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A message from our CEO Roger Burnley

As circumstances are changing daily due to the Coronavirus outbreak, here is a message from our CEO Roger Burnley with more information about what steps we're taking for our customers.

By Roger Burnley

March 16, 2020 00:00pm
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Dear Customer,

I know these are worrying times and that you’re probably trying to ‘carry on as normal’ whilst doing your best to look after friends and family. I’m massively aware that Asda – and all the supermarkets – have such an important role to play in making sure you and your community have the essentials you all need and I wanted to personally reassure you that we are working really hard to keep our shelves stocked and serving your community.

We’re taking our responsibilities to respond to Coronavirus – Covid 19 really seriously. First and foremost, let me promise you that looking after you and colleagues is our number one priority, which is why we’re staying close to the advice from Government to make sure we’re doing the right things.

In our shops
Just as you are at home, we’re making every effort to try and help limit the spread of bacteria and have put additional cleaning materials in our stores. We’ve also asked our cleaners to focus on cleaning more frequently in the ‘high traffic’ areas. To make it easier for you to clean trollies and baskets before you use them, we’re topping up the cleaning stations in our foyers even more regularly.

Demand for online shopping has increased and we’re delivering as many orders as we possibly can. If you can be flexible in your delivery or collection time, that would be fantastic and we’ve made sure our drivers all have sanitizer spray so they can continually ensure they’re able to keep your shopping and the totes clean and hygienic.

If you do need to self-isolate for any reason, I’d just ask that you let us know of your situation in the ‘Other Information’ section when placing your order. Let us know where you’d like your order to be left – be that your doorstep or communal entrance – and our drivers will bring it there for you. They’ll use bags rather than our usual totes and let you know they’ve arrived. If you’re unable to collect your order quickly then drivers will give you a call, but because they have so many deliveries to make at the moment, if they can’t get hold of you after a few minutes, then the order will be returned to the store and the order cancelled and refunded. For your reassurance and theirs our drivers will wear gloves when they’re delivering to anyone who is self-isolating.

On our shelves
We’re working around the clock to make sure we’re doing everything we can to keep products available – and in some cases, such as with hand sanitizer, cleaning products and baby formula – we have implemented a limit on the number of items that can be purchased to make sure everyone can get what they need. I’d also ask that you try to shop responsibly and not buy more than you need so that everyone, including the vulnerable, have access to the essentials.

Finally, I want to take a moment to thank our colleagues for their incredible efforts during these unprecedented times. I apologise if shopping with us at the moment is not a perfect experience, but I would ask that you be patient with my colleagues as they try to do their very best during these unprecedented times.

I know that this is a worrying situation and I can promise you that everyone at Asda is focussed on providing a safe shopping experience for you all. If you have any concerns or questions then please do contact our customer service team on 0800 952 0101 and they’ll do their very best to help.

Take care,


Find out more about the steps we're taking in response to the Coronavirus outbreak here.

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