John Lewis charging for Click and Collect

wendym

Just had an email saying that as from 28th July all orders under £30 will cost £2 to collect from store.

shinkyshonky

Why...when most others do not, i waited for ages in one of their stores the other day on click and collect , in the end told them to forget it and send it back

smartbear1

Firstly I'm not a John Lewis hater. I've done incredibly well with price match, love the no hassle returns I've experienced and raided their clearance sales. I always give positive feedback about staff in store and online that have been helpful.

I was disappointed to receive the email re. £2 click and collect charge. I sent them an email to complain and they wrote back suggesting it was in line with competitors.

I agree with shinkyshonky that competitors don't charge £2 for orders under £30. I cut and pasted various policies from competitors into the email I sent back to them.

I've now asked them to forward my comments to management because one of their key principles is Customers - The partnership aims to deal honestly with its customers and secure their loyalty and trust..."

I've suggested to JL their justification for the click and collect charge is dishonest and does not build trust or loyalty. In news reports they have said the current free service is unsustainable, but to customers they are suggesting it is based on what competitors are doing.

Please email JL customer services and do the same if you feel unhappy about the new charge.

Marmaduke123

I think £30 is much too high as a minimum purchase to avoid the click and collect fee. If as they claim people are ordering one lipstick or a packet of hairbands on click and collect surely this could be dealt with another way, such as marking items as not available on click and collect

smartbear1

Marmaduke123 wrote: »

I think £30 is much too high as a minimum purchase to avoid the click and collect fee. If as they claim people are ordering one lipstick or a packet of hairbands on click and collect surely this could be dealt with another way, such as marking items as not available on click and collect

A very sensible comment Marmaduke. I think it's too high and I do think some items should only be available instore, or online for home delivery.

I also think they could reserve the smaller products for you on the shop floor a bit like other retailers do. If I know my bargains are definitely available at the shop, I'm more likely to visit the store and more likely to look around and buy something else.

tomtontom

smartbear1 wrote: »

A very sensible comment Marmaduke. I think it's too high and I do think some items should only be available instore, or online for home delivery.

I also think they could reserve the smaller products for you on the shop floor a bit like other retailers do. If I know my bargains are definitely available at the shop, I'm more likely to visit the store and more likely to look around and buy something else.

Why should some items only be available instore? Upsell is a big part of the retail industry, those small items can be very profitable.

Reserving items in the shop is already possible, you just need to call the store.

I have no problem with the new policy, and I doubt many regular JL customers will be affected by what is a low threshold amount.

wendym

I don't think £30 is a 'low threshold'. I have never ordered just one low value item. but have often spent about £20.


The Boots threshold is £20 - does this count as 'never knowingly undersold'?

smartbear1

I'm not convinced phoning the store and reserving is an official service on offer to everyone.

I've never been able to reserve anything in my local stores by phone. The most they are allowed to do is tell me if goods are in stock before I set off.

I am a regular customer of JL and it does affect me.

I also reiterate JL are informing customers they are introducing the increase to fall into line with competitors. Yet in newspapers they are quoting the business model as unsustainable. Competitors are offering free click and collect. There is something wrong with JL rationale on this issue.

Like I said in early post if you are not happy with the situation please complain and make your voice heard.

Kaye1

wendym wrote: »

I don't think £30 is a 'low threshold'. I have never ordered just one low value item. but have often spent about £20.


The Boots threshold is £20 - does this count as 'never knowingly undersold'?

The Boots Threshold isn't £20 anymore. We have a tiny local store with not much product range. I often order things from the website into the local store at no cost.


I can't think of another large retailer who charges for click and collect. I'm sure there are but I can't think of any that I use regularly.

wendym

Thanks - I didn't know Boots had dropped the threshold. Presumably it cost them sales.


I live miles from a JL store, but collect from Waitrose. I always buy groceries while they fetch my order, so they'll lose money from me.

Mr_Singleton

shinkyshonky wrote: »

Why...when most others do not,

I suspect that all though you don't see it 'Click & Clollect" is hugely expensive to implement especially when your doing over 6 million of them a year. I think your going to see more retailers adding charges for smaller orders over the next year or so.