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Waitrose launches self-service check in for John Lewis click and collect orders


Waitrose has launched self-service check-in for John Lewis click and collect orders in 140 stores in time for Black Friday (24thNovember).
The new service will allow customers to register their order number via iPads at the welcome desk when they arrive so it’s ready for them to pick up more quickly. Rollout begin this week following a successful trial earlier this year.

Customers will now be sent a barcode as part of the notification confirming that their order is ready for collection for staff to scan, rather than needing to manually enter an order number – a service which will be available in all Waitrose branches.

Glenn Cox, service experience development manager at Waitrose, said the new service will help improve the customer experience. “70% of John Lewis click and collect orders are now being picked up in Waitrose branches so it’s hugely popular with our customers and that is likely to increase during Black Friday and the festive period.

Checking in to collect an order is the first thing many shoppers do when they visit our stores and can set the tone for the rest of their experience with us, so introducing the option of a self check-in system will ensure they enjoy the best possible start to their shop,” said Cox.

Image credit: Waitrose

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