Our government has ordered the closure of all non-essential stores in a significant escalation of the government’s efforts to contain the Covid-19 pandemic. The shutdown is necessary to fundamentally disrupt the chain of transmission and spread of the virus. These last few weeks have immersed us in a situation unlike any we have seen before, but we can get through it with calm, communication and care. South Africans will only be able to leave their homes for shopping for necessities and on a limited basis according to Annexure B outlined in the Categorisation of Essential Goods and Services during Lockdown Regulation 11A.
We are in this together
We are currently in the process of registering as an essential retailer and to ensure compliance with the government’s instructions we will be closing our liquor stores from the 27 March - 16 April. Our stores will only be selling food, personal hygiene items, cleaning equipment, gas and a limited range of essential basic items with our trading hours unchanged.
Makro delivery services will be running, even as the new lockdown measures come into effect. Only essential products will be available for purchase and can be delivered or collected from a Makro store. Some nonessential products are available for purchase but will only be shipped after the 16 April 2020. As a commitment to ensuring the sustainability of small businesses, we will continue to have Marketplace products available for purchase now but only shipped after the lockdown period.
Our drivers will keep 60%+ alcohol hand sanitizer on them at all times and our courier partner drivers will wear latex gloves and face masks to reduce the chance of transmission. No physical contact will be made between the delivery courier and you. The courier will ensure a safe distance a minimum of 2m from you to conclude handover of your order.
National Contact centre
Our call centre staff have been reduced as we observe social spacing in offices, this may lead to a longer waiting times and we encourage customers to make use of our WhatsApp chatbot on 0860 300 999 for frequently asked questions, directions to your nearest store or for your card number. We will have dedicated teams working remotely who will continue to service emails, website and queries through our social media pages.
Supporting Gift of the Givers (GOTG)
These are challenging times and we believe that we have a responsibility to play a constructive role in supporting local disaster relief teams as they work to contain the virus. Massmart will be providing personal hygiene products, household cleaning products, bottled water, foldable desks / chairs and Jojo tanks amongst other necessities to GOTG to support pre-triage facilities at key state run hospitals, specifically Chris Hani Baragwanath, Raheema Moosa and Helen Joseph. It is our mission to help our customers save money so they can live better lives. We are privileged to serve you and your community and thank you for your support. Take care and let us all play our part in fighting Covid-19.
“We are a nation of one and we are surely going to prevail” - President Cyril Ramaphosa, March 24th, 2020
Store interventions for COVID-19 - 20 March 2020
You are a valued Makro customer and the reason that we do what we do. Keeping you and our colleagues safe is a top priority, so we wanted to share the steps we’re taking in response to COVID-19.
Makro has various measures in place to maintain a clean and healthy environment in our stores, and we have ramped these up even further. For example, we are:
1. Augmenting the number of cleaning staff in our stores to increase the frequency with which we wipe-down high touch point surfaces and shopping trolleys;
2. Providing hand sanitisers at store entrances, high touch point areas and at customer check-out; and
3. Intensifying staff awareness of personal preventative measures to protect their and your health.
Furthermore, from Tuesday, March 17th, our customers will not be required to present a Makro card in our stores. If this is your preference then please just communicate it to your cashier.
In addition, we are dedicated to keeping our stores stocked and prices fair. We are working especially hard to replenish hand sanitisers, cleaning supplies, paper products, and other in-demand items as quickly as possible and at our everyday low prices. We are working equally hard to secure sanitising and cleaning supplies for our own use in our stores.
Please also remember that there are lots of great ways to shop with Makro and you may want to consider online delivery, in-store pickup, our Pick-up lockers and delivery services.
You might also be interested to know that today we shared with our teams that pregnant staff have the option of paid special leave so they can reduce the risk of infection to themselves and their unborn children during this crisis.
Makro SA has implemented a number of practices to minimise the threat of the Covid-19 virus and to ensure the safety of our staff and our customers. We have enhanced our rigorous cleaning and quality standards by increasing the frequency of sanitising all touch points and surfaces. Further to this, we have placed limitations on the number of purchases on essential food and toiletry products allowing us to meet the needs of as many customers as possible.
Here are additional changes to be implemented:
Limiting the number of shoppers at stores
In the interest of you and your health, we will be limiting the number of shoppers at our stores beginning March 21, 2020. This is in line with the ideals of social distancing in order to reduce the spread of the virus. Please look out for our posters at stores and floor decals that highlight effective social distancing methods to be practiced while shopping.
Price Controls on essential goods
Makro is committed to ensuring that prices on essentials such as toilet paper, food and other goods will not be hiked in accordance with the regulations set out in the Disaster Management Act.
The Act states, inter alia, “Companies are not allowed to hike prices for a list of goods by more than the increases in the cost to produce these products. Suppliers must ensure the equitable distribution of goods to consumers and customers, including small businesses, and must also maintain adequate stocks of goods”
Our dedicated teams will continually make the best decisions to ensure stock availability and to restock product on shelves.
Liquor store operating hours
As a reminder and enforced by South African Laws, the sale of alcohol will be permissible only until 6pm during weekdays and 1pm on Saturdays, Sundays and public holidays.
Our business is centered around you - our customers and we are appreciative for your loyalty. In the words of our President, “This is the most Thuma Mina moment for our country. This epidemic will pass, we shall overcome. We are South Africans.”
Online delivery measures during COVID-19 - 16 March 2020
COVID-19 continues to have an unprecedented impact on all aspects of life and we all need to respond to keep ourselves and loved ones safe. Online ordering has taken a more important role during this time as customers apply social distancing. Here is what we are doing to address some of the issues arising from COVID-19:
Our drivers will keep 60%+ alcohol hand sanitizer on them at all times. They’ll apply it before picking up, and before dropping off parcels, as well as after all non-delivery breaks.
No physical contact will be made between the delivery courier and you. No physical contact is allowed between drivers or crew. The courier will ensure a safe distance from you to conclude handover of your order (minimum 2m).
When handheld devices are used to confirm delivery, the driver will ask you for your name and surname and will confirm if you agree for them to sign on your behalf.
Each of our courier partners will be installing hand sanitizer stations in all key entry and exit points in hubs and depots.
Based on the severity of high-risk areas our courier partners drivers will wear latex gloves and face masks to reduce the chance of transmission.
As an alternative to delivery or store visits, you can make use of our Locker network for your non-food purchases.
As the situation evolves, we will continue to roll-out best practices across all of our courier partners throughout South Africa.
Delivery times, stock availability and pricing
There has been a huge spike in demand on certain products related to COVID-19 which has led to isolated shortages or low stock levels. We are working especially hard to replenish hand sanitizers, cleaning supplies, paper products, and other in-demand items as quickly as possible at our everyday low prices. We have implemented limits per customer on affected lines, both online and in store, in order to ensure that we can assist as many customers as possible. We have also extended our delivery lead time until demand reduces. The exceptional circumstances that we are now in will no doubt have many impacts. We are working hard to keep you informed and minimize any impact that we have control over.
Thank you for your support. We hope that we are able to continue to earn your trust and please put safety first.