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WOLSELEY CANADA: NAVIGATING COVID-19

Updated: June 26, 2020

These are unprecedented times and the situation with COVID-19 is rapidly evolving, with new updates every day. We are closely monitoring the status in Canada and the health and safety of our customers, associates and communities remains our top priority. Carefully following the latest information and guidance set by the Government of Canada and World Health Organization (WHO), we have decided to put in place new protocols for all of our branches and showrooms.

You can rely on us to provide the services and products you need to get the job done. We are dedicated to supporting our customers and the important work you do across the country.

As of June 29, most Wolseley branches will be open for walk-in business, with a few exceptions maintaining curbside service only.

All branches continue to offer contactless ordering options including Wolseley Express, phone and email with curbside pickup available. See branch details by province and updated health and safety protocols below

 

IMPORTANT INFORMATION FOR OUR VALUED CUSTOMERS

BRANCH INFORMATION

SAFELY RE-OPENING SELECT LOCATIONS FOR WALK-IN BUSINESS

Following guidance set by provincial governments, we have decided to safely reopen our locations for walk-in business, with select branches maintaining curbside service only. Closely observing all health recommendations from the Government of Canada and the World Health Organization, we have implemented new protocols to help keep our customers and associates safe.

Branches open for walk-in business, with updated health and safety measures in place:

Click each province below to view open branches. 

As of Monday, May 25:

  • Vague & Vogue showrooms in Quebec will be open to customers, by appointment only. Please contact your local showroom or book a consultation online here.

As of Monday, June 15:

All British Columbia branches are open for walk-in business, except for the following branches maintaining curbside service only:

Kitchen & Bath Classics showrooms are open by appointment only. You can learn more and book an appointment here.

As of Monday, June 15:

All Alberta branches are open for walk-in business, except for the following branch maintaining curbside service only:

Kitchen & Bath Classics and Wolseley Studio showrooms are open by appointment only. You can learn more and book an appointment here. 

As of Monday, June 15:

All Saskatchewan branches are open for walk-in business, with the following exception maintaining curbside service only:

Kitchen & Bath Classics showrooms are open by appointment only. You can learn more and book an appointment here.

As of Monday, June 15:
All Manitoba & NW Ontario branches are open for walk-in business, except for the following branch maintaining curbside service only:

Kitchen & Bath Classics showrooms are open by appointment only. You can learn more and book an appointment here.

Due to the recent outbreak, we ask that customers who have travelled to and from the Campbellton, NB area in the past 14 days please refrain from entering our branches and take advantage of our contactless ordering methods including Wolseley Express, phone and email.

As of Wednesday, June 3:

All New Brunswick branches are open for walk-in business. 

As of Monday June 22:

All Newfoundland branches are open for walk-in business.

As of Wednesday, June 17:

All Nova Scotia branches are open for walk-in business. 

As of Monday June 29:

All Ontario branches are open for walk-in business, except for the following branches maintaining curbside service only:

TAPS Bath is open to customers, by appointment only. You can learn more and book an appointment here

Kitchen & Bath Classics showrooms are open by appointment only. You can learn more and book an appointment here.

*Please check with your local branch for specific information on hours of operation.

Please refrain from entering our branches, and use our convenient, contactless alternatives for placing orders, including phone, email or Wolseley Express (for plumbing, HVAC/R and Waterworks customers), if you:

  • are experiencing COVID-19 symptoms (shortness of breath, coughing, fever, extreme fatigue, muscle pain, etc.)
  • have been in contact with anyone who has tested positive for the virus within 14 days
  • have recently travelled outside of the province within the last 14 days.

HEATH & SAFETY STANDARDS IN BRANCHES OPEN FOR WALK-IN BUSINESS

Here are some of the safety protocols and changes you’ll notice in these branches:

PHYSICAL DISTANCING & HYGIENE PRACTICES

  • You will notice a sign on the door detailing some of the below information.
  • Hand sanitizer will be available. Please ensure you use this upon entrance and exit of the facility.
  • Physical distancing of at least 2 metres must be practiced by all customers and associates in the branches. To help facilitate this, you will notice decals on the floor marking out 2-metres of physical distance as well as signage indicating flow of traffic throughout the branch. Please follow all signage and instructions by branch associates.
  • To further maintain physical distance, branches may be limiting the number of customers inside the branch at a time.
  • Plexiglass barriers have been installed at all counters, to safely separate customers and associates during transactions.
  • During this time, “kitchen” areas, including self-serve coffee stations, as well as washrooms, will not be available for customer use.
  • For situations where physical distance of 2 metres cannot be maintained, employees will be required to wear masks.
  • In circumstances that are transactional between individuals, without the opportunity to disinfect hands, employees will be required to wear disposable gloves.
  • Proper hygiene practices, following official guidelines, will be maintained. Including, but not limited to:
    • Regularly disinfecting commonly touched surfaces
    • Disinfecting debit/credit machines after each customer use
    • Proper hygiene practices for the use and disposal of gloves and masks.

RETURNS

Branches in these regions will be accepting returns, with updated protocols:

  • Please contact the branch in advance to arrange the return.
  • Returned product is to be dropped off at the agreed location within the branch.
  • The product returned will either be quarantined for 3 days prior to putting back into circulation or disinfected before processing.

TOOL RENTALS

Tool rentals will be available at branches in these regions, following normal processes for renting.

  • For tool rental drop-offs, please contact the branch in advance and follow instructions for dropping off the product in the appropriate location.
  • Returned tools will be disinfected prior to being returned into the branch.

CONTACTLESS OPTIONS FOR ORDER & PICK UP

All previous options for contactless order and pick-up will remain available at these branches. This includes placing orders via phone, email and Wolseley Express (for plumbing, HVAC/R and Waterworks customers).

Express Pick-Up, curbside pickup and shipping options continue to be available. Please see more details below.

DELIVERIES

Delivery options continue to be available for orders. To ensure safety, our drivers will:

  • Practice safe distancing when making deliveries.
  • In circumstances where safe distancing is not possible, drivers will be required to wear masks.
  • All Wolseley Canada trucks will have a supply of masks, gloves and hand sanitizer.

SHOWROOMS SAFELY OPENING BY APPOINTMENT

Wolseley showrooms are open by appointment only.

  • As of May 11, Vague & Vogue showrooms in Quebec are open to customers, by appointment only. 
  • As of June 8, both TAPS Bath locations in Mississauga and Toronto are open by appointment. 
  • Kitchen & Bath Classics, Wolseley Studio, are open by appointment only as of June 15, with the exception of Kitchen & Bath Classics Red Deer, which will be opening June 17. 

As always, the health and safety of our customers, associates and communities are our top priority and we have implemented new measures in our showrooms. Physical distancing and hygiene practices are at the core of our health and safety standards, with measures including:

  • Making hand sanitizer available throughout the showrooms
  • Frequent daily cleaning and disinfecting commonly touched surfaces
  • Mandating masks and physical distancing of at least 2 metres for all customers and associates
  • Limiting the number of customers in the showroom at a time, and more.

You can learn more about the protocols for Vague & Vogue, Kitchen & Bath Classics, Wolseley Studio and TAPS Bath, and book an appointment on the respective websites. 

BRANCHES OPEN FOR CURBSIDE SERVICE ONLY

For branches that remain open for curbside service, we have put in place measures to help ensure the safety of our associates and customers, including the following:

  • To ensure social distancing, only Wolseley associates will have access to our branch and showroom facilities across the country.
  • While customers will be restricted from entering our locations, all customers will still be able to use convenient alternatives to place orders, and options are available for pick up and delivery.

CONTACTLESS OPTIONS: PLACING & RECEIVING ORDERS

PLACING YOUR ORDER

For plumbing, HVAC and Waterworks customers:

  • Shop and place orders 24/7 on Wolseley Express.
  • Credit card payments are now available on Wolseley Express and all terms and named COD account customers can register for an account.
    If you don’t already have an account, you can register at: https://www.wolseleyexpress.com/UserRegistration/Registration
  • For more information on Wolseley Express and tips for using our key features, click here.
  • Call ahead! We are happy to take your order over the phone.
  • Express Pick-Up and shipping options continue to be available.

For Industrial customers:

  • Orders can be placed via phone or email. 
  • Pick up and shipping options are available.

PICKING UP YOUR ORDER

  • Please do not attempt to enter the branch; the doors will be locked. Instead, call the branch to let our associates know you have arrived for pick up.
  • Instructions for pick up and contact details will be posted on the branch doors.
  • Over the phone, our associates will discuss arrangements for order pick up specific to that location, with respect to all protocols for social distancing.

PAYMENT OPTIONS

Wolseley Canada will not be accepting cash payments of any kind at this time. Please note the payment options available:

For terms account customers:

We encourage our valued customers to utilize the following electronic payment methods:

  • Invoice Gateway via Wolseley Express
    • Once you log in to Wolseley Express you can use the secure Invoice Gateway portal to pay your invoices and statements through Bill Trust. You must have the Invoice Gateway user right to access this portal. Contact your credit rep to activate.
    • Invoice Gateway payment options include:
      • Pre-Authorized Debit
      • Credit Card

Additional electronic payment options include:

  • EFT/Wire payments
  • Online Banking

In the event the above electronic payment methods cannot be utilized, please direct the check payments to the appropriate Regional Centre. Please confirm the Regional Centre indicated on your invoice:

Ontario/Atlantic                                                         Quebec

PO Box 5330                                                              4200 rue Louis-B Mayer

Burlington, ON  L7R 4Z2                                            Laval, QC  H7P 0G1

 

West                                                                           Industrial

PO Box 1477 Station T                                               PO Box 68

Calgary, AB  T2H 2H7                                                Burlington, ON  L7R 3X8

Please Note: Customers can still drop their checks at their local branch but should call to confirm store hours and availability.

Please contact your financial services representative for further information:

Ontario/Atlantic: 1-888-419-9969

West: 1-855-214-6456

Quebec: 1-800-557-7331

For general inquiries: collections@wolseleyinc.ca

 

For COD account customers:

  • Credit card payments are now available on Wolseley Express. We encourage you to register for an account and place your orders online, taking advantage of this convenient, contactless payment method.

For non-credit account customers:

  • Please call your branch manager to discuss how your order will be handled.

RETURNS

  • Wolseley Canada will not be accepting returns at branches offering curbside service only.

BRINGING THE BRANCH EXPERIENCE ONLINE

Many of you are used to seeing our promotions featured in-branch. To bring that experience online, we have set up Virtual End Caps with featured deals and offers from select manufacturers. You can check that out at: www.wolseleyexpress.com/endcaps.

As always, you can continue to view all our promotions on Wolseley Express here, or just search "Promotions" in the search bar. 

STAYING UP TO DATE

As we will increasingly rely on digital communication channels, we encourage you to sign up for our emails to stay up to date with all our news, promotions and Wolseley Express updates. You can sign up here

While the current environment is dynamic, we appreciate your support as we navigate COVID-19 together. The health and safety of our customers, associates and communities remains our top priority, and we recognize the important role that our team and customers fulfill in our communities. We continue to be confident in our swift decisions to safeguard our communities and to serve each of you.

By working together, and following the latest information and guidance set by the Government of Canada and World Health Organization (WHO), we can all do our part to slow the spread of this virus.

For any questions, please contact us at customer.feedback@wolseleyinc.ca


 

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