John Lewis to end ‘unsustainable’ free click and collect
John Lewis is to begin charging for low value click and collect orders, saying the free service is unsustainable.
It plans to charge £2 on orders under £30 when shoppers decide to have items delivered to a John Lewis or Waitrose store.
‘There is a huge logistical operation behind this system and quite frankly it’s unsustainable. We consider ourselves to be leaders and we want to take the lead on this,’ says Andy Street, John Lewis md.
The chain is investing £80m in its supply chain and £100m in IT this year. It deals with more than 6million click and collect orders, delivering orders to more than 360 collection points every night.
Mark Lewis, John Lewis’s online director, added: “
‘John Lewis is committed to being a leading omni-channel retailer and understands the importance of providing its customers with choice, convenience and above all else a long-term commitment to customer service,’ says Mark Lewis, John Lewis online director.
‘The change we have announced today will mean that the majority of orders will remain free of charge while allowing us to invest further in the expansion of click and collect to ensure it continues to delight customers as it grows in popularity.’