SOME OF OUR SHOPS HAVE CLOSED, BUT WE HOPE YOUR JOURNEY WITH US CONTINUES
To all our customers,
Thank you for your loyalty and support throughout these uncertain times. The last few months have been challenging for us all. Our Waitrose shops have taken on an even bigger role in helping to feed the nation, and johnlewis.com has continued to serve our customers while our shops have been temporarily closed.
Prior to COVID-19 some of our shops were already financially challenged, despite the drive and determination of our Partners. The pandemic has accelerated the shift from shopping in store to online, and in order to navigate these changes we are having to make some difficult decisions. As a result, we are not planning to reopen the following shops: Birmingham, Croydon, Heathrow, Newbury, St Pancras, Swindon, Tamworth and Watford.
OUR COMMITMENT
Although some of our shops may be closing, we hope your journey with us continues. Our commitment to serve you remains as strong as ever and there are plenty of ways to continue shopping with us. We would love to welcome you to your nearest alternative John Lewis shop. You can also visit us online at johnlewis.com or download our app to browse and shop over 300,000 products. And you can still Click & Collect from your local Waitrose, as well as other John Lewis shops and other selected locations nationwide.
We’ve also developed new ways to offer you expert advice and inspiration whenever you need it through our new virtual services. Book an online appointment, and our Partners can help you style your home, refresh your wardrobe or help parents-to-be prepare for their new arrival.
OUR PRIORITY
Our priority now is the wellbeing and future of the Partners affected, and if job losses are confirmed, we will explore opportunities for anyone who wishes to stay in the John Lewis Partnership. We will also offer Partners personal support and access to an enhanced retraining fund, which will contribute to the cost of training for a recognised qualification or course.
OUR COMMUNITIES
To continue our support for local communities, we intend to provide a £1 million Community Investment Fund which will be shared amongst local projects.
We know this is difficult news to hear and it is with a heavy heart that we have come to this conclusion. We believe taking these actions now will allow John Lewis to continue innovating and serving all our customers in the future.
Partner & Executive Director, Customer Service
John Lewis Partnership
Which shops have closed?
Birmingham, Croydon, Heathrow, Newbury, St Pancras, Swindon, Tamworth and Watford have all been closed.
Why have you closed some shops?
Prior to the pandemic, the eight shops identified were already financially challenged, despite the drive and determination of our Partners. The pandemic has accelerated the shift from shopping in store to online, and in order to navigate these changes we are having to make some difficult decisions.
What will happen to the Partners in store?
We will do everything we can to support them. If job losses are confirmed we will explore opportunities for anyone who wishes to stay in the John Lewis Partnership. We will also support Partners through a unique retraining fund, which will contribute to the cost of training for a recognised qualification or course for any Partner with two years' service or more.
How many Partners are at risk of losing their job?
Approximately 1300 roles are potentially at risk of redundancy.
Will I still be able to Click & Collect nearby when you close?
Yes, we have hundreds of Click & Collect locations throughout our John Lewis & Partners and Waitrose & Partners shops, as well as selected Co-op and Booths stores. When you place your online order, a list of Click & Collect locations near you will appear on the checkout page.
What if I need to return an item purchased at a shop that isn't reopening?
You can return your purchase to any of our John Lewis & Partners shops (except the Swindon Outlet). Simply bring your items to the till and make sure you have your proof of purchase and the original payment method with you.
What happens if I have an outstanding order (e.g. a fitted kitchen)
If you placed an order before our shops temporarily closed in March you should have been contacted by one of our Partners. If you still have an unresolved outstanding order, please contact our Customer Services team.
What will happen to guarantees and repair services?
If you’ve bought a product from us (whether in store or online) that includes a guarantee, it will still be covered. We recommend you visit a John Lewis & Partners shop nearby or contact our Customer Service team.
What will happen if I have an outstanding query or complaint?
We will contact you with an update and transfer any follow up required to our Customer Service Partners.
How will I access your services?
We’ve developed new ways to offer you expert advice and inspiration whenever you need it through our new virtual services. Book an online appointment, and our Partners can help you style your home, refresh your wardrobe or help parents-to-be prepare for their new arrival.
You can also visit your nearest John Lewis & Partners shop and speak to any of our Partners who will be happy to help you.
What will happen to my Gift List?
You can still add, edit and share your Gift List online. Gift List services are also available over the phone.
How will I redeem my John Lewis rewards?
You can redeem your my John Lewis rewards at any other John Lewis & Partners shops, and many of them can also be used online at johnlewis.com. There are new rewards to be found every month in the Rewards and Treats area of our app or johnlewis.com.
Do you have plans to close more shops?
We keep our estate under regular review to ensure we have the right amount of shops to best serve our customers and remain commercially viable. John Lewis shops have a vital role to play within the business and we are working on plans to ensure they continue to meet the needs of customers, alongside a vibrant ecommerce operation.
How many shops (and which ones) are still trading?
All 42 of our shops are now open (subject to local lockdowns)
Do you have plans to reopen in the area at any point in the future?
We have no plans for other shops in these locations at this time. With regards to Croydon, we continue to await the outcome of the Croydon Partnership review.
Will charities still be able to receive support through Community Matters?
Community Matters is our charitable giving scheme that runs throughout John Lewis & Partners shops. You'll come across a similar scheme at your local Waitrose & Partners, too. Every 3 months each shop selects 3 community groups or charities to help.
It's intended that a £1 million Community Investment Fund will be provided and shared between the communities to support local projects. In addition, the nearest Waitrose or John Lewis shop will have an additional £12,000 to continue supporting local charities through our Community Matters programme.
How can I continue to shop with John Lewis & Partners?
There are plenty of ways to continue shopping with us. You can visit us online at johnlewis.com or download our app to browse and shop over 300,000 products. And you can still Click & Collect from your local Waitrose, as well as our John Lewis shops and other selected locations nationwide.
How can I keep in touch with you?
Our Customer Service Partners are available to answer any of your questions, or you can find us on Instagram, Facebook and Twitter, where we’ll be sharing our latest news. You can also sign up to our emails for inspiration, new arrivals and the latest offers to your inbox.
If you have any further questions about our shops and services please read our service updates.
There are plenty of ways to continue shopping with us.
REOPENING OUR OTHER SHOPS
We have started reopening some of our shops on a trial basis. We’re taking great care to put comprehensive social distancing measures in place and we look forward to welcoming you back soon.
Click & Collect nearby
Enjoy free Click & Collect delivery on orders over £30. We have hundreds of collection locations. When you place your order online, a list of your local Click & Collect points will appear on the checkout page.
THE JOHN LEWIS & PARTNERS APP
Whether you're on the move, in one of our shops or just relaxing at home, our free app makes it simple and easy to shop with us. Available for Android and iOS.
We’re working on bringing more services and experiences to you.
VIRTUAL NURSERY ADVICE APPOINTMENTS
We’re here to get you prepared for your new arrival. One of our Nursery Advisors will answer your questions and find the right products.
VIRTUAL PERSONAL STYLING APPOINTMENTS
Our Stylists are on hand to help you make the most of your wardrobe and identify the key pieces you’re missing.
VIRTUAL HOME DESIGN APPOINTMENTS
Our Home Design Stylists will show you how to make the most of your space, or finally tackle that interior project you’ve been thinking about.
GET THE MOST OUT OF SHOPPING WITH US
my John Lewis is more than just a membership card. You’ll receive exclusive offers, vouchers and events throughout the year. It’s all online, so you can easily access your membership card and rewards from the John Lewis & Partners app or website.