In response to the Government’s strategy to reintroduce tiers in England, we have reviewed all areas of Todd Doors to ensure we are compliant from both a business and health perspective. Our updated approach to serving customers from 2nd of December is all detailed here, as always if you have any questions please do contact us, details of how you can do that are below.
What’s open for business at Todd Doors from 2nd December?
Our Showrooms & Click & Collect Centres
All of our showrooms and warehouses will be open normal hours and our deliveries will continue as scheduled, we recommend that you check our website for operational hours at your chosen location.
Collections are free from both the Northolt and Bournemouth Centres and are available on a first-come-first-served basis.
At each location you will be able to benefit from specialist advice on current or future projects, place orders and arrange collections or deliveries.
Our Dedicated Call Centre
Our dedicated in-house Call Centre is available from 8.00 a.m. to 5.00 p.m. Monday to Friday and between 9.00 am and 5.30 pm Saturday. Our Door Experts will continue to handle enquiries, place and manage orders and plan collections and deliveries – the number to call is 0800 633 5050 or alternatively talk with them via the LiveChat facility on our website.
Our Website & Live Chat
www.todd-doors.co.uk never closes and orders can be placed online at any time to suit you. Door Experts will be on hand for advice and support (including available delivery slots) via LiveChat from 8.00 a.m. to 5.00 p.m. Monday to Friday and between 9.00 am and 5.30 pm Saturday
Our Trade Team
We continue to support our Trade account customers through their dedicated Account Manager
Our remote/field-based representatives will not be making customer face-to-face calls during this period without a risk assessment being undertaken to ensure all parties’ safety.
If you do not already have an Account Manager, wish to discuss opening a Trade Account or have an enquiry you would like to discuss with us please contact us on firstname.lastname@example.org or on 0203 772 5443.
Our Warehouses & Distribution Team and Deliveries
Deliveries will continue to be made from our London and Bournemouth Warehouses with home and site deliveries still available, subject to daily capacity. To discuss earliest possible delivery dates either contact a Door Expert via Live chat or on 0800 633 5050
Deliveries outside of our own fleet’s geographic reach will be made through the Palletways network.
This service is only suitable for customers who are happy to receive a palletised door delivery to the kerbside and labour will be required to bring goods onto site as the driver is not permitted to do so.
For ironmongery only orders, we continue to offer full UK delivery in line with availability of the DPD delivery service.
What safety measures are in place and what do I need to do?
We have an established set of safety measures in place, all in line with Government directives, to protect both our customers and staff. Below is a summary of how we now operate and what we need you to do to keep us all safe.
Our stores operate on a “one out one in basis” with entry contingent on the wearing of a face covering and with an emphasis on social distancing and limiting risk for our staff and customers. You may be asked to wait before entering the store until we have the capacity dictated by our Risk Assessments, but we will do our best to keep any inconvenience to a minimum.
For added peace of mind, customers will be provided with disposable gloves when browsing in-store. Hand sanitiser will also be available and all our hardware displays and door handles are regularly cleaned.
No more than 3 people from the same dwelling may visit at the same time, with responsible social distancing from staff and other customers essential throughout your visit.
Unfortunately our in-store public toilets will be closed.
During these unprecedented times, we are running with a reduced staff headcount, safely spaced, to maximise the safety for all, whilst maintaining the level of customer service we’ve long prided ourselves on.
Customer collections of doors and hardware are permitted from Northolt and Bournemouth warehouses, where on-site instructions must be followed to ensure your own and others’ safety. Face masks or coverings must be worn at all times.
Please contact a door expert on 0800 633 5050 to discuss a return and they will advise the correct location for it to be processed. If you want us to collect goods they are also best placed to arrange this.
If you have been unable to return a product due to self-isolation restrictions, we will honour a late return so long as it meets with our Returns Policy, and is subject to a valid proof of purchase such as a receipt or delivery note.
Deliveries & Driver Collections
Delivery on our own vehicles will be contact-free and goods will be delivered to outside a property or to an unoccupied outbuilding or garage, as drivers are not permitted to enter a dwelling according to Government advice.
Our drivers will be exercising strict social distancing when on-site and will be wearing the appropriate P.P.E.
As we are unable to bring goods into a property or collect goods that have not been placed outside please allow our drivers safe access, suitable space to leave your goods safely and remember to plan on-site labour to bring goods inside after we have left (particularly important during bad weather).
Public Health England have said that there's no current evidence to suggest that the virus can be transmitted from packages.
You will not be asked to sign any documentation, our driver will simply photograph the delivered items as proof of delivery.
We ask that for everyone’s well-being that you respect our drivers’ requests to stay at least 2 metres distant.
What do I do if I have a complaint or a question?
Our Call Centre staff may be able to help in the first instance, 0800 633 5050 and if it is something they are unable to answer or resolve they may refer you to one of our Customer Service Team. Please allow our people a little extra time to deal with your enquiries during this difficult period.
We hope that this information has been of help to you and look forward to “meeting you” in whatever form that may take sometime soon.
All of us at Todd Doors wish you and your loved ones well in the weeks to come.