An Update from Chris Tattersall (Managing Director)UPDATED 24.03.2020
To all Woolroom customers this page is designed to update you on any updates that are required based on the current situation we are in regarding COVID-19.
We hope you and your families remain safe and healthy during these difficult times. As we face the difficult challenge of responding to COVID-19, our thoughts go out to the people affected by this event and I am sure you will join me in thanking our healthcare workers, local communities and governments around the world whom are working tirelessly to contain this unprecedented situation.
With everyone’s safety at the forefront of our mind we would like to take this opportunity to assure our customers that appropriate safety and hygiene measures have been implemented across the business.
Due to the nature of our business supporting a healthy lifestyle and delivering the very best night’s sleep (one of the ways of trying to reduce the symptoms and combat the virus), we will keep all aspects of our business open and functioning for as long as it's possible to do so.
As such we would like to make you aware of the following:
1. As of Monday 23rd March, all Woolroom stores will be closed until further notice.
2. For our online customers our warehouse and courier partners (DPD Local, Fedex and Keen and Able) have also implemented best practice as regards hygiene and wipe clean all surfaces between each picking process in our warehouse and of course fully sanitise before any delivery is made. They may well not ask you to sign the hand held device but will ask for verbal confirmation and sign on behalf of you at the time of the delivery. Please be assured that there are currently no interruptions to deliveries, and we're still able to offer a next working day, tracked service on all non-mattress deliveries.
Woolroom are closely monitoring the situation to ensure we are taking all necessary precautions to protect customers, colleagues and their families at this time and we will update you of any changes accordingly.
Whilst our stores remain open please remember you can always shop online at www.woolroom.com in the UK or in North America at www.thewoolroom.com/us or speak to our sleep experts on 01780 461217
Most importantly please take care of yourselves and your families and we remain committed to you, our customers as well as our colleagues and our community.
DPD Local (UK bedding & accessory deliveries) continues to implement new plans in response to the Coronavirus situation in the UK following advice issued by HM Government. This will not affect delivery times and your products will still be delivered on a next working day service when ordered before the cut off time of 3pm.
New, no contact delivery process:
With immediate effect, we will no longer ask customers to sign our handheld units and instead our drivers will sign it on their behalf. We will record the consignees name and a 'Delivered on Authority' message in the signature section of the unit.
With this new process you will still get your full track and trace functionality, giving you complete visibility of all your parcels.
This now forms our proof of delivery process for all deliveries until further notice.
Keen & Able our delivery partners for beds and mattresses have a number of practises in place and as of 17/03/2020 will be introducing further measures to ensure the delivery of items to our customers is done so with the relevant precautions in place.
As standard, their crews have been told not to shake hands and limit personal contact with customers. They have all been allocated tubs of hand sanitizers and given instruction on when and where to use them. In addition to this we have now introduced the use of contactless thermometers which they will use to check the temperature of all employees and crew as they arrive for their shift. Anyone showing a temperature over 38.c will be sent home to self-isolate in line with government recommendations.
As a result of this, there may be the possibility that Keen & Able runs on a slightly reduced crew and some of their routes and deliveries may be affected. Please rest assured that they understand the importance of business going ahead and where possible are working with contingency drivers with the aim of ensuring deliveries are still met.
They have also received requests from some customers about limiting face-to-face contact if they are in the vulnerable age group, with some expressing they do not want the crew to deliver to their room-of-choice, or into their homes. At the moment we are managing these on a case-by-case basis and hope the measures above will re-assure most customers. Customers also have the option to email us the proof of delivery rather than the usual process of signing paperwork/portable hand held devices.
Keen & Able have introduced measures that may impact our customers in the short term. The collection of mattresses has been identified as a high risk activity to the health of drivers, as the virus can survive on softer surfaces for up to several days according to scientific experts. We will therefore be suspending all collections as of Saturday 21st March until further notice. All customers will be contacted by our customer services team of these changes. We apologise for the delays of this however this will not affect your 100 night sleep trials in any way as long as you notify our customer service team within the time limit. As soon as we are able to collect again, they will do so and of course we'll issue a refund/exchange upon inspection of the products.
We hope that this gives you some clarity on where we stand, we are very much open for business and contactable on all methods of communication via email, phone and livechat.
Please continue to stay safe, and healthy and we will pull through this pandemic.