A message from the CEO of Pets at Home

Dear Customers,

I am sure, like many, you were glued to the briefing by our Prime Minister last night. He made it clear that the best way we can support the NHS is to follow his instructions and stay at home to help stop the spread of COVID-19.

He has determined that you are able to leave the house for a short period of time (30mins) to shop for necessities. He has said that pet shops and veterinary practices will remain open to serve pet owners with essential items and essential/emergency health needs. I want to reassure you that we are here to help you care for your pet in these unsettling times. We will keep you informed as the situation develops so please do check our website, Facebook Page, VIP app and emails for future updates.

There are clear guidelines the government have laid down which we will implement immediately:

• Only a small number of people will be allowed into the shop or practice at any one time, so please if you absolutely need to shop try and come by yourself

• We must operate a queuing system outside of the store/practice. It’s Britain, it will rain, so please do bring an umbrella in case it does

• We have implemented social distancing rules, these will be made clear on arrival please take time to familiarise yourself. Please help protect our colleagues by strictly observing these

• We are only accepting card payments (ideally contactless), please do not use cash

• We are restricting opening hours on Monday to Friday from 9am to 6pm and for weekend opening hours check your local store here. This will give us more time to do further cleaning and ensure shelves are stocked. Please check our website for our store or practice before leaving to ensure they are open and only call us if you absolutely need to

• All of our pets are now no longer on the shop floor but don’t worry they are being loved and taken care of by our colleagues in dedicated facilities

• All our Groom Room salons are closed so that everyone can focus on serving you

• We would ask that you only buy absolute essential items so that we can serve you quickly and safely

• All our suppliers continue to work hard, we will implement reduced ranges but do our best to ensure restricted diets and veterinary specialist diets are kept available

• Our website is open 24hrs a day. Whilst there will some delays to deliveries, we will continue to operate it as normally as we can

I know these are worrying times for everyone. Never have I been prouder of my colleagues throughout the entire business, who through adversity have given their all to serve our customers. They are tired and worried like you but have chosen to come to work to ensure the nation’s pets are fed and kept healthy. A smile goes such a long way and we would really appreciate you being super patient as everyone is working hard to support you and your pets.

Thank you so much for your support and most of all, please take care and be safe.

Peter - CEO Pets at Home Group.