Bone Idol Update: Coronavirus (COVID-19)


Bone Idol Update, Coronavirus, COVID-19, Brighton, East Sussex, Advice and Updates 2020

Bone Idol Update: Coronavirus (COVID-19)

At Bone Idol we care about you and your dogs. During this time of uncertainty, we are doing everything we can to protect our customers and our staff because we all have a part to play in supporting those around us.

We are following all the advice and support from Public Health England. We will, of course, update you using various channels and our website as this situation develops. We are on:

Facebook: https://www.facebook.com/BoneIdolBrighton/,

Twitter: https://twitter.com/BoneIdolBTN

Instagram: https://www.instagram.com/boneidolbtn/

 

Or call our team 01273 695631


Update: 26-03-20

DPD Delivery Partner Update:

Writing this update is hard not to sound really direct so apologies.

We always try to be as flexible as possible so we hope you understand that this is not something within our control. We simply want to get as much information to you and be as transparent as possible.    

 

In light of the extraordinary demands on delivery services, DPD will no longer attempt to re-deliver products (those they can't deliver on the first attempt). This is a nationwide policy and does not just apply to Bone Idol, or even dog food. We also expect the other delivery services to take a similar stance.

 

 

What this means

If DPD are not able to deliver your food, because you are not in and have not left instructions with them to leave in a safe place, with a neighbour, etc, then this will be taken back to our warehouse. For health and safety reasons, food returning to our site is destroyed.

 

What you should do

  • DPD will contact you by text or email before your delivery with a designated delivery slot
  • If you are in and can accept the food then great (DPD will not require any signature or contact and will obey social distancing rules)
  • If you are not able to be in, then there are instructions on the DPD delivery information which allow you to change the delivery slot or leave instructions (such as leave with a neighbour, leave in the porch, etc)
  • If you are not in and have not left alternative instructions, your food will be returned to us where it will have to be destroyed. 

 

As always, please don't hesitate to email us food@boneidolbrighton.com.

 

As I say, this is a new rule for all deliveries made by DPD in the UK, not just ours, and is designed to make best use of those precious delivery slots.

 

As always, take care


Update: 24-03-20

 

Bone Idol Online - Delivery Update:

We are currently experiencing an exceptional volume of orders. This and changes to working practices to keep staff and the delivery teams safe is causing some delays to your delivery getting out to you our customer. The current delays may be up to one week.

 

We are currently working to reduce back log and have staff working 24/7 to select, label & package your orders for our delivery partner DPD to collect. Once your order is collected from the warehouse DPD will confirm this with you by text.

 

We appreciate your understanding at this time as online demand is very high.

 

If you have any queries please email us: info@boneidolbrighton.com


Update: 23-03-20

NEW & IMPORTANT UPDATE PLEASE READ

 

Bone Idol Online:

Bone Idol online dog food sales are not impacted by the following message. We have plenty of stock in our food facility and our delivery partner, DPD is being amazing. There are some delays because of the volume of food being packed for transit, but we expect this to reduce over the coming week.

 

To order Bone Idol Dog Food please visit: www.boneidolbrighton.com

 

 

Bone Idol Brighton Shop & Brighton Dog Grooming:

Please note: online dog food sales are not impacted by the following message. We have plenty of stock in our food facility and our delivery partner, DPD is being amazing. We have some delays because of the volume of food being packed for transit, but we expect this to reduce over the coming week.

 

To order Bone Idol Dog Food please visit: www.boneidolbrighton.com

 

 

Announcement regarding our Brighton shop and grooming parlour at 98 St James’s Street:

 

We have taken the difficult decision to close the shop for two weeks starting Tuesday 24 March. We strongly believe it is the right thing to do. We will be here on the other side of this.

 

The most important thing for us is to protect our staff and our customers, we feel we must act. We have been taking precautions such as keeping clean and dirty dogs separate, wearing face masks and gloves, transferring the dogs on the floor and swapping leads. BUT there is no guarantee that this is enough. We want to do everything we can to keep our team and our customers safe. This sad but temporary closure is the surest way we can do this.

 

Our team’s jobs are all safe and Bone Idol are committed to reopening as soon as is safe and possible.

 

We hope our customers understand this hard decision and will continue to support us in the future. Our team are contacting anyone affected with an appointment that is impacted by this individually.

 

We will be in touch as soon as we are able to open and we will contact all customers who are booked in to re-book dogs in the order they were booked originally as a priority. If you have any queries please email us: info@boneidolbrighton.com

 

Bone Idol Dog Food is available online at www.boneidolbrighton.com

 

We hope you, our loyal & lovely customers, understand this hard decision and will continue to support us in the future.

 

We love you all.

 

#WeAreBoneIdol


Update: 21-03-20

 

Bone Idol Brighton Shop:

 

How we are coping, our commitment to our team and our plea to our customers

 

Of all the things we are proud of, our team is number one. They are amazing, not just in their skill but also their commitment to our clients, your dogs & the community we serve.

We will not leave any one of them behind and are determined to make it through this crisis as a team. We will not be letting anyone go. We wanted to share that with you.

 

 

Opening hours: Sunday 22 March & Monday 23 March

 

We will be reducing our opening hours Sunday and Monday at our Brighton shop. The last week has been very busy and demanding for everyone. We want our colleagues to be able to support their families, to do their own shopping and to recharge.

We will be open from 12pm to 3pm on Sunday

We will be open from 11am to 3pm on Monday

 

Normal working hours will resume on Tuesday 24th March. We have not made any changes to existing grooming appointments. Grooming is done Tuesday to Saturday.

 

 

What if members of our team become unwell?

 

Firstly, please know that we are taking all precautions in the shop as detailed on our website: https://boneidolbrighton.com/pages/bone-idol-update-coronavirus-covid19

 

Unlike the big supermarkets, if we have people in isolation, we do not have the same ability to re-arrange rotas so this may mean we have to move grooming appointments at short notice, either because we are short staffed or we have to temporarily close. We will always contact you before any changes are made so please be sure to supply up to date contact information. Any closure will be temporary.

 

 

Our plea to our amazing customers

 

We are only here because of your support and we simply ask that you keep supporting local businesses like Bone Idol. If we do have to move grooming appointments, we will do all we can to minimise disruption, but would be so grateful if you could bear with us.

Your support means the world to all of us.

 

 

A message to our vulnerable customers or those in self isolation

 

For any of our customers who use our Brighton Shop and are unable to visit and are running out of essentials for your pets, please call us on 01273 695631. We will do all we can to help and get things you need to you.

 

 

Bone Idol online:

 

Our food is available online with free delivery. We have also reduced prices on our 15kg bags so customers can feel confident they have enough dog food. Because of a peak in online orders some of our deliveries have been slightly delayed but we expect the backlog to be cleared by early next week.

 

 

Thank you for your support and understanding.

 

Love Bone Idol

 


Update: 20-03-20

In addition to previous advice and guidelines.

 

 

Our Brighton Shop & Dog Grooming Parlour:

 

Our Brighton Shop is still open. If this changes we will update this page and post on our usual channels. Please read all of our updates below.

We still ask that you let us know if you are unable to make an appointments by calling our team on 01273695631. We are waiving our cancellation fee until further notice. But we do ask you to keep us informed if you can not make the appointment.

 

 

Bone Idol Online:

Online Dog Food Orders and Deliveries:

In the last week we have seen online orders increase by over 50%. We have at least 8 weeks stock and are adding to this all the time. Stock is not an issue.

 

We are working with DPD, our delivery partner, and they have increased capacity while maintaining a safe working environment for their amazing team of drivers. DPD continue to operate and deliver.

 

However, the process of packing and getting your order ready for delivery has not kept up with demand.

 

We are currently experiencing an average delay of an additional 48 hours to process each order. We appreciate your understanding at this time as online demand is very high.

 

We are now running 24/7 and have bought in additional staff, we hope to clear this backlog soon while maintaining a safe working environment for everyone involved in getting your orders to you.

 

As soon as your delivery is dispatched you will receive an email from Bone Idol and also a text or email from DPD.

 

Please do not hesitate to contact us should you have any questions at all: food@boneidolbrighton.com.

 

As always, thank you so much for supporting Bone Idol and our amazing team.


Update: 18-03-20

In addition to previous advice and guidelines.

 

 

Our Brighton Shop & Dog Grooming Parlour:

 

We are still open and are following social distancing guidelines. With dogs arriving for grooming we will be fitting a slip lead to each dog and as ask that the customer then removes the lead, collar or harness from the dog and brings these back when collecting their dog after their appointment.  

We ask that you let us know if you are unable to make an appointments by calling our team on 01273695631. We are waiving our cancellation fee until further notice. But we do ask you to keep us informed if you can not make the appointment.

We are also advising all grooming customers to consider a shorter groom than usual given the unpredictable time frame of the current situation, your groomer will discuss this with you.

 

 

Bone Idol Online:

15kg Food Range Expanded:

The Bone Idol range of Working Dog food has recently been expanded. We have added 5 new varieties - there are now 13 types of Working Dog Food available as 15kg bags on our site. Temporary price reduction to £54.99 (more below). Working Dog Food is the same great recipe just in a bigger bag.

https://www.boneidolbrighton.com/collections/working-dog-15kg

 

 

Temporary Price Reduction:

We know that this is a time of uncertainty and we are trying to keep all of our customers updated via our website https://www.boneidolbrighton.com/pages/bone-idol-update-coronavirus-covid19


We wanted to offer you a little extra and have temporarily reduced the price of our 15kg Working Dog Food bags to £54.99, so it is now the same price as 12kg. Not only does this give you a buffer of extra food but reduces the pressure on our delivery partners.

The discount is automatically applied at checkout. To get this you must select the 15kg bag – note, not all Bone Idol Dog Food recipes have a Working Dog 15kg variant. You can see the whole 15kg range here:

https://www.boneidolbrighton.com/collections/working-dog-15kg



Bone Idol Food Delivery:

As you can imagine the demands on our delivery partner, DPD, are high. Our target delivery time is still 48 hours. We have at least two months stock at any time.


To ensure you get updates on your order please include your mobile number when prompted.


In line with gov.uk and PHE guidelines DPD will no longer ask customers to sign our handheld units and instead our drivers will sign it on their behalf. With this new process you will still get your full track and trace functionality, giving you complete visibility of all your parcels.


We will be updating our site as this situation develops and DPD are making daily updates on their site.

 

 


Update: 14-03-20

 

Our Brighton Shop & Dog Grooming Parlour:

 

We are following all the advice from PHE (this is detailed below) and we have hand sanitiser on the counter for customers and staff alike.

We ask that you let us know if you are unable to make an appointment by calling our team on 01273695631. We are waiving our cancellation fee until further notice. But we do ask you to keep us informed if you can not make the appointment.

With advice to maintain social distancing, we ask that dogs are placed on the ground and leads are handed to the groomer. We offer contactless payments in the shop using cards, phones & apple pay.

All staff are washing hands and/or using hand sanitiser between customers.

We are cleaning surfaces regularly in accordance with PHE advice.

 

Bone Idol Online:

As a reminder Bone Idol also sell dog food online via our website and we are working closely with our supply chains and food delivery partner DPD and will keep you informed of any changes via our usual channels and announcements on our website.

DPD are currently following hygiene protocols in line with World Health Organisation and PHE guidance. This particularly focussed on hand hygiene. They have issued all DPD driver workforce with sanitary hand gels and wipes and have asked drivers to use hand wipes to cleanse their handheld units at the point of delivery. DPD updates here: https://www.dpd.co.uk/content/about_dpd/press_centre/news.jsp

Currently there are no delays or restrictions to Bone Idol Food deliveries.

 

 

Advice For Everyone:

 

Public Health England (PHE) recommends that the following precautions are taken to help prevent people from catching and spreading COVID-19:

    • cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze. Catch It, Bin It, Kill It.

    • put used tissues in the bin straight away.

    • wash your hands with soap and water often – use hand sanitiser gel if soap and water are not available.

    • try to avoid close contact with people who are unwell.

    • clean and disinfect frequently touched objects and surfaces.

    • do not touch your eyes, nose or mouth if your hands are not clean.

 

If you are worried about symptoms, please call NHS 111. Do not go directly to your GP or other healthcare environment.

 

Public Health England website https://www.gov.uk/government/organisations/public-health-england