Coronavirus - Information for all our customers

Last updated: 2 June 2020

Our number one priority as a 160 year old family owned business has always been to maintain the safety and wellbeing of all our customers and hard working staff, whether that is in store or during delivery of furniture, beds or flooring. The ongoing coronavirus outbreak means that we are having to make some changes to our normal operating proceses, and we thank you for all your support and understanding.


 



Our stores are all now open

Our stores are now all open again.  Under the Health Protection (Coronavirus Restrictions)(England) Regulations 2020, Schedule 2, Part 3, para 28, homeware, building supplies, and hardware stores are permitted to trade. 

We have received confirmation from our home Trading Standards authority that this latest guidance confirms that furniture comes under the definition of homewares. Fairway Furniture are therefore open under this provision.

We have been working hard to make sure that our stores provide an environment in which you can 'Shop Safely, including:

  • Hand sanitising stations at customer entrances
  • Social distancing floor stickers to help customers maintain suitable space from others
  • All display models - from sofas to beds, dining furniture to bedrooms - are being sanitised with the unique Sanitiser+ system from Staingard
  • Stores are being cleaned with increased frequency, especially key touchpoints such as toilets and in store payment devices
  • Staff are being issued with appropriate PPE (personal protective equipment)
  • Customer service desks are being fitted with protective screens


 

Shop Online

You can continue to shop the vast majority of our range online from the comfort of your own home at www.fairwayfurniture.co.uk

We will be unable to deliver any orders until the current restrictions are lifted (see below). Suppliers have also now closed their factories due to the outbreak, so there will be extended delivery lead times beyond any return to normal distribution activity.

Please note: We have temporarily suspended our online chat facility, as we cannot provide order updates or action service requests due to supplier and service technicians not operating.


 

Customer Deliveries - now operating as normal

Following the UK Government publishing full guidance on the phased re-opening of workplaces, we have been working on how we can make our delivery processes compliant with the required 'Covid Secure' standards set-out in that guidance.

We are now delivering to customers again - albeit with less than full staff numbers initially -  using a new 'contactless' delivery procedure (detailed below).  Initially, we prioritised customers who had deliveries cancelled at the start of the lockdown period before we moved on to scheduling delivery for customers who have orders with products now available.

PLEASE DO NOT CONTACT EITHER OUR STORES OR DISTRIBUTION CENTRES CHASING DELIVERY - THEY ARE CONTACTING CUSTOMERS IN ORDER AND ARE WORKING HARD TO GET ORDERS DELIVERED AS SOON AS POSSIBLE.

Our new 'contactless' delivery protocols enable us to ensure both the customer and our staff remain safe.  Here is how the process works:

  • You will be called to arrange a delivery date
  • You will be asked to confirm that noone in your household is currently displaying any symptoms of Covid-19 and that noone in your household is in the 'vulnerable and shielding' category (i.e. has been told by the Government that they should stay at home for 12 weeks)
  • A delivery date will be agreed and we will then advise you on the evening before delivery (by text message, email or automated call) of the 90 minute delivery time window
  • On the day of delivery, the team will telephone you to confirm they have arrived at your home
  • They will then stand at least 2m from your property entrance and ask you to confirm again that there is still noone in your household currently displaying any Covid-19 symptoms
  • They will request that you explain where you want your furniture, and then ask that you ensure that you and anyone else in your household refrain from coming within 2 metres while they make the delivery - ideally you should stay in a separate room
  • The delivery team will then photograph the items in-situ in your home as proof of delivery and leave your property when finished

For your added peace of mind, we are using the following protective measures among our delivery teams:

  • Delivery crews must confirm on arrival to work each day that neither they or anyone in their household has any symptoms of Covid-19
  • Delivery crews will wear masks and gloves when carrying out your delivery
  • Delivery vehicles are regulary cleaned with anti-bacterial treatments

For customers not wishing us to make a delivery into their home, we will be offering the option to have the goods delivered to the front door or other suitable and easily accessible entrance instead.

For any customer that does not wish to have a delivery at all at present, then we will continue to waive storage charges, which normally apply after 14 days of being advised an order is ready for delivery, subject to any outstanding balance being paid in full.


 

FAQs - Specific information for customers

Customers with outstanding orders where the goods have not yet arrived at our distribution centre
These will continue to progress, but there are likely to be delays in goods arriving – many of our suppliers are only returning to work in the final week of May.  We will be working to get customer orders ready to deliver as quickly as possible.
 
Customers who have an outstanding customer service issue
We are unfortunately unable to carry out inspection visits, get replacement parts or items from suppliers or effect exchanges and repairs until further notice - as suppliers return to normal, we will be working to ensure we expedite issues that have been oustanding since before lockdown started..
 
Customers who have a new service issue
We are unable at present to send technicians to visit you in your home, but will contact you when government advice allows us to recommence such visits.  We apologise for any inconvenience caused.

 

We appreciate that during this unprecedented period the situation is changing rapidly and we are working hard to make sure we keep all our customers updated as often as we can.

Thank you all for your support and take care of yourselves and your loved ones.


Temporary store opening times

We have made small alterations to our opening hours as our stores reopened and we gradually bring staff back to work  Our opening hours until further notice are:

  • Monday to Saturday      10am to 5pm
  • Sunday                            10.30am to 4.30pm