We've provided some questions and answers you may have about doing business with our retail stores during COVID-19 Alert Levels 2 and greater.
Click on the links below to see the FAQs:
Yes, all of our Rural Supplies and Fruitfed Supplies stores will remain open. Store opening hours may vary, so please check the store location details on our website for the latest information.
Are you going to change your trading hours?
We will cease trading on Saturday during Level 4 only. We will continue to operate our stores from Monday to Friday, 8am-5pm. However, we will evaluate specific operating hours during the lock-down period, based on customer demand and business needs. For store opening hours please check the store location details on our website.
How do I access a store?
During the lock-down we will continue to operate our network of stores and our essential warehouse supplies facility, Agritrade and other supporting functions. When you access supplies from our stores during this period, we will implement a new range of operating protocols.
These protocols may be updated and reviewed from time to time, but here are some of the key operating arrangements you should expect:
For orders received by phone or email:
Will you reduce the number of staff in store?
We want to keep the number of staff in our stores as low as possible, with a minimum of two staff in store at any time wherever feasible. Our staff will continue to do what they can to serve you in ways that mitigate and reduce the risks the COVID-19 pandemic presents to all of us, so please be understanding if your purchase takes longer than usual to process.
What is the best way for me to place an order?
We are still open for walk-ups, but you will not be permitted inside the store, so you must place your order from behind the two-metre barrier.
Our preferred method is for you to telephone your local store or rep in advance to arrange an order. Your order will be packed and made available for contactless collection at the store for a time that suits you. Where possible we will also organise deliveries to be dropped off to your farm at an agreed delivery point.
Can I order products by phone or email?
Yes - you can find your nearest store on our website which shows the physical address, open hours, email address and phone number for each store.
Which items can I purchase in store? Is there a limit on the number of items I can purchase?
Our stores are open for walk-ups, however we recommend you telephone your local store or rep in advance to arrange an order. To ensure there’s enough for everyone, it’s important to not panic and overstock. We are confident that we have ample product across our businesses to meet your essential needs and there is no need to buy more than your regular requirements.
How can I pay for my purchases?
Our stores remain open for account sales and credit card payments only, not Eftpos or cash.
Meanwhile, we encourage you to also use alternatives, such as our Onto Farm ordering system, for ordering bulk supplies by phoning on 0800 ONTO FARM (0800 66 86 32) or by completing an online order form.
How will you process transactions safely?
If you have a trade account this will be used in the first instance. If you do not have an account with us, you can pay by credit card with your signature and our staff will wear gloves when handling your credit card.
I usually pay my account by cheque and receive cheques from you. Can cheques still be used?
If you usually pay your account by cheque there could be delays and consequent interest charges in processing the payment onto your account, due to the current restrictions. To ensure you settle your account on time please use online banking, the payment details are provided on invoices and statements and on our website under Payment Options.
Equally, there will be delays if we have to pay you by cheque, as our ability to print cheques is also limited. Therefore, to ensure we can pay you in a timely manner, please provide us with your bank account details, so we can direct credit your payment. It will be helpful if you can also provide your email address, in case we need to contact you. To ensure your bank details are correct, we require either:
Can I get my account statement and invoices emailed?
Yes - emailed statements are much faster than post. You can sign up to emailed statements online. Please allow at least three working days prior to the due date shown on your account sale for this to be processed.
You can also register for Online Account Services to view your statements, invoices and transaction information available via a secure online portal.
Can I still access the Technical Team for advice?
Our Technical Team will still be in contact by phone and email. In-field assessments may still be possible if they fall under the “essential services” government guidelines and can be carried out under appropriate isolation and social distancing protocols.
How can I keep in touch about further updates?
The current situation is a good reminder that keeping in contact remotely is vital to continue to do business and help grow the country. We ask that you take this opportunity to provide us with your email address, so we can direct further updates and keep in touch with you about your account, including sending statements, invoices and account sales to you more quickly.
Following the announcement from the Prime Minister that the greater Auckland region will be re-entering Alert Level 3 and the rest of New Zealand will be re-entering Alert Level 2 at midday 12 August 2020 until midnight this Friday 14 August 2020, we will re-establish the protocols we operated under when the country was last at these alert levels.
Our operating procedures are designed to keep our teams, customers, and communities safe and it’s vital that we continue to maintain these under the designated alert levels. Please refer to our alert level quick reference guides outlining the services PGG Wrightson can provide across all parts of our business.
We value your business and loyalty, and we will update you as new information comes to hand. Further details on our COVID-19 response and the most up-to-date news on how we can support you can be found here so please keep checking these for future updates.
We are committed to supporting our customers and the communities within which we operate, and we are here to help.
So, if you have any questions about your interactions with us and how we can help support you and your business during this time, please reach out to us:
FIND A REPRESENTATIVE | FIND A LOCATION | SEND AN ENQUIRY | 0800 10 22 76
At PGG Wrightson the wellbeing of our customers, staff and suppliers is paramount. Here's what we are doing in response to COVID-19 as a global pandemic.
‘Helping grow the country’ is our vision, it is at the heart of what we do, and this remains the case in times of challenge and adversity. Our thoughts are with those who have been affected by COVID-19, and we want to do what we can to continue to support our customers and communities and to do our part to help minimise the impacts of the virus.
We continue to develop our response as matters develop and official information comes to hand, and we are doing what we can to ensure our stores and other locations are a safe place to work and visit.
We have reassessed how we interact internally and with our customers, and have asked our staff to be extra mindful of good hygiene and adopt recommended protocols. We are encouraging the use of our technology platforms where practical to limit staff travel and gatherings. We also offer alternative ways to purchase products through our online store and trading of livestock on bidr®.
While there has been disruption in international supply chains across a number of industries, we are working hard with our suppliers to try and minimise supply issues for you. We would encourage you to plan ahead and think about essential inputs in advance so we can prepare for any international supply chain issues that might arise.
We have business continuity plans to deal with potential disruptions and events that may arise. We will provide regular updates on our website and Facebook page as matters develop.
PGW is committed to supporting our customers through this challenging period and beyond. We will continue to take practical and considered measures in the way we manage our stores and other work locations, and in our interactions with you. The pandemic is a major global event and we wish to reassure our customers and stakeholders that PGW will do what it can to prepare and respond to challenges that emerge.