Online home deliveries of groceries

[JohnL]

Signed up for a weekly box with https://www.spierssalads.com/

Not sure how good it'll be but I'm exploring at the moment.

Really want a nice fish delivery :)

[JohnL]

singalto Wrote:

-------------------------------------------------------

> I wanted to do a Sainsburys online shop but all

> slots were booked up until the 8th April so, as I

> have problems sleeping, I decided to read until

> midnight and watched the 9th April appear in the

> delivery calendar: there were no available slots!

> How is that possible?

Priority to those registered as in need.

"our online customers who are over 70 years of age or have a disability will have priority access to online delivery slots"

[dbboy]

And quite expensive - https://www.spierssalads.com/fruit-n-veg-boxes/free-range-eggs-2l-milk-and-250g-butter-staples-box, should be no more that ?6max

JohnL Wrote:

-------------------------------------------------------

> Signed up for a weekly box with

> https://www.spierssalads.com/

>

> Not sure how good it'll be but I'm exploring at

> the moment.

>

> Really want a nice fish delivery :)

[IlonaM]

JohnL Wrote:

-------------------------------------------------------

> singalto Wrote:

> --------------------------------------------------

> -----

> > I wanted to do a Sainsburys online shop but all

> > slots were booked up until the 8th April so, as

> I

> > have problems sleeping, I decided to read until

> > midnight and watched the 9th April appear in

> the

> > delivery calendar: there were no available

> slots!

> > How is that possible?

>

> Priority to those registered as in need.

>

> "our online customers who are over 70 years of age

> or have a disability will have priority access to

> online delivery slots"

Problem is making sure you can register as such. I haven't got through on phone and last time I looked there was no way of making sure registered through my online account.

[JohnL]

dbboy Wrote:

-------------------------------------------------------

> And quite expensive -

> https://www.spierssalads.com/fruit-n-veg-boxes/fre

> e-range-eggs-2l-milk-and-250g-butter-staples-box,

> should be no more that ?6max

>

> JohnL Wrote:

> --------------------------------------------------

> -----

> > Signed up for a weekly box with

> > https://www.spierssalads.com/

> >

> > Not sure how good it'll be but I'm exploring at

> > the moment.

> >

> > Really want a nice fish delivery :)

Yes could be - looking at meat and fish and bread/milk too but willing to try a few for now and see what I get - noticed some sites are beginning to refuse customers not registered.

Will we begin to have to pay more and what if some can't :(

[IlonaM]

This is what is on the Sainsburys Groceries website this morning:

Working to feed the nation

We are working round-the-clock to provide customers with more information around how we plan to continue serving our customers in the current climate, especially those who are elderly and vulnerable.

How we?re responding to COVID-19 (coronavirus)

We have listened to your feedback and taken further steps to make sure everyone has access to food and essential items, and to keep supporting our colleagues

From Monday 23 March, we are consolidating our opening hours and all our supermarkets will be open from 8am to 8pm Monday-Saturday. Sunday opening, Sainsbury?s Local and petrol station hours will stay the same. This means we can focus our store colleagues? time on keeping shelves stocked and serving our customers well.

Many of you have told us how much you appreciated the hour we set aside for elderly and vulnerable customers on Thursday 19 March, and that you would like this to become a regular event. Every Monday, Wednesday and Friday, all our supermarkets will dedicate 8am to 9am to serving elderly, disabled and vulnerable customers, as well as NHS and Social Care workers.

Helping elderly, disabled and vulnerable customers access food online (from Monday 23 March)

Adding more Click & Collect locations (from Monday 23 March)

Putting limits on certain products (from Wednesday 18 March)

Closing our cafes and counters (from Thursday 19 March).

You can read the latest from our CEO Mike Coupe at the bottom of this page.

How we?re helping our customers

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery and access to click & collect slots.

We?ve already been able to identify some existing customers who are elderly, vulnerable and disabled through the information that we have about them and we will be emailing these customers over the course of the weekend, but we know that we haven?t been able to identify all of our vulnerable customers. We?re working hard, alongside the government and retail industry, to identify more of them.

We are also working hard to make further home delivery and click & collect slots available for our delivery pass customers and will be contacting these customers over the coming days. As we have shared, we are increasing access to our click & collect service and we hope to make that available to more customers very soon.

Identifying our elderly, disabled and vulnerable customers

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery and click & collect slots.

We?ve already been able to identify some existing customers who are elderly, vulnerable and disabled through the information that we have about them and we will be emailing these customers over the course of the weekend, but we know that we haven?t been able to identify all of our vulnerable customers. We?re working hard, alongside the government and retail industry, to identify more of them.

There?ll soon be a process in place so you can tell us that you?re elderly, disabled or vulnerable and get added to our vulnerable list and we?ll let you know how to do this through our website.

Delivering to self-isolating customers

If you are self-isolating, please let us know using the delivery instructions box ? this can be done when you are placing or amending your order at checkout. Otherwise this can be found in My Account > My addresses > Add your delivery instructions.

Our drivers will call ahead to let you know when they will be dropping your shopping in bags on the doorstep.

If you have identified as being in self-isolation our drivers will ask you to wait inside before bagging up your order, placing it on your doorstep and letting you know that it is ready for you to pick up.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Finally, our colleagues will not ask you to sign for your delivery.

Doorstep deliveries

In order to protect the safety and wellbeing of our customers and colleagues we are taking a number of steps to ensure that we are able to deliver to you as safely as possible.

We have taken the decision to deliver your shopping to your front door rather than taking it inside. If you live in a flat, we will still bring your shopping to your own front door.

A handy tip can be to keep some shopping bags, cardboard boxes or even your laundry basket close by when your delivery is due to help bring your shopping into your house.

Drivers will use alcohol based hand sanitiser regularly throughout their deliveries.

Delivery slot availability

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery slots and access to Click & Collect services.

We?re working to identify more vulnerable customers and hope to be able to open this service to new customers soon. We are also working hard to make further home delivery and click & collect slots available for our delivery pass customers and will be contacting these customers over the coming days.

As we have shared, we are increasing access to our Click & Collect service and we hope to make that available to more customers very soon.

Product availability

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers. 

Substitutions

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Customers without a Delivery Pass

If you fall into the definition of a vulnerable customer then we are working through how to identify you and give you access to priority home delivery.

If you do not fall into this category then you can still access grocery online through our expanded click and collect offer. At the moment we?re focussing on customers that need our help the most.

Click & Collect

For our Click and Collect online customers who can travel to our stores, from Monday 23 March, we will operate an expanded ?click and collect? service.

We are significantly increasing the number of collection sites across the country over the coming days in preparation for this.

Customers can place their order online as usual and pick it up from a collection point in the store car park.

[IlonaM]

Further email update from Sainsburys CEO this morning: priority shopping instore & online:

'Dear [],

We are continuing to work around the clock to feed the nation in these challenging times.

Many of you have written to me in the past 24 hours to tell me that you like the idea of priority shopping for NHS workers and for elderly and disabled customers, but that these should be at different times.

We have therefore decided to allow NHS and social care workers to shop in our supermarkets for half an hour before they open each day. So anyone with NHS ID will be able to shop from 07.30-08.00 every day from Monday to Saturday. We're delighted to be able to offer priority shopping to all the hard-working NHS staff across the country who are working so hard to keep us all safe and well.

In addition to this, every Monday, Wednesday and Friday, all our supermarkets will dedicate 08.00-09.00 to serving elderly customers, disabled customers and carers.

Many of you have also asked me about priority online delivery slots for elderly, disabled and vulnerable customers.

We have been able to identify a number of customers as elderly and vulnerable based on the information they have given us previously. These details would include date of birth and if you have ever used our vulnerable customer helpline. For all of these customers, we will email you today (Sunday) with information on when slots will become available.

If you do not receive an email and you consider yourself to be vulnerable, please visit our Groceries Online website on Monday for information on how to contact us. We are also working as quickly as possible on an option for people to register themselves as disabled and vulnerable on their online shopping accounts.

Thank you to everyone who has taken the time to get in touch with me and share your feedback - it's because of you that we are making these changes and we will continue to listen, learn and adapt during this uncertain time.

Best wishes

Mike'

[IlonaM]

Further update from Sainsburys (from website this morning - Mon 23rd):

- Registering as over 70, vulnerable, disabled

- Priority deliveries

etc,

'Working to feed the nation

We are working round-the-clock to provide customers with more information around how we plan to continue serving our customers in the current climate, especially those who are elderly, disabled or vulnerable and NHS and social care workers.

How we?re responding to COVID-19 (coronavirus)

We have listened to your feedback and taken further steps to make sure everyone has access to food and essential items, and to keep supporting our colleagues. These are summarised below. For full detail, please read the latest letter from our CEO Mike Coupe at the bottom of this page.

From Monday 23rd March, we are consolidating our opening hours and all our supermarkets will be open from 08.00 to 20.00 Monday ? Saturday. With the exception of some stores in Scotland, Sunday opening hours will stay the same (please check on Store Locator for Sunday opening hours in your store). Sainsbury?s Local and petrol station hours will stay the same

Every Monday, Wednesday and Friday, all our supermarkets will dedicate 08.00 to 09.00 to serving elderly customers, disabled customers and carers

NHS and social care workers will be able to shop in our supermarkets for half an hour before they open, from Monday to Saturday. Anyone with NHS ID will be able to shop from 07.30 to 08.00 on these days

We have prioritised online delivery slots for elderly, disabled and vulnerable customers. We?ve already been able to identify some existing customers who are elderly, disabled and vulnerable through the information that we have about them and have emailed these customers. But we know that we haven?t been able to identify all of our vulnerable customers. If you?re elderly, disabled or vulnerable and think you should be on our vulnerable customer list, please get in touch on 0800 328 1700

Adding more Click & Collect locations (from Monday 23 March)

Putting limits on certain products (from Wednesday 18 March)

Closing our cafes and counters (from Thursday 19 March).

How we?re helping our customers

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery and access to click & collect slots.

We?ve already been able to identify some existing customers who are elderly, vulnerable and disabled through the information that we have about them and we will be emailing these customers over the course of the weekend, but we know that we haven?t been able to identify all of our vulnerable customers. We?re working hard, alongside the government and retail industry, to identify more of them.

We are also working hard to make further home delivery and click & collect slots available for our delivery pass customers and will be contacting these customers over the coming days. As we have shared, we are increasing access to our click & collect service and we hope to make that available to more customers very soon.

Identifying our elderly, disabled and vulnerable customers

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery and access to click & collect slots.

We?ve already been able to identify some existing customers who are elderly, vulnerable and disabled through the information that we have about them and have emailed these customers. But we know that we haven?t been able to identify all of our vulnerable customers. We?re working hard, alongside the government and retail industry, to identify more of them.

If you?re elderly, disabled or vulnerable and think you should be on our vulnerable customer list, please get in touch on 0800 328 1700.

Delivering to self-isolating customers

If you are self-isolating, please let us know using the delivery instructions box ? this can be done when you are placing or amending your order at checkout. Otherwise this can be found in My Account > My addresses > Add your delivery instructions.

Our drivers will call ahead to let you know when they will be dropping your shopping in bags on the doorstep.

If you have identified as being in self-isolation our drivers will ask you to wait inside before bagging up your order, placing it on your doorstep and letting you know that it is ready for you to pick up.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Finally, our colleagues will not ask you to sign for your delivery.

Doorstep deliveries

In order to protect the safety and wellbeing of our customers and colleagues we are taking a number of steps to ensure that we are able to deliver to you as safely as possible.

We have taken the decision to deliver your shopping to your front door rather than taking it inside. If you live in a flat, we will still bring your shopping to your own front door.

A handy tip can be to keep some shopping bags, cardboard boxes or even your laundry basket close by when your delivery is due to help bring your shopping into your house.

Drivers will use alcohol based hand sanitiser regularly throughout their deliveries.

Delivery slot availability

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery slots and access to Click & Collect services.

We?re working to identify more vulnerable customers and hope to be able to open this service to new customers soon. We are also working hard to make further home delivery and click & collect slots available for our delivery pass customers and will be contacting these customers over the coming days.

As we have shared, we are increasing access to our Click & Collect service and we hope to make that available to more customers very soon.

Product availability

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers. 

Substitutions

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Customers without a Delivery Pass

If you fall into the definition of a vulnerable customer then we are working through how to identify you and give you access to priority home delivery.

If you do not fall into this category then you can still access grocery online through our expanded click and collect offer. At the moment we?re focussing on customers that need our help the most.

Click & Collect

For our Click and Collect online customers who can travel to our stores, from Monday 23 March, we will operate an expanded ?click and collect? service.

We are significantly increasing the number of collection sites across the country over the coming days in preparation for this.

Customers can place their order online as usual and pick it up from a collection point in the store car park.

Find out more about click and collect.

New Groceries Online and Delivery Pass registrations

We?re focusing on our existing customers for the time being. We are not currently able to support any new website registrations and will no longer be accepting delivery pass applications.

We will continue to review this and hope to be able to open our registrations to new customers who are elderly, disabled or vulnerable soon.

In-store caf?s and counters

To help us get more essential items onto the shelves, from Thursday, 19 March, we will be closing our cafes and our meat, fish and pizza counters in supermarkets. This means we can free up warehouse and lorry capacity for products that customers really need. It will also free up time for our store colleagues to focus on keeping the shelves as well stocked as possible.

A message from our CEO Mike Coupe

Dear Customer,

We are continuing to work around the clock to feed the nation in these challenging times.

Many of you have written to me in the past 24 hours to tell me that you like the idea of priority shopping for NHS workers and for elderly and disabled customers, but that these should be at different times.

We have therefore decided to allow NHS and social care workers to shop in our supermarkets for half an hour before they open each day. So anyone with NHS ID will be able to shop from 07.30-08.00 every day from Monday to Saturday. We?re delighted to be able to offer priority shopping to all the hard-working NHS staff across the country who are working so hard to keep us all safe and well.

In addition to this, every Monday, Wednesday and Friday, all our supermarkets will dedicate 08.00-09.00 to serving elderly customers, disabled customers and carers.

Many of you have also asked me about priority online delivery slots for elderly, disabled and vulnerable customers.

We have been able to identify a number of customers as elderly and vulnerable based on the information they have given us previously. These details would include date of birth and if you have ever used our vulnerable customer helpline. For all of these customers, we will email you today (Sunday) with information on when slots will become available.

If you do not receive an email and you consider yourself to be vulnerable, please visit our Groceries Online website on Monday for information on how to contact us. We are also working as quickly as possible on an option for people to register themselves as disabled and vulnerable on their online shopping accounts.

Thank you to everyone who has taken the time to get in touch with me and share your feedback ? it?s because of you that we are making these changes and we will continue to listen, learn and adapt during this uncertain time.

Best wishes,

Mike'

[JohnL]

I read yesterday supermarkets will move to selling emergency "boxes" of standard essentials making delivery, stocking etc. easier.

The large selection of food usually available will be removed.

[dbboy]

Which will bring out the locusts again to clear those shelves.

[Sue]

JohnL Wrote:

-------------------------------------------------------

> I read yesterday supermarkets will move to selling

> emergency "boxes" of standard essentials making

> delivery, stocking etc. easier.

>

> The large selection of food usually available will

> be removed.

Do you know what will be in those boxes?

It's a great idea, but not everybody has the same essentials.

Will they have a vegan version, for example?

ETA: Or a gentrified version, with sourdough and prosecco :))

[Alan Medic]

Alan Medic Wrote:

-------------------------------------------------------

> I wanted to send someone, who can't go out for

> fear of getting the virus, some shopping. I tried

> Waitrose, Ocado, Sainsburys, Morrisons and

> Iceland. No delivery slots available. Any others I

> could try? The person lives in SE25.

I eventually got a booking with the Co-op near the address in SE25. It was limited to 20 items and due to be delivered yesterday. When it was several hours late I contacted them, only to be told the order had been cancelled. No communication whatsoever. They didn't have the stock in store to fulfil the order.

[JohnL]

I had a CO-Op delivery - not delivered - I'll make sure they don't take the money which was still pending - suspect they never fully intended to deliver :) - it's obvious in store gets priority - is that right when we should stay at home ?.

Had to order from Smith & Brock for some essentials and the rest I'll have to go out to Tesco next door which I didn't want to for a couple of the rest.

Managed to order 6 bottles of wine from Amazon and 24 beers from Camden Brewery (where lots of beer is going sold out - will it come back or is that it anyone know ?).

[JohnL]

One other thing - we should google who we're buying from as some of it is higher prices than in store.

Wouldn't want to buy off the hoarders by accident and validate their actions.

[dbboy]

Asda & Sainsbury's still no delivery slots, if we're suppossed to stay at home when are they going to get on top of this??

[JohnL]

dbboy Wrote:

-------------------------------------------------------

> Asda & Sainsbury's still no delivery slots, if

> we're suppossed to stay at home when are they

> going to get on top of this??

I'm not sure they will get on top of it. The worry is it will encourage more people to stockpile in future.

Vulnerable people will have access to the government/Military run food hubs being set-up now.

[yorksgirl]

It's only the "extrenely vulnerable" that will be helped by the government hubs, that's the 1.5 million very sickest people. The link to apply for that is here: https://www.gov.uk/coronavirus-extremely-vulnerable

The NHS 111 service that is deciding who gets on that list. They are doing it by matching codes on the NHS spine, that is the central NHS version of your medical records. The problem with that, is that although clinicins are supposed to enter codes on the database to record what medical conditions you have, it very often does not happen. They are often too busy, or were never properly trained on the databse.

[JohnL]

It's difficult getting anything via delivery at the moment - if you order something (say a case of beer for example) and you see "unfulfilled" on the order (meaning probable out of stock even though it said in stock when you ordered) - you then order something similar from somewhere else in the hope of getting one of them before the weekend.

Many sitting on "pending" on my bank account meaning it's not taken out and will be automatically refunded a week later.

Amazon is still most reliable by far.

[lameduck]

I emailed Mike Coupe this morning

Re Sainsburys feeding the nation no reply email rubbish

Asking him why can we not register

I still have received no answer

this is his email address maybe we should bombard him with emails

vic

[email protected]

[IlonaM]

lameduck Wrote:

-------------------------------------------------------

> I emailed Mike Coupe this morning

> Re Sainsburys feeding the nation no reply email

> rubbish

> Asking him why can we not register

> I still have received no answer

> this is his email address maybe we should bombard

> him with emails

> vic

> [email protected]

Thank you for this. I have been trying to register by phone since Monday (and earlier) but just get a 'this is BT. The Network is busy. Try again later' message every time. No option via online account. Ended up putting a request in my delivery instructions but doubtful that will work!

ETA: Have just sent an email requesting a way to register as OAP, disabled, vulnerable etc. online as not able to get through by phone.

[singalto]

I emailed Mike Coupe yesterday as it is impossible to get through on the phone. No response, of course!

[JohnL]

Not sure we should be using the supermarkets distribution networks - the vulnerable should have a separate distribution network and it should have been planned for before the outbreak (easy to say I know).

It seems they have failed a stress test in terms of online.

Edit - Sky India Reporter "there was a bit of panic buying but now it's petered out"

[Jenny1]

singalto Wrote:

-------------------------------------------------------

> I emailed Mike Coupe yesterday as it is impossible

> to get through on the phone. No response, of

> course!

I think it might be better to be emailing the minister in charge of food, Theresa Villiers. This is a problem that requires central government co-ordination. Email below.

[email protected]

[Sue]

lameduck Wrote:

-------------------------------------------------------

> I emailed Mike Coupe this morning

> Re Sainsburys feeding the nation no reply email

> rubbish

> Asking him why can we not register

> I still have received no answer

> this is his email address maybe we should bombard

> him with emails

> vic

> [email protected]

Bombarding him with emails will mean even less likelihood of an answer!He must be inundated as it is!

It won't be him reading them anyway. It will be some minion in his office, probably working from home :)

And if you do ever get a reply, it will just be a standard response.

[IlonaM]

Update from Sainsburys website:

- Sainsburys deliveries working with the Government extremely vulnerable list to identify priority customers and

offering access to slots by email

- Seemingly no provision at the moment, other than trying to get through by phone, to register as disabled, OAP etc.

'How we?re responding to COVID-19 (coronavirus)

We have listened to your feedback and taken further steps to make sure everyone has access to food and essential items, and to keep supporting our colleagues. These are summarised below. For full detail, please read the latest letter from our CEO Mike Coupe at the bottom of this page.

We?ve prioritised online delivery slots for vulnerable customers. We?ve already been able to identify some existing customers through the information that we have about them and have emailed these customers. We?re now working with the government to identify more, and you can register as vulnerable to coronavirus on GOV.UK to get added to our list in the coming days.

We?re taking all the necessary precautions to make sure our stores are safe. And we?re asking customers who can shop in stores to do so, and offer support to friends and neighbours who need it.

From Monday 23rd March, we are consolidating our opening hours and all our supermarkets will be open from 08.00 to 20.00 Monday ? Saturday. With the exception of some stores in Scotland, Sunday opening hours will stay the same (please check on Store Locator for Sunday opening hours in your store). Sainsbury?s Local and petrol station hours will stay the same

Every Monday, Wednesday and Friday, all our supermarkets will dedicate 08.00 to 09.00 to serving elderly customers, disabled customers and carers

NHS and social care workers will be able to shop in our supermarkets for half an hour before they open, from Monday to Saturday. Anyone with NHS ID will be able to shop from 07.30 to 08.00 on these days

Adding more Click & Collect locations (from Monday 23 March)

Putting limits on certain products (from Wednesday 18 March)

Closing our cafes and counters (from Thursday 19 March).

How we?re helping our customers (updated 25 March)

Since Monday 23 March, we?ve been giving our existing online customers who are vulnerable priority access to online home delivery.

But we know that we haven?t been able to identify all of our vulnerable customers. So we?re now working with the government to identify those who are most in need.

As we have shared, we?re also increasing access to our Click & Collect service.

Identifying our vulnerable customers (Updated 25 March)

We?re pleased to say that since Monday 23 March, we?ve been able to serve many vulnerable customers with online home delivery. These customers will continue to get access to home delivery slots each week.

But we?ve recognised the need for the government to help us identify more people, and help those who are most vulnerable first.

That?s why going forward, the government is going to help us identify people who are extremely vulnerable to coronavirus. We will then prioritise these people so they can access home delivery slots.

To get access to home delivery slots in the coming days, please register as extremely vulnerable to coronavirus on GOV.UK. If you know it, it?s useful to have your NHS number to hand before you start the registration process. You can find it on any letter the NHS has sent you or on a prescription.

We?ll be in touch to let you know when you?ve been added and can book home delivery slots.

Delivering to self-isolating customers

If you are self-isolating, please let us know using the delivery instructions box ? this can be done when you are placing or amending your order at checkout. Otherwise this can be found in My Account > My addresses > Add your delivery instructions.

Our drivers will call ahead to let you know when they will be dropping your shopping in bags on the doorstep.

If you have identified as being in self-isolation our drivers will ask you to wait inside before bagging up your order, placing it on your doorstep and letting you know that it is ready for you to pick up.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Finally, our colleagues will not ask you to sign for your delivery.

Doorstep deliveries

In order to protect the safety and wellbeing of our customers and colleagues we are taking a number of steps to ensure that we are able to deliver to you as safely as possible.

We have taken the decision to deliver your shopping to your front door rather than taking it inside. If you live in a flat, we will still bring your shopping to your own front door.

A handy tip can be to keep some shopping bags, cardboard boxes or even your laundry basket close by when your delivery is due to help bring your shopping into your house.

Drivers will use alcohol based hand sanitiser regularly throughout their deliveries.

Delivery slot availability

From Monday 23 March, our existing online customers who are over 70 years of age, vulnerable or who have a disability will get priority access to online home delivery slots and access to Click & Collect services.

We?re working to identify more vulnerable customers and hope to be able to open this service to new customers soon. We are also working hard to make further home delivery and click & collect slots available for our delivery pass customers and will be contacting these customers over the coming days.

As we have shared, we are increasing access to our Click & Collect service and we hope to make that available to more customers very soon.

Product availability

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers. 

Substitutions

We want to acknowledge that are we are experiencing extremely high demand for certain products currently and as such have introduced some quantity restrictions.

Customers will be able to buy a maximum of three of any grocery product and a maximum of two on the most popular products including toilet paper, soap and UHT milk.

We have enough food coming into the system, but are limiting sales so that it stays on shelves for longer and can be bought by a larger numbers of customers.

We are unable to accept any returns on the doorstep from self-isolating customers however, customers can receive a refund for any substitutes by getting in touch with our Contact Centre.

Customers without a Delivery Pass

If you fall into the definition of a vulnerable customer then we are working through how to identify you and give you access to priority home delivery.

If you do not fall into this category then you can still access grocery online through our expanded click and collect offer. At the moment we?re focussing on customers that need our help the most.

Click & Collect

For our Click and Collect online customers who can travel to our stores, from Monday 23 March, we will operate an expanded ?click and collect? service.

We are significantly increasing the number of collection sites across the country over the coming days in preparation for this.

Customers can place their order online as usual and pick it up from a collection point in the store car park.

Find out more about click and collect.

New Groceries Online and Delivery Pass registrations

We?re focusing on our existing customers for the time being. We are not currently able to support any new website registrations and will no longer be accepting delivery pass applications.

We will continue to review this and hope to be able to open our registrations to new customers who are elderly, disabled or vulnerable soon.

In-store caf?s and counters

To help us get more essential items onto the shelves, from Thursday, 19 March, we will be closing our cafes and our meat, fish and pizza counters in supermarkets. This means we can free up warehouse and lorry capacity for products that customers really need. It will also free up time for our store colleagues to focus on keeping the shelves as well stocked as possible.

A message from our CEO Mike Coupe

Dear Customer,

We are continuing to work around the clock to feed the nation in these challenging times.

Many of you have written to me in the past 24 hours to tell me that you like the idea of priority shopping for NHS workers and for elderly and disabled customers, but that these should be at different times.

We have therefore decided to allow NHS and social care workers to shop in our supermarkets for half an hour before they open each day. So anyone with NHS ID will be able to shop from 07.30-08.00 every day from Monday to Saturday. We?re delighted to be able to offer priority shopping to all the hard-working NHS staff across the country who are working so hard to keep us all safe and well.

In addition to this, every Monday, Wednesday and Friday, all our supermarkets will dedicate 08.00-09.00 to serving elderly customers, disabled customers and carers.

Many of you have also asked me about priority online delivery slots for elderly, disabled and vulnerable customers.

We have been able to identify a number of customers as elderly and vulnerable based on the information they have given us previously. These details would include date of birth and if you have ever used our vulnerable customer helpline. For all of these customers, we will email you today (Sunday) with information on when slots will become available.

If you do not receive an email and you consider yourself to be vulnerable, please visit our Groceries Online website on Monday for information on how to contact us. We are also working as quickly as possible on an option for people to register themselves as disabled and vulnerable on their online shopping accounts.

Thank you to everyone who has taken the time to get in touch with me and share your feedback ? it?s because of you that we are making these changes and we will continue to listen, learn and adapt during this uncertain time.

Best wishes,

Mike'