Update to The Trusts operations during alert level four – 29 March 2020
Thank you to our West Auckland community who have been patient and understanding with us we’ve worked through how we can best serve you during alert level four.
Things are not working as well as they should, and we are taking immediate steps to rectify our processes.
Today (Sunday 29 March) all of our stores will be closed to give our team members a day to clean and reorganise before we reopen tomorrow (Monday 30 March).
We know that some customers were not able to collect their order yesterday. For orders that were completed and paid for, customers will be able to collect them today. Your store will contact you to let you know when you can come and collect your order.
We have stopped our email and phone ordering system. From tomorrow, our stores will reopen with a strict one in, one out policy. Only contactless payment is accepted. Examples of contactless payments such are Visa payWave and Mastercard payPass or through the use of your smart device. No cash is accepted.
If you placed an order via email and have not received a call from a store today telling you to come and collect it, then we have not processed your order or kept your details. You will need to visit your local store and shop as normal tomorrow.
We do anticipate that there will be delays and are looking at opening more stores in the coming week to help.
Be aware that you will need to queue and wait to shop. Please keep at least two metres distance from other people and we will have team members enforcing this as well.
We know that this is frustrating, and we apologise for that.
Our aim is to be able to serve you as well as protecting everyone’s health and safety. We ask that you remain kind and bear with us as we work through this.
Why have you stopped your phone and email order system?
We’ve been monitoring how things have been working over the last few days, and they’re not doing as well as they should So we’re taking immediate steps to rectify them. As part of this, we are no longer accepting phone or email orders.
How can I purchase from you from now?
Unfortunately, you won’t be able to buy anything today (Sunday 29 March), as we take a day to let our team members clean and reorganise our stores. From tomorrow (Monday 30 March), you’ll be able to visit your local store where we will be operating a strict one in, one out policy.
Please be aware that there will be queues and delays as we serve everyone. We know it is frustrating, but we want to be able to protect everyone’s health and safety.
I couldn’t pick up my order yesterday, can I get it today?
There were some people who paid for; but were unable to collect their order. If that is you, your store will call you today to let you know when you can come and collect it.
If you do not receive a call form your local store, please do not visit the store. Wait until tomorrow (Monday 30 March)
I placed an order yesterday, what has happened to it?
If you placed an order via phone or email yesterday, we have not processed your order and no longer have your details.
We apologise and know that it is frustrating, but the best thing to do is to visit your local store tomorrow and shop again.
How are you keeping everyone a safe distance with your new ordering system?
We will be operating a strict one in, one out policy in our stores as well as making sure that everyone stays at least two metres apart while waiting outside.
One of our team members will be keeping an eye on this, but we also ask everyone to do their part and stay a safe distance from each other.
Is the range changing?
The good news is that you’ll be able to buy from a much wider range when you get in store. To keep queues down and help safety, please don’t browse in store.
Think about what you want to purchase before you get in store and move quickly through the purchase process.
Will more stores be opening?
We are looking at opening more stores over the coming week to help with demand and will update you.
For now, the stores that are open are:
- West Liquor Railside
- West Liquor New Lynn Central
- Village Wine and Spirits Te Atatu
- West Liquor Westside
- West Liquor Glen Eden
- West Liquor Cellar Court
- West Liquor Kelston
- West Liquor Avondale
- West Liquor Lincoln Green
Will the trading hours be different?
We will continue to be trading from 12pm to 5pm, Monday to Saturday.