Covid-19 Corporate Communications
MAY 20, 2020
PERSONAL PROTECTIVE EQUIPMENT UPDATE - MASKS
The safety of our guests and team members has always been our number one priority. From the onset of COVID-19 we implemented enhanced personal protective equipment (PPE) measures for our team members, and made available PPE and sanitization stations for our guests. Today we expand our policies requiring all team members wear a face mask as an additional layer of PPE.
Health Canada has highlighted the benefits of face coverings in helping to prevent the spread of COVID-19.
We ask all our guests to participate in these enhanced safety precautions by bringing their own mask or face covering to wear in our stores. This could be a non-surgical mask, a homemade face covering, a scarf, or bandana – please ensure it fully covers your mouth and nose. Effectively using face coverings will provide an extra measure of safety for our community and team members.
We continue to require all our guests practice good hand hygiene by sanitizing their hands or gloves when entering the store.
Thank you in advance for helping keep our community safe.
April 30, 2020
On April 29, Pusateri’s was notified of its first confirmed case of COVID-19. Upon being notified, we promptly contacted Public Health with our response plan. This individual is a head office employee in a supervisory role with limited interaction with customers and team members. They felt unwell on Friday April 24 and left work that morning. They have not visited a Pusateri’s store since that time.
We want to assure you that we are taking immediate and swift action including:
- Closely communicating with Public Health on specific next steps
- Communication to employees and customers on the development
- Reviewing our preventive measures for optimization
We know that this individual briefly visited our Sherway and Avenue Road location prior to their leave on April 24. In response we have completed enhanced professional deep cleaning at these locations out of an abundance of caution. This deep cleaning will span the entirety of the store with thorough disinfecting of all high-touch point surfaces following Public Health guidelines.
Since the outset of COVID-19, we have made it our number one priority to immediately adopt the best practices and preventative measures needed to keep our employees and customers safe. This will remain at the forefront of everything we do. For more information, continue reading on our earlier posts below.
Join us in wishing this member of our team a speedy recovery.
April 18, 2020
FEEDING OUR HEROES
We could not be more grateful to the frontline healthcare workers in our community on the frontier of COVID-19 working around-the-clock to keep us all of us safe and healthy at great personal risk. Internally, we have our own heroes keeping our doors open, shelves stocked, and guests served with a friendly smile.
As a family, we realized the best support we could offer was to continue doing what we do best, by providing these heroes with a nutritious meal and the peace-of-mind of one less thing to think about during these challenging times. Thanks to our valued suppliers and partners, we have teamed together to provide up to 500 meals a day as just a small thank-you to some of Toronto’s frontline workers.
Our amazing team are busy preparing these delicious meals in our sanitized, state-of-the-art central kitchen. Through this initiative we are proud to be able to keep our kitchen operational and our team there fully employed during this time.
Stay up-to-date and check back on our progress here as we grow the number of meals over the coming weeks and expand our reach to feed more of Toronto’s frontline workers.
BECK TAXI DELIVERY
We are proud to announce our partnership with Beck Taxi as our official delivery partner. With grocery delivery demand growing exponentially, we are excited to be able to provide quick and efficient service to our guests by utilizing the Beck Taxi fleet.
Drivers will have contactless pick up at our locations and direct from store-to-door delivery to our guests. Food is being transported in the trunk and dropped outside the front door. Drivers are adhering to strict sanitization protocols.
This partnership helps Beck drivers by providing safe and consistent work for them during this time. It also allows us to expand the number of deliveries we are able to make in a given day.
RITUAL CURB SIDE PICK-UP
New in, curbside meal pick-up through Ritual. Explore our ready to eat, ready to heat and ready to cook meal options for 2 and 4 people. Order through Ritual and pick up curbside at your nearest location. Available in as little as 20 minutes.
Explore the menu.
April 9, 2020
Easter Weekend Store Hours Update
As we approach Easter weekend, we will be closing all of our store locations for both Good Friday and Easter Sunday. This decision is in accordance with the government's recommendations and will provide well-deserved time off for our valued employees. We will be contacting all grocery and catering orders scheduled to update and coordinate deliveries. We will also be taking this opportunity for further deep cleaning and sanitization inside of our stores.
Although it may look a little different this year, we hope that you enjoy the holidays and we look forward to seeing you when we resume regular hours on Monday, April 13th. For store hours and locations, please visit locations page
April 6, 2020
Shopping at Pusateri’s: What to Expect
As the realities of COVID-19 continue to evolve, Pusateri’s continues to develop and implement additional protocols to ensure the safety of our guests and employees.
Here is what you can expect from our stores:
When you arrive, you may experience a short wait as we try to limit the amount of people inside of our stores. Typically, the wait is no longer than 15 minutes.
Upon entering, we ask that you sanitize your hands, or gloves, with the hand sanitizer provided. You can be assured that our dedicated sanitization team has a rigorous schedule to ensure all high touch areas are cleaned frequently including shopping carts and baskets. For additional safety, a station is available with disinfectant for our guests to use on carts or baskets upon entering.
You will notice directional arrows on the floor of our stores. These are designed to control the flow of traffic around the store and ensure that we are all maintaining a safe social distance. This will also ensure that guests are not passing each other in the narrow aisles.
While shopping for produce, we ask all guests to use the gloves provided. They can be disposed of once your produce shop is complete. To avoid possible contamination, we also ask that you refrain from touching produce and putting it back.
You may notice some of our team members wearing masks. These protective masks have been provided to all our team members if they choose to wear one. All team members are also wearing gloves which are changed frequently throughout the day. Our front-end team members have also been provided personal head shields to offer additional protection.
When at the cash, we ask that you try to pay with credit or debit card whenever possible to avoid handling of cash and coins. The card terminals, the grocery belt and our grocery packers are sanitizing between every guest.
Once home, we also advise, per public health’s recommendation, that you rinse your produce with a produce wash or a vinegar solution once at home.
Should you not be able to get to one of our locations, we are pleased to offer two options for pick-up and delivery. Please click here for more details and to place an order.
- Pusateri’s direct delivery and pick up. Fill in our online order form here or call 416.785.9100.
- Order online through Instacart
March 27, 2020
To our valued guests:
We know that many of you have questions about the pricing of Lysol Disinfecting Wipes inside of our stores. We are working to answer each of your questions as quickly and honestly as possible with the information that we have available.
As many of you know, there is significant pressure on retailers amidst COVID-19 that is growing by the minute. Unexpectedly, and seemingly overnight, our stores were overcome with demands that could not have been anticipated or planned for. We jumped in with both feet to juggle and manage all the moving parts as best as we could. Somewhere in the shuffle, there were mistakes and oversights that would have never happened under normal circumstances.
Our pricing of the Lysol Disinfecting Wipes was both a mistake and an oversight that we are owning 100%.
At this time, we are acting promptly to refund all customers who purchased the product and launched a full product review to ensure no other item in any of our stores was incorrectly priced. We have also publicly apologized and will continue to do so.
In the coming days, we will be conducting outreach to all Pusateri’s guests, employees, suppliers, media and the government to reinforce our commitment that this will not happen again.
As each of you know, the people who work inside our stores are doing incredible work and it is truly unfortunate that this event has distracted from the tremendous jobs that each of them do everyday. They have all risen to the challenge and continue to serve our community amidst an unparalleled event in our lifetime.
That should’ve been the headline.
Pusateri's Fine Foods
March 26, 2020
Price error on Lysol Disinfecting Wipes.
While no excuse, our stores are facing immense pressure on all levels of the operation. As a result of this mounting pressure, critical elements were overlooked including the incorrect pricing of this product. This was our mistake, our error, our oversight and we apologize to everyone impacted. We are promptly reviewing and adjusting any and all products that may have been improperly listed and every individual who purchased this product will be fully refunded by emailing firstname.lastname@example.org.
We are a family owned and operated business and we share the concern of the new realities that COVID-19 has created for everyone. This should have never happened, and it will never happen again.
President & CEO
March 19, 2020
Shop & Delivery Service Update:
Thank you for your patience, we are re-activating our grocery shopping & delivery service with more shoppers and delivery capacity to accommodate your orders. Order by phone, 416-785-9100, or email, email@example.com
For everyone’s safety, our drivers will not be permitted to enter your home at this time. Speak with one of our call center agents for more information.
We are also adding hundreds of new items to the online Instacart assortment, order groceries online for delivery at instacart.ca/pusateris.
March 17, 2020
Shop & Delivery Service Update:
We are experiencing a high volume of orders, in order to keep pace we are temporarily suspending our grocery shopping and delivery service. We hope to clear the order backlog and have additional staff to restart this program by early next week.
You can still order groceries online for delivery through our partner Instacart, instacart.ca/pusateris.
On the advice of public health officials and the Province of Ontario, all in-store dining is temporarily suspended. Please take advantage of our prepared food options to-go.
Eaton Centre Location Update:
In light of the recent closures of the GTA Saks Fifth Avenue locations, we are following suit to temporarily close our CF Toronto Eaton Centre location effective immediately.
Providing our community with safe access to food continues to be our top priority, however given the latest access restrictions to the property we can better deploy our limited resources to our other locations. Where possible, food supplies and team members will be redeployed to our other stores so we can continue to serve the community.
The Sherway Gardens store will remain open however only accessible through our dedicated entrance from the covered parking lot, access from the mall is not available at this time.
Avenue Road, Bayview Village and Yorkville are also open, any further changes will be posted on our website and through our social media channels.
March 16, 2020
To our valued guests,
Due to the nature of our industry, we always take our customer's health very seriously. We have been closely monitoring the changing situation with COVID-19 and implementing further measures to ensure our guests and employees remain safe and healthy during this time.
In addition to our already rigorous protocols, we have implemented the following measures:
- We have furthered our protocols for protection against food contamination, including providing gloves for guests to utilize while shopping in the non-packaged food aisles
- We have hand sanitizer stations throughout our store, including stations at entry and exit points
- Frequent and mandatory hand washing by all team members along with frequent sanitization of high touch point areas
- Any staff who feel ill are asked to not come into work, and to seek the appropriate medical guidance instead
- During this time, we will remain open for business and will continue to communicate any changes to our guests as they come available.
We will also be opening early (at all locations except CF Toronto Eaton Centre) to provide access for the elderly and those at a higher risk of infection to pick-up their groceries and food essentials in a quieter shopping environment. We ask that all of our guests respect this dedicated shopping time for those in our community that are most vulnerable. Please see our locations page for store hours.
We ask that you do your part to prevent further spread of the virus by not visiting our locations should you be experiencing any symptoms. Grocery delivery is available online through Instacart.ca/pusateris.
It is my personal promise to stay actively involved and on top of this situation and to keep our valued guests advised of any new developments as they come available. In the meantime, we look forward to seeing you in our stores, thank you for your continued loyalty.
On behalf of my family and Pusateri's Fine Foods, we sincerely appreciate your support during this challenging time.
President & CEO
Pusateri's Fine Foods