Sunday 29 March 2020

Majestic Customer Update

By Jack Merrylees
The following update was sent to all Majestic customers on Friday 27th March.
On Wednesday morning the Government announced “off-licenses and licensed shops selling alcohol” can remain open.  However we still believe the right thing for our colleagues and customers is to keep our doors closed to customers at this time – and to continue to offer home delivery.

We are working hard to continue to provide you with the wine, beer and spirits you have come to expect from us, while ensuring we operate within the government guidelines.

Helping you discover wines that you will love is what we have built our business on and we have, like everyone else, been working out how to continue to do this as the situation has been changing due to COVID-19. Our thoughts go out to all our customers and communities at this time and we want to update you on how we are dealing with the impact of COVID-19 at Majestic. We have had an unprecedented increase in demand and we are all working hard to fulfil all of your orders. 

What does that mean for you?
This does mean that regardless of any automated emails you have received from us, we are delivering all orders within 14 days of ordering. 

It also means our customer happiness team and our stores are incredibly busy.  We ask you not to contact us to find out when your order is arriving unless it has gone beyond the 14 days from when you placed your order.

We are still taking orders via our website, but only between limited hours. Our stores are also taking orders by phone and email and if you are a key worker or part of a vulnerable group, please identify yourself as such to our colleagues when you call or in your subject line, so that we can prioritise your order.

However, this Sunday we will be closed all day,so that we can give every Majestic colleague a well earned day off. 

Please remember, if you have a weakened immune system, or are suffering from any symptoms at all, it is not advisable to drink, and never to excess.  

What we are doing to protect our hard-working teams
The safety of our colleagues is our number one priority and we want to share with you the steps we have taken to ensure they can continue to operate safely:
– We have closed the doors of our shops to the public and continue to offer our regular home delivery service
– Our teams are practising social distancing while working in the stores and our warehouses
– We are ensuring every colleague can get to work without using public transport
– All of our Customer Support team and our Customer Support Centre team can work from home
– We have introduced contactless deliveries and upgraded store hygiene routines
– We have ensured PPE and hand sanitiser are available to all team members

A big thank you, as we are all in this together
We have been overwhelmed by the volume of positive feedback we have received while delivering wine, beer and spirits to our customers, and we will continue to do our best for you and our colleagues, as we navigate this situation.

Majestic Team