How we’re responding to Covid-19
Updated: 23rd June 2020
Over the last few weeks, we have all had to make changes to our daily lives and how we work, due to the unprecedented health crisis. Here is an update with how we are responding to this exceptional situation. If you have any questions, please don’t hesitate to contact us by clicking the ‘contact us’ icon at the top of this page.
We understand that concerns about the impact to potential business are front of mind, so hopefully the below will help shed some light on our operations:
We’re Still Open
Our focus remains on providing an uninterrupted service for all of our customers, whilst ensuring the safety of our colleagues by being diligent and responsive to government recommendations and guidance. We are continuing to take orders 7 days a week. We have been experiencing a higher level of calls, so if customers don’t want to order by phone, they can order 24/7 on the easy to use website.
Keeping you supplied
We are still delivering daily and have plenty of stock, in fact over 18,000 products are ready and waiting for you. We continue to work closely with our suppliers and will communicate any stock issues, if and when they occur. We have had to make a number of changes to our delivery service which are likely to remain in place for the next few weeks. These changes include pausing our Next Day and Sunday delivery options, as well as our new Click & Collect service, to minimise the risk to our customers. We are pleased to let you know that our trade counter, in Basildon, is now open again. However due to reduced staff and regular cleaning required to keep everyone safe, we’ve temporarily changed our opening hours as below:
We are ready to welcome you back and respectfully ask that you adhere to the social distancing guidelines that are in place. These guidelines can be viewed on a poster outside the store, so please do read these before entering. Thank you in advance for your patience and cooperation, we look forward to seeing you again soon!
Extended free returns
Due to the restriction on non-essential journeys, we have extended our 30 day free returns guarantee until further notice. This does not affect customer statutory rights, including if the goods are faulty or defective. We hope this is a welcomed benefit to our customers.
Prioritising front-line customers
If you need your goods urgently and work in front-line medicine, please contact us to see how we can help.
Protecting our staff
We regularly update all staff on how to continue working in a safe and sensible way and provide guidance from our leadership team regarding methods of control. We have equipped our premises with several hand sanitising stations and are continuing to undertake additional cleaning procedures in accordance with advice from WHO. All office staff are now working from home. The warehouse team are working on a rotating 3-shift pattern with a clear 1-hour gap between each shift to minimise any risk to staff.
And Thank you!
I sincerely wish that the impact on our customers, their families and their businesses, is minimal. Thank you to our customers for continuing to support us, to our suppliers for working closely with us to ensure we can continue to operate, and to all the staff for showing outstanding commitment values. When we come out of this, I truly believe that we will all be stronger for it and am proud of how everyone has pulled together over the last few weeks and hope you agree that this is a great company to do business with. If you have any questions please do not hesitate to get in contact with us.
Marco Verdonkschot | Managing Director