Coronavirus COVID-19

23 Sept Customer Service Update

At Bradfords we’re proud to have set the industry standard with the precautions and procedures we’ve put in place to support the effort to stem the spread of Covid-19 and ensure that both you and our staff are as safe as possible when at our branches.

Following yesterday’s government announcement of increased restrictions and measures to combat the recent upsurge in infection rate, we wanted to reassure you that all the measures we have maintained remain in place in accordance with Public Health England guidelines.  In addition, as of Thursday 24th September our staff will be wearing face masks to comply with latest regulations. 

 We ask three things of you please:

  1. Please comply with the procedures we request when you visit.  Everyone needs to take individual responsibility to minimise the chance of the virus spreading.  We ask you to remain vigilant in maintaining a 2m separation from others, to ensure that you bring a face covering when you visit.  You will now have to wear a face covering at all times when at a Bradfords branch, both in our shops and now in our yards too.  Finally, please don’t enter our shops without first using our wash stations at the shop entrances to clean your hands.
  2. If you have any of the Covid-19 symptoms (high temperature, new continuous cough, loss of taste and/or smell) please don’t visit our branches.
  3. Please be patient: we have asked this a lot over the past 6 months or so, but this is now more important than ever.  Maintaining 2m distance inevitably means that some aspects of shopping with us take a bit longer.  We also may impose levels of entry restriction if we find that a branch is particularly busy.  Our managers have robust criteria in place for initiating these measures.  We will endeavour to maintain the current ‘free flow’ in our branches, but rest assured that where we think safety might be compromised, we will put that first and ensure that the numbers in our branches are suitable to be able to maintain all our precautionary measures and procedures.

As ever, thanks for your support: this is a joint effort in which we all play a part.

The Bradfords Family

Customer Update Letter – 4 Sept 20

Dear Customer,

Covid-19 continues to rumble around us and affect the way we are all getting on with life.  Below our latest update with what we’re doing to continue to improve our service to you in our branches, and of course keep you up to speed around the challenges we still face regarding certain products.

Service Provision

We have relaxed the controls on our gates at many of our branches already.  The systems in place we have are such that we know we can now eliminate your queueing to enter the branch without compromising on adherence to the Public Health England guidelines around preventative measures against Covid-19 and everyone’s safety.

We will however maintain a system that means that you will be served by one of our staff.  Please be patient on the occasions that our teams are already busy and we will get to you as quickly as we can.

Note that our Sidmouth and Newton Abbot branches will maintain gate control for the time being and we’ll update you when this is relaxed.

Our mask policy, handwashing requirements and one-way systems in the shops remain in force: please stick to them.

In other news I’m delighted that since lockdown was announced we’ve employed a further 50 people across the business, bolstering our eCommerce team, but in particular the branches.  I hope that this has helped with the service you get in branch and I’d welcome any feedback!

Product Update

Many of our suppliers have now resumed normal service.  However, we still face challenges as you may have discovered for various items in our range.  Below the current list of products that we really need you to plan further ahead for so that we have the best chance of fulfilling your requirement.  Where possible I’ve included the lead time and the actions we’re taking to resolve the issues.

Multi-finish plaster:

We anticipate the limited supply of Thistle MultiFinish will continue well into 2021.  At present we are allocated approximately 1/10th of our requirement and we continue to push British Gypsum to improve the situation.

We have trialled with professional plasterers the mixing of our Portuguese Sival plaster with MultiFinish.  The results are good, and we believe that it behaves very similarly to pure MultiFinish in terms of both application and going-off.  With the limited supplies of MultiFinish set to continue, this we believe is a good solution where you need significant quantities of plaster as we have no supply issue with the Portuguese product.

For more information check out the banner on our website homepage or ask in branch.

Concrete fencing products

There’s currently a 14-week lead time on the popular concrete fencing products.  We’ll keep you updated as this improves.

Fence Panels

Tafs are working with us to reduce the current 6-8-week lead time.  We have plenty on order so just ask your local branch for more information.

Postcrete

Postcrete is on allocation. As an alternative we can offer Superfix from Instarmac.

Indian Sandstone

Indian Sandstone from Stonemarket is very tight too. Our sales are +60% on 2019 and demand is outstripping supply. We are working with Stonemarket but some of our branches are now stocking an alternative from Global Stone – please talk to your local branch to find out if they are one of the branches stocking this product and for more information.

Looking further ahead we are working ever closer with our suppliers to continue to improve availability of stock.  The goal is to ensure that we have what you want when you want it more of the time.

As ever, we will keep you regularly updated: in the meantime, thank you for your continued support, and we sincerely hope that the reopening of schools has relieved pressure in your households and given you the chance to refocus.  We understand that we’re far from out of the woods and we await the reaction by schools in the event of children showing signs of illness.  Rest assured that we’ve done our contingency planning to ensure that in the event members of our team’s children are affected we will be able to continue to provide you with the service you expect.

Yours sincerely,

The Bradfords Family

 

20 JULY CUSTOMER SERVICE UPDATE

PLEASE REMEMBER TO BRING YOUR FACE COVERING WHEN VISITING OUR BRANCHES

In support of the government mandate regarding the wearing of face coverings when visiting shops from 24 July, we politely ask that you have some sort of face covering with you when visiting our branches.  In line with the Government policy, from 24 July we will not allow access to our stores for anyone not wearing some form of face covering.

Our staff will all be wearing our branded ‘buffs’ as routine, so you can expect them to have their mouths and noses covered when serving you.  This is simply to ensure we offer you the safest experience we can, which in turn protects you, your families, your colleagues  and your livelihoods.

All other Covid-19 prevention measures remain in place throughout the branch network in line with Government and Construction sector guidelines:

  • Gate control to limit numbers on site at any one time and ensure 2m social distancing is possible
  • A requirement for all visitors to wash their hands before entering our shops
  • 2m social distancing, one way, and queuing systems as indicated by the signage in store

Thanks for your continued support and patience: we continue to work hard to ensure you can be served safely and efficiently whilst safeguarding all concerned.  Any feedback gratefully received too!

 

24 JUNE CUSTOMER SERVICE UPDATE 

On the back of yesterday’s government announcement, we wanted to update you on what the announcement means for your experience at Bradfords.

Whilst the news that infection rates across the country continue to fall is hugely encouraging, the underlying message is that in order to sustain this progress we must not drop our guard.  The guidance is clear: 2m remains the recommended safe distance, and in the event that this can’t be achieved, there should be additional measures in place to mitigate this. 

At Bradfords we maintain our commitment to upholding the highest levels of safety and to support this we will be maintaining 2m social distancing in all our branches.  Where we are carrying out any task with you which may breach the 2m rule, we will ensure that our teams are, as they are now, wearing face coverings and we would ask that in these circumstances, you wear one also.  If you haven’t already been offered one of our Bradfords branded face coverings by our branch teams when you’ve visited us, then please do ask for one next time you do.

As ever, your continued patience in this matter is much appreciated.

The Bradfords Family

 

19 June Customer Service Update – Full Services

All branches are now offering full services, including our kitchen and bathroom showrooms (on an appointment only basis) and tool hire.

Please continue to observe the measures we have in place to ensure that we minimise the spread of the virus and keep everyone as safe as possible.  We are still controlling numbers of customers we can accommodate in our branches at any one time: thanks for your patience with this.

As a reminder, here’s the video which shows what we ask of you when visiting our branches.

You’ll be aware that there’s a national shortage of multi-finish plaster: we are working hard to ensure that we have a supply for all your needs.  If plaster is what you need, please do give us a call before you visit to avoid disappointment.

We look forward to helping you with your projects,

The Bradfords Family

 

19 May Customer Service Update – Normal Operating Hours Resume

Just to let you know that we’re reinstating our normal opening hours – that’s 7am-5pm Monday to Friday (apart from our Sherborne and Verwood branches which are 7.30am starts due to local restrictions), and 8am to 12pm on Saturdays.

In the meantime we’re working hard to restore our open branch service across the branch network to allow you to turn up when you need to as opposed to having to book in.  Whilst most of our branches are already offering this service, some for the short term maintain the pre-arranged collection service only.  If you haven’t already, it is worth checking with your local branch before you turn up to find out whether they’re accepting drop in customers. We expect all to be fully open to account and non-account customers by the end of this week.

Please note that all branches are restricting maximum of numbers of customers on site at any one time to ensure your and our teams’ safety and social distancing protocols. This may require you to wait for a short time outside until there is space, but our friendly staff at the branch will keep you informed on arrival.

We look forward to seeing you.

Thanks for your support,

The Bradfords Family

11 May Customer Service Update – Open Saturdays 8am-12pm

We continue to work on increasing the flexibility of our service to meet your needs whilst maintaining the high standards of precautions we have in place to keep you and our teams in our branches safe.

We remain open to account and non-account holders with the click/phone and collect model with allotted collection times still in place alongside our delivery service.

As of this week, we will be open on Saturdays 8am-12pm.

Thanks as ever for your patience and cooperation,

 

The Bradfords Family.

 

27 April Service Update 

Bradfords Delivery Service Open To All From Monday 27 April 

At Bradfords we’ve been working hard to find a way to increase our service provision to include non-account customers. As of Monday 27 April, anyone will be able to make orders via telephone call to your local branch or via our website for a kerbside delivery. 

Our click/phone for allotted collect slots and delivery services continue unchanged.

Please do not turn up to any of our branches without prior arrangement.

Our priority remains the health and safety of all our staff, and you, our customers.  Thank you as ever for your patience, and for respecting all the measures we’ve put in place to allow us to continue to operate during this pandemic. 

We will continue to update you whenever we change our service offering.

 

Thank you,

The Bradfords Family

 

16 APRIL Service Update

We’ve been heads down for the past week ensuring that we can serve our customers.  Thanks for supporting us.

Our service remains as per our last update.  Please note that we have received significant volumes of applications for new accounts.  We are processing them as fast as we can so please be patient: we will get to you and look forward to being able to offer you the usual high standard of Bradfords customer service, great prices and quality products as soon as possible.

Meanwhile, a reminder that we are running a strict social distancing policy both in our branches and out at customer sites whilst on delivery.  We politely request that you respect these: this is the best method of preventing the spread of the virus and what allows us to stay open to serve essential public projects and the trades in our local communities..

3 APRIL Service Update 

From Monday 6 April, our collection slots will be from 8am to 4pm.  This is to give our teams more time to ensure that we maintain the highest possible standards of prevention measures to combat the spread of Covid-19 in our branches.  Our system is still in place to only admit those with pre-booked collection slots onto our sites at the allotted slot time.  Please DO NOT turn up at the branch without prior arrangement.  Thank you for your continued co-operation and we hope this doesn’t cause inconvenience

27 MARCH CUSTOMER SERVICE UPDATE

In order to continue to support essential public service projects and maintenance, and the livelihoods of those self-employed trades who rely on us to be able to stay in work as encouraged by current government guidelines, we have taken the decision to close Bradfords to retail customers for the time being.

We will now only serve those who already have trade accounts with us, and those who are supporting essential public services.  That service remains available as deliveries, or via our click or phone and collect service that we started earlier this week.

If you are a retail customer, please don’t turn up unannounced at our branches or try to place orders over the phone.  It is essential that we can focus on using the capacity we have for those who need us most.

For anyone with an outstanding retail order this will be fulfilled.

Thank you for understanding in these unprecedented circumstances.

 

26 MARCH SERVICE UPDATE

Just to inform you that we will be closed on Saturdays until further notice, commencing this Saturday, 28 March.

In addition, we will be closed for both Good Friday, 10 April, and Easter Monday, 13 April. 

 

OUR SERVICE FROM 25 MARCH 

At Bradfords we are instigating a new operating system to allow us to support our current customers’ priority building works and maintenance whilst taking every precaution we can to protect our customers and teams against Coronavirus.

TRADE ACCOUNT HOLDERS

Tomorrow and going forward, we will continue to offer delivery services as usual. Please phone through to our branches or order online.

We are developing how we operate collection from branch and full details will be communicated to you via your local branch staff, however the key points are below;

-          Our branches will be operating on a ‘click’ or ‘phone’ and collect basis only

-          If you have an account with Bradfords and you need to make a priority order, please speak with your local branch on the phone. We will process the order and advise of a collection slot.

-          You can also order online via Bradfords.co.uk as a click and collect order. You will receive your agreed prices when shopping online (providing you are logged in). Once the order is received, we will call you to advise of a collection slot.

-          You will only be able to collect items that you have ordered in advance.

-          We will only admit those with pre-booked collection slots onto our sites at the allotted slot time.  Please DO NOT turn up at the branch without prior arrangement.

-          We will pick your items for you and bring them to your vehicle.  We will request that you stay in your vehicle until our staff have either loaded items onto your vehicle by forklift, or have placed items next to your vehicle for you to put in.

RETAIL/NON-ACCOUNT CUSTOMERS

We still offer a delivery service for orders placed over the phone and online.   Once the delivery arrangements have been made, please bear with our drivers who we have instructed to take utmost precaution and to simply provide kerbside drops.  We cannot offer the usual assistance in moving it to the right spot on your lawn or driveway.  As of now, our branches are shut to non-trade collect customers and we’d respectfully ask you to understand that this is a decision based purely on keeping you and our staff as safe as possible.

Thank you for understanding why we have had to take this action.

We are committed to providing the service we can in these testing times to support those who are conducting priority works.  We will keep you updated.