COVID-19: Keeping each other safe

Friday, 27 March

As New Zealand adjusts to life under Covid-19 Level 4 alert, we wanted to update you on our supermarkets and online shopping services.


Kia ora,

As New Zealand adjusts to life under Covid-19 Level 4 alert, we wanted to update you on our supermarkets and online shopping services.

After weeks of extraordinary customer demand in our stores, we are thankfully seeing this slow down as Kiwis’ follow the government’s guidance to stay home. Thank you for all your kind words of support for our teams around the country; it means a lot.

We’re still experiencing unprecedented demand for online shopping, which means some of our most vulnerable and at risk New Zealanders are often unable to order the essential food and groceries they need at this challenging time.

To help, we’ve introduced Countdown’s Priority Assistance service which prioritises those people who are 70 years old or older, who are immune-compromised, have chronic illnesses or have a disability which makes it difficult to get to our stores. Find out more here.

We’re expecting high demand for Priority Assistance. While we cannot guarantee availability of delivery slots for these customers, our team is doing its best to scale up and increase delivery times as much as possible, so please bear with us. 

To help free up online shopping for those who most need it, we’d encourage any customers who can shop in our stores to do so. We’re open right through the lockdown. 

This is what you’ll see in our stores to help keep you and our team safe:

Use the trolley distance rule

Whether it’s inside our stores, or if you’re having to wait in a queue outside to get in, please make sure there is at least a trolley length between you and other customers and our team. 

Checkout closures and fewer people in our stores

We’re limiting the number of customers in our store at any one time, and the amount of checkouts we have open. This will ensure there is plenty of space for customers to maintain physical distance from each other and our team when they shop. Please shop alone if you can and we’d recommend following the government’s advice to have one dedicated shopper per family.

Help us by packing your own bag

We’re temporarily asking customers to pack their own bags at the checkout to help speed up the check out process, keep queues to a minimum and limit handling of items.

Perspex screens at checkout rolling out in our store

These screens will make things look pretty different, but they’ll help protect both our team and customers from any sneezes or coughs and help with maintaining physical distance. You’ll see these starting to be rolled out across our stores over the coming days. 

Paywave power

Using paywave and avoiding using cash in our stores whenever and wherever you can will help cut down on the handling of bank cards and cash.

A little kindness goes a long way

Please only buy what you need. Kiwis are all about fairness and at Countdown we want to make sure that when people are shopping in our stores and online, they only buy what they need. To help, there are limits on most items to help make sure there’s some for everyone.

We understand that for some people, these changes will be unsettling but we want to do all we can to help prevent the spread of COVID-19. We’re determined to keep providing New Zealanders with access to our stores, while also making sure our stores are safe for our team and customers.

Thanks for your understanding and ongoing support. Our team is doing the best we can under difficult circumstances; please continue to be kind to them and each other. 

For important updates on our efforts visit our COVID-19 Updates page

Need help? 

Our hard-working Customer Care team is experiencing a high volume of calls and emails at the moment so please only contact us if absolutely necessary. In the meantime, our FAQs or Olive, our virtual assistant, might be able to help you. 


Regards,
The team at Countdown

Olive

Need help? Speak to Olive, the Countdown Virtual Assistant

Our hard-working Customer Care team is experiencing a high volume of calls and emails at the moment so please use Olive, our virtual assistant.