COVID-19 Update: A Message from Simon Alston, CEO

In line with governmental guidelines, Wellness Warehouse is classified as an essential service provider and therefore permitted to remain open during the lockdown period. We are as dedicated as ever to helping South Africans manage their health and wellbeing needs through this challenging time. 

For more information on the corona virus, visit this website: www.sacoronavirus.co.za

We are classified as an essential service due to our offering of complementary medicines and health products, foodstuffs and other essential products like hand sanitisers, disinfectants and personal hygiene products.

Our customers rely on us for a variety of reasons. For some, we supply the complementary medicines that help manage their chronic health issues. For others, our speciality food products address very specific dietary and lifestyle needs, like plant-based diets and allergies. Many have taken the conscious decision to lessen their impact on the earth, using environmentally-friendly cleaning products. Whatever the reason, we take our responsibility to fulfil all our customers’ needs seriously, and believe that good quality preventative healthcare backed by trusted advice is more important today than ever before.

We also take our responsibility to uphold the health and safety of our team members very seriously. For this reason, we took the decision to close all stores on Friday 27 March 2020 (except for our Kloof Street flagship and online stores) to ensure that all best practice safety measures are put in place. Not only was this a good opportunity to give our hard-working store team members a much-needed and well-deserved break, but we also used this time to consult with them regarding their own needs and concerns during lockdown, such as safe and reliable transportation or their desire to spend time with their families. 

We appreciate your patience while we underwent this employee-led, consultative process to make the best decisions for our teams and customers.

As of 28 March, we will operate with smaller teams than usual at a reduced number of stores. Don’t worry, 22 of our 33 stores will still be open in the Western Cape, Gauteng (Joburg and Pretoria) as well as KZN, and our same high standards of care and service will apply. Our trading hours will be reduced to 09:00 to 16:00 on Mondays to Fridays, and 09:00 – 13:00 on Saturdays. All stores will be closed on Sundays and public holidays. We believe that this is prudent in light of the important goals of lockdown.

We have introduced strict protocols to keep everyone healthy and safe during this time:

  • Our team members have been issued with sanitiser and cleaning materials for regular cleaning of their hands and surfaces (including pin pads and other touchpoints).
  • Hand sanitiser and trolley/basket wipes are available to customers at the entrance to all our stores.
  • Team members have been educated on social distancing, and because we are operating with smaller teams, we are able to minimise in-store interactions.
  • They have been issued with guidelines for optimising their own health, including access to immunity-boosting products for their personal use. 
  • In a further effort to ensure that social distancing protocols are upheld, we will only allow a maximum of three customers in store at a time, except for at our larger stores, which will allow for 10 customers at a time.  

Our online store will remain open during the lockdown period. We ask that you please be patient with any order delays you may experience. We have allocated additional resources to this channel, and our team members are working tirelessly to keep up with the increased demand. If you are concerned about delivery times on essential items, please contact customer services, who will direct you to your nearest store. 

Many of our customers value talking to our in-store Wellness Consultants. We have introduced an online helpline to support you with the same quality advice remotely. You can now reach out to a Wellness Consultant via email at [email protected], and we will do our best to provide you with timeous product- and lifestyle-related information and advice. Please note that this address is purely for Wellness Consultant advice. For all other purposes, please use existing customer service channels.  

We are working closely with our suppliers to ensure that availability of key products is not compromised, although – in line with governmental guidelines - we are selling only essential products during the lockdown period. All non-essential items will be disabled online, and you will not be able to purchase them in-store either. 

To ensure enough supply of essential items to all our customers, we appeal to you to not succumb to panic buying and hoarding. Please only buy a reasonable quantity of units per product line. Should we feel it is necessary, we may put limits on popular items that are at risk of running out. 

At Wellness Warehouse, our passion and priority has always been to help you live life well. We would like to take this opportunity to thank you for your continued support, and to express our gratitude to our staff for their courage and commitment in the face of challenging circumstances.  

Yours in care, community and courage,

Simon Alston