To our valued customers:
As the COVID-19 health crisis continues to evolve, we're doing our best to adapt and respond to the needs of our associates, our customers, and the communities we serve. We are working hard to keep our shelves stocked with the products you need while we stay focused on the rigorous cleaning and social distancing protocols that keep our stores a safe place to work and shop.
The unprecedented demand we are experiencing in our stores and online for The Fresh Grocer online shopping is also impacting our Customer Care team. Our telephone hold times are longer than usual and we are unable to answer your email messages as promptly as we would like. Please know that we are doing our best to get to your calls and emails as quickly as possible.
To assist you further, we’ve gathered some key information to help address some of your top concerns and inquiries right now. Please choose from the list of subjects below.
If your question or concern is not addressed here and you need to submit an email, please be sure to include all of your contact information, including email address and daytime phone number, as well as your Price Plus club card number. Our team is available by phone at 1-800-746-7748, Monday – Friday from 8 a.m. to 6 p.m. and from 9 a.m. to 5 p.m. on Saturday and Sunday.
Our goal is to always give you our best. That commitment hasn’t changed but our world has…at least for now. Our amazing and dedicated associates are working hard under these most difficult circumstances. We appreciate your patience and hope that you’ll bear with us as we work through this crisis together. Above all, we hope that you continue to stay safe and well.
For more information about what we are doing to keep our associates and customers safe, please visit: http://facts.wakefern.com.
Please click a topic below for more information:
- Online Shopping
- Associate and Customer Safety Protocols
- Store Hours
- Special Hours for At-Risk Individuals
- Product Availability
- Pricing and Promotions
Online Shopping Information
As the COVID-19 crisis evolves the demand for online shopping has increased significantly. Time slots for grocery pickup and delivery fill up quickly and continue to be very limited. The Fresh Grocer online shopping store locations assess their staffing levels on a daily basis and are opening or closing time slots based on their anticipated capacity to fulfill orders. Since availability is subject to change, we suggest that you check back regularly or look for alternative store locations that may serve your area. There is no set time of the day that slots are scheduled to open. If the time slots for your store are filled, please do not call customer care as we are unable to open, create, or reserve time slots once they are filled.
The Fresh Grocer has been filling online grocery orders at unprecedented levels. We have been working tirelessly to manage the increased visits to our site and mobile app and we have added order capacity by expanding delivery through third party service providers and by opening new online shopping departments in more stores. We continue to look for opportunities to increase capacity to better serve our customers and the community. We deeply appreciate your continued patience during these challenging times.
If you are new to The Fresh Grocer online shopping, click here for tips on how to best use this service.
We recommend that you click on “reserve time slot” before you start your order. You will have approximately 90 minutes to submit your order and hold your reserved time slot.
- IF ALL TIME SLOTS ARE SOLD OUT, PLEASE NOTE THAT STAFF IN THE STORE OR CONTACT CENTER ARE UNABLE TO OPEN/CREATE TIME SLOTS, RESERVE OR ACCEPT PAYMENT FOR FUTURE SLOTS OR PUSH ORDERS THROUGH. We recommend that you save your cart as a list and try back at another time. Stores are monitoring their ability to fulfill orders and may open or block slots based on available resources to select and deliver orders. If slots are not available, please check back periodically as availability is subject to change. Once you reserve a slot you can add your list to your cart and complete your order.
To ensure your order has been placed, look for the order number to appear at the end of the checkout process. You will also receive an email with your order number to confirm that your order has been placed. Additional information and instructions about The Fresh Grocer online shopping payment and delivery can be found on the checkout page.
We strongly suggest that you complete your order in one session and avoid making changes. If you find it is necessary to make a change to an order that’s been placed such as add/delete items, change payment method, change the pickup/delivery option follow these steps:
- Sign in to your account and ensure your store is selected.
- Select “my account” in the upper right corner and then “order history.” Find the order number you wish to modify and choose CANCEL or CHANGE.
- If you are making changes, the items will be added back in to your cart. Add or delete items and then complete the checkout process again.
- You have a limited amount of time to complete this process and reserve your time.
- If the order you wish to change is noted as “PROCESSING” you will be unable to make changes to it.
- Orders in “processing” are already being shopped by your shopper and cannot be modified.
- During this time, stores may begin to process orders earlier than usual in order to take advantage of product inventory and available staffing.
We’re doing our best to fill your order accurately and on time. Your order is selected from store inventory and is subject to in-store availability and purchase limits. If you order more than the allocated quantity, your order will be modified.
Since product deliveries and in stock conditions may be inconsistent at this time, we regret that your order my not be filled completely. If you’ve picked up your order or received your delivery and you find there are errors, or items are damaged or missing, you may reach out to the store or submit your email here. It will be forwarded to the store for follow up.
Our site does not reflect current product inventory. Your items will be selected for you on the day your order is processed. Products are not “reserved” at the time your order is placed.
Sign up to receive order updates and out of stock product alerts by texting TFG to 20669.
Just like our in-store prices, The Fresh Grocer online shopping prices change on Sundays according to our advertising circulars. We strive to bring our customers great values every day. Due to the current volume of The Fresh Grocer online shopping orders, your order may not be fulfilled in the same ad week as it was placed. Your online total is an estimated total – your final price is based on the sale prices in effect at the time your order is processed in the store’s checkout system. We regret that we are unable to adjust final pricing to accommodate the previous week’s sale prices.
For the safety of our customers and associates, our online shopping departments have suspended the use of reusable bags. Online orders will be bagged in plastic or paper bags only. Please note that bag fees (where applicable) may still apply to your order.
Associate and Customer Safety Protocols:
The safety and well-being of our Associates and customers continues to be our highest priority. We remain vigilant about our cleaning and sanitation protocols throughout the store and have implemented a number of social distancing protocols on a voluntary basis and as required by state mandates.
In store you may notice some or all of the following practices underway:
- Installation of sneeze guards at checkouts;
- Alternating checkout lanes and/or checkout lane queuing
- Designated checkout lanes for seniors and high risk consumers
- In store announcements to stay 6 feet apart
- Signs and floor markings as visual cues to mark 6 foot intervals
- Single entrances/exits and one way aisles (where possible)
Most recently, we are working to reduce store occupancy to 30% or less of fire code occupancy limits. As a result, stores will be managing inbound and outbound customer traffic at entrances/exits and there may be additional queuing along the front end to ensure customers maintain a safe social distance while waiting to complete their checkout. Be aware that you may also have to wait in line to enter the store when you arrive. We appreciate your patience and cooperation in following posted procedures for entry to the store and social distancing.
In an effort to reduce community spread of the COVID-19 virus and based on the latest CDC guidelines, we are requiring our associates to wear non-medical grade masks or protective face coverings. We are also procuring face shields for pharmacy associates. The availability of these items for non-healthcare settings continues to be limited but we are doing our best to obtain sufficient supplies to meet the demand. Where mandated by state issued executive orders or local ordinances, stores will also require customers to wear masks or face coverings while they are shopping with us. We are complying with these mandates, but you may continue to see associates and customers in our store without a face covering. These individuals may be exempt from wearing a mask based on their age or a medical condition that would prohibit them from wearing a face covering. Please be aware of such exemptions and be considerate of your fellow shoppers and our associates who are working hard to serve you.
In an effort to reduce community spread of the COVID-19 virus, we are in the process of distributing thermometers to all stores and training staff on protocols for temperature monitoring of associates upon reporting for work, as well as third-party vendors who may visit the store.
Since a fever is one of the symptoms of COVID-19 or any other type of infection (such as the flu), those associates or third-party vendors whose temperatures are above 100.0 F will be asked to return home and not return to work until the fever subsides.
For more information about what we are doing to keep our associates and customers safe, please visit: http://facts.wakefern.com.
Store Hours and Operations:
Our stores remain open for business. Some stores may be operating on modified schedules based on product deliveries and the need to restock shelves and to allow for additional cleaning. Although we do not anticipate service disruptions, at this time, any information regarding modified store hours will be posted to our website and local social media pages.
Special Hours for at-risk Individuals:
As the coronavirus health crisis continues to evolve, we're doing our best to adapt and respond to the changing circumstances. Because the needs of each community differ, each store is working to address how best to meet those needs. Some stores may be reserving special shopping hours, while others are establishing separate checkout stations to accommodate the elderly and high-risk individuals. Again, we suggest you visit your local store’s social media page for details about store hours. All of our stores continue to follow the CDC recommendations for social distancing and remain vigilant about cleaning and sanitizing key areas of the store throughout the day to safeguard the health and well-being of our customers and the associates who are working hard to serve you.
Like all retailers, we are in short supply of many items that are in high demand right now. As a result, purchase limits have been implemented on several product categories including, but not limited to:
- Paper products
- Disinfectant cleaners/wipes
- Bar and liquid soaps
- Cough/cold/flu over-the-counter medicines
- Fresh meat and poultry
- Immunity Support products
- Bleach, household cleaners
Since timing of product deliveries and in-store inventory can change rapidly, product limits are subject to change at the store manager's discretion. We’re working with our suppliers to keep these items on the shelf for you and we appreciate your cooperation in making your purchases in accordance with posted limits. Click here for a list of items.
Pricing and Promotions:
The COVID-19 pandemic has placed extraordinary pressure on the grocery industry due to the reduced services provided by restaurants and increased buying by consumers. Suppliers and manufacturers are working to meet the demand by increasing their production of the most essential items. We are doing our best to keep our stores stocked, however, the availability of certain items varies widely day-to-day and you may not always find the products you need.
Due to high demand and tighter supplies, we have experienced higher costs on items such as meat, eggs, produce and more. We’ve had to pass those price increases on to our customers. We remain committed to bringing our customers great values throughout the store.
Beginning on March 29, 2020 we have simplified our circular. Because of the current situation, we cannot be certain that we will have sufficient inventory to cover a sale so our ads will feature only those items we believe we can have in sufficient supply. Customers will be able to find additional savings throughout our store that did not make it into our ad or circular.
The COVID-19 pandemic is a very fluid situation. Product availability is changing day-by-day and we continue to look for alternative sources of supply to meet consumer demand. We remain committed to bringing you value pricing each and every day including through the COVID-19 emergency.