Customer Update Page

Message to our Customers

Updated 22nd July 2020

To comply with the Government requirement for facial covering to be worn inside Shops and Supermarkets, all of our customers entering our depots will need to wear a face covering from Friday 24th July. If you don’t have a covering we will be able to supply you an individual face mask for 50p.

Thank you for your cooperation

 

 

Depot Opening Times & Services

Correct from Monday 6th July 2020

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Covers COVID-19 Customer Updates

  • We hope you and your families are keeping well.

    We have some more good news! All of our depots are now back OPEN along with all of the services we have to offer. Our Mill is open for all softwood and hardwood enquiries, along with our treatment plant and lacquering service, all landscaping and showroom facilities are also operational.

    We continue to offer collections by appointment on a Call and Collect basis, but our gates are now open for collections without an appointment and for deliveries.

    Your safety comes first
    To enable us to reopen, we’ve had to make some changes within our depots to ensure the safety of our customers and staff.

    Our aim is to always serve you as safely, efficiently and as quickly as possible.

    Due to social distancing, we have had to restrict the number of customers we have inside our depots at any one time so you may be required to queue outside of the depot during busy times

    We kindly ask that you visit the Hand sanitising station as you enter the depot

    All our sales counters and offices have bespoke plastic screening to help with distanced ordering

    Summer Depot opening times
    All depots will trade from 7am – 5pm, Monday-Friday (except on bank holidays when we’ll be closed). Depots will remain closed on Saturdays*
    *Chichester Home Ideas and Landscaping centre will be open Saturdays 8am to 12 noon.

    Thank you once again for your understanding and hope that this approach further demonstrates our ongoing commitment to look after our loyal and important customers.

  • We continue to offer collections by appointment on a Call and Collect basis. All of our depots except currently three sites, are back open for collections without an appointment – Open Gate, please be aware there will be some restrictions on the number of people we have on site at any one time.

    We continue to increase the number of colleagues working in the business but maintaining social distancing within all departments. We also have colleagues working from home. Our phone lines are very busy and we apologise if you are unable to get through, please bear with us. Alternatively, email the sales offices with your enquiry, please click here to see each depot’s email address.

    We thank you for your patience and support of the business during the pandemic.

  • All our depots are open for Deliveries and Collections by Appointment, including Covers Home Ideas, our DIY and Showroom shop at Chichester from 1st June.

    Please see our website for the depot trading hours and contact information – www.coversmerchants.co.uk

    We continue to increase the number of colleagues working in the business but maintaining social distancing within all departments. We also have colleagues working from home. Our phone lines are very busy and we apologise if you are unable to get through, please bear with us. Alternatively email the sales offices with your enquiry, please click here to see each depot’s email address.

    We are working on ways to increase the service offer to our customers and will keep you updated as we progress.

    We thank you for your patience and support of the business during the pandemic.

     

  • Dear Valued Customer,

    Thank you for your patience over the last few weeks whilst we have remained closed throughout this difficult time.

    We have some good news! All of our depots are operating a delivery and collections service, available to all of our existing Covers trade customers. All collections and deliveries must be pre-ordered by phone or email. Please click here to find your nearest depot contact details, including telephone number and sales email addresses.

    All phone and email messages will be responded to as soon as possible, but as we need to ensure we protect our staff and customers in line with Public Health England guidelines, this may take longer than usual. We continue to operate with as many people as possible working remotely, and where this is not possible, we are operating with reduced numbers of staff. Our preferred method for you to contact us during this period,  would be by email, therefore, to allow us to get back to you as quickly as possible, please include the following information:

    1) Covers account number
    2) Contact phone number
    3) Your requirements, sizes and quantities
    4) Delivery address

    Please click here to find your nearest depot contact details, including telephone number and sales email addresses.

    We are working extremely hard with our suppliers to ensure we have the most extensive range possible in terms of products and services, but we do ask for your patience as a number of manufacturers will not be returning to work in line with our plans, and this may have an effect on product availability.

    We will continue to monitor and adjust our plans in line with the government advice, so please check our website and social media for further updates.

    If you have any questions, please email enquiries@coversmerchants.co.uk

    Thank you once again for your understanding and hope that this approach further demonstrates our ongoing commitment to look after our loyal and important customers.

    Thank you from everyone at Covers.

    Keep safe.

     

     

  • We are pleased to advise Covers customers that some staff have returned this week and more will be returning next week to open depots for our trade customers.

    We currently have reduced capabilities, our teams working under new Covid -19 Safety guidelines. Our teams are currently operating to deliver orders placed before lockdown and for essential NHS and infrastructure work. Once each depot is ready for new enquiries, we will advise you which depots can offer delivered and, ultimately, collection orders.

    We do have a trading website; this is currently closed with some amendments being done to facilitate your trade orders. We will be using the website in due course as a primary tool for you to place orders, along with sales enquiries via email to depot sales emails. The opening hours of telephone lines and direct dial numbers will be limited.

    Please bear with us over the course of the next few weeks, when we hope to have more capability and services to be able to take your new enquiries.

    We are glad to be back starting services to our patient and loyal customers. Thank you from everyone at Covers.

     

  • Our depots currently remain closed. However, we continue to offer the supply of building materials for NHS essential requirements, Care Homes and other urgent repair and maintenance requirements to Infrastructure projects.

    Over the last few weeks we have been planning our phased re-start, with our staff and customers’ safety being paramount in our plans.

    The first phase of our restart is to deliver the orders that customers placed with us in advance of our lockdown on 23rd March. Initially we are piloting the delivery of these orders in Chichester, Portsmouth and Bognor depots. We will contact each customer regarding their existing order. Once we can roll this phase out to the other depots, we will contact their customers with existing orders.

    Once this phase is complete, we will be able to take new enquiries from our Trade customers. We will be staggering the restart depot by depot. We will be offering a limited delivered service initially, then subsequently with collections at pre-appointed times. Please continue to review our website and our social media feeds for more information on each depot’s operational status.

    We understand that many of our valued customers are working through these challenging times and we hope to be able to support you shortly.

    Thank you for your understanding. Please be assured we will do our very best to safely offer our customers our products and services at this challenging and difficult time.

     

  • Following the Prime Ministers announcement on Monday 23rd March,  Covers decided to close. We will remain closed to protect the wellbeing of our customers, staff and the local communities we serve.

    We will be in contact in due course if you have outstanding deliveries.

    We will review Government advice for our sector as it emerges and keep you informed of our status via social media and on our website.

    If you have a specific urgent enquiry for product required to immediately assist with the NHS or the Care sector, whilst we have very limited staff capabilities, do email us on enquiries@coversmerchants.co.uk and we will try and do our best to help.

    We'd like to thank you for your continued support and we wish everyone all the best during this crisis.