COVID-19: Lowe’s Canada’s response to the pandemic

As we are facing the rapid evolution of the COVID-19 pandemic, our stores play an important role in providing essential products and services to our retail customers, local businesses and communities to respond to urgent needs such as keeping their homes clean and safe, dealing with unplanned emergency repairs or preparing for prolonged periods of time spent at home. Our goal is to be there when Canadians need us most while adapting our operations to respond adequately to this 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.

Our top priority: The health and safety of our associates and customers

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.

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.

COVID-19 cases in our stores

Contact-free delivery options

Parcel delivery

To encourage our customers to stay home and choose online shopping to meet their non-urgent needs, we instituted free parcel shipping for all products identified as eligible for parcel delivery (subject to usual conditions)on lowes.ca, rona.ca and renodepot.com.

COVID curbside pickup

We now offer curbside pickup for online orders so customers can pick up their orders without having to enter our stores.

Truck delivery

We now offer a contact-free home delivery experience for items that are not eligible for parcel delivery, such as appliances and patio sets. While deliveries still occur as scheduled, products are now being delivered to the first covered area of customers’ homes, garage or outside if applicable to the product type. Social distancing is used during the delivery process to protect our customers and delivery teams. Temporary, alternate protocols have been put in place to forgo the need for customers’ signatures.

Supporting our associates

In addition to sharing on a daily basis the most recent information and guidelines on the measures to apply to protect everyone’s health and safety , we implemented several initiatives to support our associates and help them cope with the challenges the current COVID-19 situation presents.

Self-isolation

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.

Financial relief

We are giving all 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, all full-time, part-time, and seasonal hourly associates benefit from a temporary $2 an hour wage premium for the hours they work throughout the months of April and May.

Standing strong together, only apart

We have always been committed to helping build stronger communities. In these unprecedented times, we are finding new ways to come together in support of our neighbours.

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 will collect through their online fundraising campaign, which started earlier this month in Quebec and will launch on May 12 in other provinces.

Previous updates

March 13, 2020 – Message to our customers from Tony Hurst, President of Lowe’s Canada

At Lowe’s Canada, we always make the health and well-being of our valued customers and associates a priority, and are aware of the important role our stores play in providing essential products and services to our customers and communities. As we navigate the rapidly evolving coronavirus (COVID-19) situation together, I want to inform you of the additional precautions we’re taking at Lowe’s, RONA, and Reno-Depot to serve you…