Waitrose Pet Coronavirus Statement

Are you running a normal service?

Yes we are - orders will be picked and delivered within a few days of being placed.

How have your product ranges and availability changed since the coronavirus outbreak?

We work with a Monster, a specialist pet supplies company to source our products and the majority of our range is still available.

Is customer service open?

Yes, our customer service team can be called on 0345 032 8002 or emailed at: customerservices@waitrosepet.co.uk.

What steps are you taking to avoid the potential spread of coronavirus via delivery personnel?

When a customer's order is dispatched they receive an email detailing which carrier will be delivering their order. All carriers are working together to ensure that a common, consistent and safe process is always followed.

Pet by Waitrose & Partners is in association with Monster Pet Supplies and they’ve provided this statement

The current government advice to stay at home and keep our distance from others has meant that the volume of online orders we are taking has increased exponentially over a very short period of time. This has led to a number of challenges that we have had to work quickly to resolve in order to meet customer expectations.

Like many other retailers, we have had to take action to ease the strain on our fulfilment process, helping us to continue to dispatch orders as quickly as possible.

The temporary measures we have been forced to implement are:

• Looking After Our Colleagues
  The welfare of our team is of paramount importance to us. Whilst our colleagues ensure pets receive their essential supplies, we have implemented 2 metre working distances in line with social distancing guidance, provided personal protective equipment (PPE) and enforced procedures such as routine handwashing.

• Customer Enquiry Response Times
  Our customer service team are still here to help. Due to the unprecedented demand we have seen in recent weeks, we have also experienced a significant increase in customer queries. The amount of inbound enquires we're receiving means that we make take slightly longer than usual to respond, we would like to reassure customers that their communication is important to us and we’re committed to providing the same great service our customers have come to expect.

We understand that these measures will mean a greater inconvenience for our customers and for that we are incredibly sorry. We will continue to work around the clock and with everything in our control to continue to deliver essential pet food and supplies to our customers as quickly as possible. We thank you for your support and understanding.

This is a temporary measure and we look forward to returning to full service ASAP.

Wishing you, your families and your pets well,
All the team at Waitros Pet