Covid-19 Corporate Communications

 

March 27, 2020

 

To our valued guest:

 

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.

 

Thank you,

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 info@pusateris.com.

 

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.

 

Frank Luchetta

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, grocery.orders@pusateris.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.

 

 

In-Store Dining:

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. 
     

    Thank you.

    Frank Luchetta
    President & CEO
    Pusateri's Fine Foods