Waitrose Launches Click And Collect Self-Service Platform

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Waitrose Launches Click And Collect Self-Service Platform

British retailer Waitrose has launched self-service check-ins for John Lewis click and collect orders across 140 of its stores, one week ahead of Black Friday.

As part of the initiative, stores will feature a welcome desk with iPads, where customers can register their order when they arrive, so it will be ready for pick up, says the retailer.

Customers ordering through the wine platform Waitrose Cellar and the pet food store can also avail of the service.

Customers will also be sent a barcode (notifying them that their order is ready for collection) for staff to scan when they arrive in-store.

Padding Customers' Pockets

Waitrose began rolling out the service this week after a trial earlier this year. It will be available in Waitrose branches that have iPads at their welcome desks, the retailer says.


“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,” said Glenn Cox, service experience development manager at Waitrose.

The British supermarket recently anticipated substantial increases in its export sales during the Chinese Singles’ Day retail bonanza. Streamlining its click and collect service is now likely to bolster its domestic sales over the Black Friday weekend.

“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,” Cox added.

© 2017 European Supermarket Magazine – your source for the latest retail news. Article by Kevin Duggan. Click subscribe to sign up to ESM: The European Supermarket Magazine.

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