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Instore Updates Re: Coronavirus


To our valued Friends of Merlo,

As the global Coronavirus (COVID-19) outbreak continues to evolve, we wanted to share with you some important information about the steps we are taking to minimise the risk of exposure in our stores and with our coffee products.

Our greatest priority at the moment is the health and safety of our customers and our staff. We realise that things are changing very quickly and we are monitoring all official notices and taking steps to act quickly to respond to evolving situations.

At this stage, it is completely business as usual. All of our stores are still open, our wholesale division is still operating and orders for coffee can be placed with our online store for delivery to your home. Extra roasting has been undertaken to cater for demand.

All staff are taking extra protective measures to uphold their own personal hygiene and as a Company, we have also implemented a number of internal procedures to ensure business continues as per normal in a very hygienic and safe manner.

Our retail staff have increased the frequency of cleaning and sanitisation in all our stores, including high touch areas such as counters and tables. We are also preparing our teams to respond quickly to any emergency situation should it occur.

Effective Tuesday 30 June, stricter instore procedures have been implemented including the following:

  1. Hand sanitiser has been made available on all store counters and we encourage customers to use this while placing their orders
  2. All customers must submit personal details as required by Government regulations prior to being seated.
  3. NO REUSABLE Cups, Tins, Bags or Takeaway trays will be accepted.
    We regret that subsequently, no reusable cup, tin or bag discount will apply. And until further notice we will no longer be accepting our usual 6 used takeaway trays in exchange for a free coffee. 
  4. Contactless payment methods and reduction of cash handling is encouraged in all transactions
  5. Please respect Social Distancing guidelines - Always stand 1.5 metres away from others.
  6. Do not move tables or chairs as these have been positioned to meet distancing requirements.

Our coffee is roasted at temperatures of over 200 degrees and is delivered in sterile containers to our stores. Risk of transfer of any germ or disease is extremely minimised as a result. When coffee is brewed at home, or you receive it instore, we remind you that it is made with boiling water which further minimises any risk.

We can assure you that as a Company, we are taking our responsibility to customers and staff very seriously. These are unprecedented times and we thank you in advance for your understanding of the above conditions which are temporary only at this stage. We are remaining calm but vigilant and our thoughts are with all our fellow customers as we go through these changing times together.

Kind regards

James Wilkinson