceless corporate network was absolute torture.
Refusing to let a third batch fall into that cycle, we broke the contract and switched to FedEx. They have initiated the final collections, and we have spent the last 48 hours ensuring every single remaining backorder is securely in transit.
Every backorder has now been successfully dispatched, and live tracking details are in your inbox. To anyone caught up in this nightmare: we are deeply, truly sorry. We fought hard, but we fell short by trusting the wrong network. We have completely overhauled our shipping framework to guarantee future logistics match the elite tier of our equipment.
Thank you for your patience, grace, and relentless support while we fought to bring the fire home.