As we are facing the constant evolution of the COVID-19 pandemic, our teams work tirelessly to continue meeting the needs of our retail customers, local businesses and communities, both in store and online, while adapting our operations to respond adequately to our new reality. In doing so, the health and safety of our dedicated associates and valued customers remain a top priority.
We thank all our customers for their understanding and cooperation as we navigate through these exceptional circumstances.
Increased cleaning and disinfection of our stores
Having clean and safe stores is a constant priority. In addition to our daily cleaning efforts, we increased the amount of time our associates and third-party vendors spend cleaning and disinfecting our stores, especially in our most frequented areas such as checkout lanes, restrooms, and associate break rooms. These measures include, among others:
- The regular cleaning and disinfection of all door handles, phones, workstations, credit card devices, shopping cart handles and seats, as well as highly touched displays.
- The disinfection of equipment and surfaces at checkout—such as PIN pads, counters, scanners, and registers—after every customer interaction.
Social distancing measures
In accordance with public health authorities’ recommendations, we have implemented decisive social distancing measures to keep a 2-metre distance between each of our associates and customers.
- We are limiting the number of customers allowed inside our stores at the same time.
- Signs reminding everyone to follow adequate social distancing and safety measures are posted at stores’ entrances, checkout lanes, registers, sales/service and return desks, as well as in aisles.
- We installed floor markers to assist customers in evaluating adequate distancing, as well as plexiglass shields over our checkout counters and other high-interaction areas such as customer service and Pro counters.
- Overhead announcements are broadcasted to remind our customers and associates of the importance of social distancing.
- We have distributed masks to our teams and are rigorously following the recommendations and instructions regarding face coverings effective in the various regions of the country.
Priority access to first responders and healthcare workers
In the current context, Lowe’s Canada temporarily provides all first responders and healthcare workers who present a badge or employee ID showing they are a first responder with the opportunity to go to the front of the line at any of its corporate Lowe’s, RONA and Reno-Depot locations where a line up has formed to enter the store. First responders are defined as police officers, firefighters, emergency medical service personnel, and healthcare workers, including doctors, nurses, hospital employees, and pharmacists.
We offer customers who shop at our three banners the option to have their online order shipped by parcel delivery. Eligible products and the conditions for this service are clearly identified on lowes.ca, rona.ca and renodepot.com.
COVID curbside pickup
We offer curbside pickup for online orders so customers can pick up their orders without having to enter our stores. This service is available at all Lowe’s, RONA and Reno-Depot corporate stores, as well as at participating RONA affiliated stores (to view the list of participating RONA stores, go to https://www.rona.ca/en/online-purchases).
We now offer a contact-free home delivery experience for items that are not eligible for parcel delivery, such as appliances and patio sets. To protect the health and safety of our customers and delivery teams, social distancing is used during the delivery process, and temporary, alternate protocols have been put in place to forgo the need for customers’ signatures. Products are now being delivered to the first covered area of customers’ homes, garage or outside (if applicable to the product type). If customers require placement or connections of their appliances (when applicable), we also offer this option, however it must be requested at the time of placing the order or when calling to set up the delivery time as the carriers will need to complete a screening process in advance of actual delivery to protect the health and safety of customers and delivery teams.
All associates returning from a trip must be placed in a preventive quarantine for 14 days upon their date of arrival to Canada. We also encourage anyone who feels sick to stay home in order to help prevent the spread of the virus.
Emergency paid leave
We implemented additional emergency paid leave policies to help our associates cope with the challenges associated with the current COVID-19 context.
For the months of March, August, October and November we offered eligible hourly associates a special payment to recognize that they and their family may be experiencing unplanned expenses and hardships during this time and to recognize their efforts as they work tirelessly to serve our customers and communities. In addition, for the months of April, May, June and July, eligible full-time, part-time, and seasonal hourly associates benefited from a temporary $2 an hour wage premium.
Supporting our communities
On April 14, we announced a philanthropic investment of $1 million to support Canadian associates and communities now and as the pandemic continues. This philanthropic investment includes:
- A total of $241,000 to allow Lowe’s, RONA, Reno-Depot, and Dick’s Lumber corporate stores across the country to support, either in cash or in kind, initiatives to meet the specific needs of the communities within their region.
- A total of $228,000 to allow RONA affiliated dealers to support store associates and local community needs.
- An amount of $1,000 for each of Lowe’s Canada’s corporate store to support associates by creating a food pantry, for an aggregate amount of $241,000.
- A donation to Children’s Miracle Network and Opération Enfant Soleil of approximately $1,200 per corporate store to compensate for the cancellation of the annual in-store fundraising campaign due to the current COVID-19 context. The total amount of $290,000 is in addition to the $120,000 worth of building materials donated to build the Maison Enfant Soleil by Bonneville Homes, and to the sums that Lowe’s, RONA, and Reno-Depot have collected through their online fundraising campaign.