This page is here to keep our customers up to date about any impact to Andertons' business operations during the current Coronavirus pandemic.
Business Operating Procedures 19 September - 31 September 2021
Although the government has now removed all legal restraints on measures introduced to mitigate the spread of Covid 19, we will continue to operate with our modified arrangements. Our duty of care to our staff and customers is our absolute priority and we consider it appropriate to maintain several measures in order to minimise the risk of infection or requirement to self-isolate.
The Guildford store currently opens 10am-5pm Monday to Saturday and 11am-5pm on Sunday. We do not feel it is yet appropriate to allow general browsing. We are conscious that the average age of our staff means that a high percentage are not yet fully vaccinated. Although all staff are offered asymptomatic lateral flow testing, we still wish to ensure all staff and customers feel comfortable when at work or visiting Andertons.
Please note if a high number of staff are required to self-isolate, we will have to close the showroom, so please check the website before coming to the store.
Key Points to Note:
We are continuing to limit the number of customers in the store at any one time. However, we will, as of 19 July, increase to 12 demo areas, which are large enough to allow 2 customers and a staff member to play and talk but, at the same time, keep safe. The number of customers who can enter the store will be determined by staff availability on a daily basis. The demo areas are thoroughly cleaned at the end of each day
Our staff will continue to wear masks to protect you when you are in the store. We therefore would ask that you reciprocate and wear a mask whilst visiting us and continue to respect social distancing.
Appointment Service
To get the best experience, we would strongly encourage you to pre-book an appointment to use one of the 12 demo areas - this will ensure the right specialist is booked to be with you and the items you want to try are brought to the store and prepared for your appointment. This is especially relevant for busier days ie weekend. You can call or fill out the contact form to book your appointment. Full details of the booking process are available here.
"Walk-in" Services
The following are available as "walk-in" services and, apart from a possible queue, you can just come to the store. For these services we recommend that you check the website or call ahead to make sure the stock is actually available at the store. Due to the required changes not all items will be available at the store and may need to be brought from our local warehouse for you.
- Click and Collect or Reserve over the Phone: Click here for more information.
- Buy a specific item - Click here for more information
- Guitar Repairs: Click here for more information.
If you opt out of pre-booking you may run the risk of either having a significant wait outside the store or have had a wasted journey if we are fully booked up or working at reduced staffing levels. Remember there is no facility to browse or walk around the store whilst you wait.
Please note: Limited parking is available on our forecourt for collection of heavy/large items
Online Operations
Although operating normally, the need for staff to self-isolate means we are down on team members in our warehouse most days. This also applies to our couriers and we have therefore moved forward our "cut-off" time to midday as the time by which your order needs to have been made in order to guarantee next-day delivery (where applicable).
We continue to work within Covid Secure and social distancing measures.
Our online help centre can be searched for answers to any common questions you may have.
Staying Covid-19 Secure
We have carried out a full risk assessment in line with the government guidelines. This has been done to ensure our staff and customers feel safe at Andertons. We currently operate the above services, with strict procedures in place.
We are limiting the amount of customers within our store at any one time to keep our staff and customers safe, and to ensure social distancing can be maintained.
We have also taken these following steps:
- Appropriate PPE has been provided for our staff.
- We have cleaning, hand-washing and hygiene procedures in place that adhere to government guidance.
- We have implemented rigorous cleaning and hygiene protocols in regards to counters, till points, and stock - including hand sanitiser stations for customers and staff, which should be used upon both entry and exit.
- Perspex screens have been installed at till points to help protect staff and customers.
- For now, only the front main counter area is open for click and collect. There is also a route to follow to ensure social distancing is maintained.
- Card payment only (contactless up to £45).
- Help available for heavy item collection (following government guidelines).