Customers expect transparency and clarity – something clearly lacking here.
Exactly – the up in the air time frames are not acceptable. If it’s going to take ten weeks then the website should say it will take 10 weeks, not ‘allow up to’ – be honest with people about timescales, so people can make informed decisions – and if demand is overwhelming the processing (and potentially again as COVID cases seem to be increasing staff illness may be an issue) then tell people – if we know we can deal with it!