Time to Care

Updated Announcement - 03/11/20

We remain grateful that the Government has allowed garden centres to stay open during the national lockdown period. Tong Garden Centre and The Food Hall, situated inside the centre, will therefore be open between Thursday 5th November and Wednesday 2nd December.

During this time, we will continue to prioritise the safety of all our customers and of course our team. We know you will have a few questions so we thought it helpful if we explain exactly how it will work during this time.   

  • We will limit the number of people in store at any one time. As a site with a large footprint, we will not exceed 1 person per 375 sqft, ensuring customers can easily remain at an adequate distance of more than 2m apart.
  • At times, a queue system may be in operation at the entrance to manage numbers coming into the centre. We are providing a covered area in front of the centre where people can queue undercover; this will be similar to what we did in May.
  • At the entrance, the centre will be manned by two members of our team advising you on the restrictions and rules in place. Please be respectful of their role in ensuring everyone’s safety.
  • Face coverings must be worn in store at all times, unless you are exempt. A visor will be accepted as a face covering. For Government guidance regarding face coverings, please visit https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own
  • On entry to the centre, please sanitise your hands at the sanitation station.
  • We will then encourage you to take a basket or trolley as these are only located at the entrance. Please sanitise your trolley or basket using the sanitising spray available before entering the centre.
  • During your visit, our team will be happy to help but please ensure you socially distance, remaining at least 2m apart and wearing a face covering, unless exempt.
  • We have allocated considerably more space to our Christmas displays this year, allowing you to remain distanced whilst shopping these areas.
  • If you are purchasing a real Christmas tree, one of our team will place your real Christmas tree in a trolley for you. Real Christmas trees are in store from 16 November.
  • At the tills, our queuing system remains in operation with marked points to keep everyone 2m apart.
  • When making payment, please use contactless whenever possible. If you are with another member of your household, please advise them to stand well behind the tills. 
  • As you exit the store, there is a clear route and that must be followed. This ensures we have no crossover with those entering the store
  • Our main toilets, located by the Restaurant, will remain open and will be cleaned at frequent intervals.
  • If you only want to return an unwanted or faulty item and do not wish to shop with us, please approach our greeter at the entrance. They will be able to take you to Customer Services for further assistance.
  • For blue badge holders or if you wear a daffodil lanyard, we have introduced priority access every weekday before 10am where you can enter with one accompanying carer without joining the queue.

You will understand that these rules are non-negotiable. We must follow them for everyone’s safety. What we can assure you is that, alongside these measures, you will find our friendly team ready to help, as they always do.

The final point we want to make is that, under normal circumstances we know people love to come and spend time in store at Tong and that is really important to us. However, these are unusual times and, although we are not limiting the numbers within a family or setting a limit for the length of time you spend in store, we ask that you remain considerate of others at all times as they will not be able to enter the store until you leave.

Best wishes

Team Tong

Face Coverings

Polite Notice

Following the government's announcement, it is mandatory to wear a face covering in shops.

We ask that you respect this legal requirement whilst shopping with us to help protect you, your fellow shoppers and our team. 

For more information please see here

Thank you.

Social Distancing

Social Distancing

Social Distancing

Social Distancing

FAQs

Do I need to wear a face covering?
Face coverings must be worn in store at all times, unless you are exempt. A visor will be accepted as a face covering. For Government guidance regarding face coverings, please click here: https://www.gov.uk/government/publications/face-coverings-when-to-wear-one-and-how-to-make-your-own/face-coverings-when-to-wear-one-and-how-to-make-your-own

Are you doing any late nights?
As in previous years, we will extend our opening times for selected weeks in November and December to allow for shopping later in the evening. Our late nights begin on Wednesday 18November and we will open until 7pm every Monday to Friday until Friday 11 December inclusive. This will however be reviewed frequently.

Is parking available?
Free onsite parking is available. We recommend where possible that you leave a car space between cars when parking.

Will I have to queue to enter the store?
If we have reached capacity instore, you will be asked to queue in our designated queue area which is a covered area providing some protection against the elements. On entry, please take a trolley or basket; sanitiser and cleaning materials will be provided for you to clean your trolley or basket so that you can be confident it has been cleaned to an acceptable standard. We will also provide hand sanitiser. 

What payment methods do you have available?
We are encouraging contactless payment where possible. We have raised the maximum spend to £45 for contactless spend and also have Apple pay available

How long can I stay instore?
We are not setting a limit for the length of time instore however we ask that you please use common sense and think of others as they will not be able to enter the store until you leave.

Are toilet and disabled facilities available?
Our main customer toilets, located next to The Restaurant, will be open for public use and will be cleaned at frequent intervals. This includes the disabled toilet/baby change.

If I have a disability, will I have to queue?
As winter approaches, we appreciate that queuing may be harder for some customers. For this reason, we have introduced priority access every Monday to Friday before 10am for any blue badge holder or if you wear a daffodil lanyard. On sight of your blue badge or daffodil lanyard, you can enter with one accompanying carer without having to queue.  At other times, please ask our greeter at the entrance about providing a place to wait whilst your carer queues.

I have a faulty product am I able to return it?
If you only want to return an unwanted or faulty item to the garden centre, and do not wish to shop with us, please approach a member of our team at the entrance. They will be able to take you to the Customer Service desk where on of the team will handle your exchange or refund. On completion, you’ll exit the centre. If you do want to shop with us after returning an item, please join the queue if there is one.

Are you offering a delivery service?
We have a limited range of Christmas products available for online purchase and home delivery at www.tonggardencentre.co.uk

Are you offering a click and collect service?
We are not, at this time, offering click and collect.

Will I still be able to claim my Evergreens(Over 60s) Discount on Wednesdays?
We will still be honouring discount for Evergreens

Are you still offering carry to car?
Unfortunately, we are not able to offer this service until further notice. If you do have any specific needs, we will do our best to help if it is possible.

I have booked to come to the Grotto, what do I do?
Our team are currently reviewing the impact on the Grotto and will contact customers affected as soon as possible. We thank you in advance for your patience whilst we work through this.

I have booked to come for Afternoon Tea, what do I do?
If you have booked to come for Afternoon Tea, you will already have received a phone call from a member of our team to explain the options. We do appreciate that this is disappointing but know that you will respect this important decision. If you have a voucher you were intending to use and that is due to expire, this will be extended. Please see below for details.

I have a voucher for Afternoon Tea that is due to expire, but I’m unable to use it now that your restaurant is closed. What do I do?
Any voucher will be extended for the same time period that was remaining on the voucher as at 05.11.20. This extension will be implemented once we re-open. For example, if you have 6 weeks remaining as at 5 November 2020 (when the national lockdown came into effect), then you will still have 6 weeks remaining from the date we can re-open.

I have a free play voucher for Grass Hoppers, what do I do?
If you have a Grass Hoppers’ free play voucher, it will be extended for the same time period that was remaining on the voucher as at 05.11.20 (when the national lockdown came into effect), once Grass Hoppers reopens.

Can I dine with you or making a booking for afternoon tea?
In line with Government guidance, both The Restaurant and The Mezzanine will be closed during the lockdown period. In addition, we will not take bookings for Afternoon Tea in The Restaurant until we reopen.

Will there be a Breakfast or Tea with Santa event?
We are unable to plan with any certainty for events such as Breakfast or Tea with Santa, therefore these events will not take place this year. Knowing just how much families enjoy these annual experiences, we explored many ways to deliver these events both magically and safely, but the latest restrictions make this impossible to deliver. We appreciate that this is extremely disappointing but know you will understand that these events are not possible this year.

Are the concessions within Tong Garden Centre open?
Under current lockdown restrictions, Bon Marche and Pavers will be closed between Thursday 5th November and Wednesday 2nd December. 

Maidenhead Aquatics is allowed to remain open and can be accessed as usual through the garden centre.

Covid Guidance

Covid Guidance

Social Distancing

Social Distancing