John Lewis will begin reopening its shops for customers as part of a gradual approach from Monday 15 June. It will start with its Poole and Kingston department stores, which will be followed by 11 others on Thursday 18 June. Branches selected to open have been chosen primarily because of their accessibility by car.

Depending on the response to the new ways of operating in terms of social distancing, more shops will open throughout the summer. The decision follows the government’s guidance earlier this week on easing restrictions for non-essential retailers.

Learning from the social distancing measures the Partnership has taken in its Waitrose shops, John Lewis plans initially to open just under a quarter of its shops. This strategy is part of a steady, gradual approach with rigorous safety and social distancing measures in place.

The business will undertake an ongoing assessment of the effectiveness of each of the operational changes it implements during this initial phase of reopening. Adjustments will be made accordingly to ensure the best and safest customer and Partner experience possible.

John Lewis temporarily closed its 50 department stores on 23 March for the first time in its 155-year history. However, johnlewis.com has continued to operate successfully, experiencing a significant uplift in sales.

 

 

Commenting is Sharon White, Partner and chairman of the John Lewis Partnership. “The momentous events of the last few months have tested our resilience as a business. But our resourcefulness, innovation and the spirit of cooperation between Partners has really shone through.

“It’s been heart-warming to see John Lewis Partners stepping into different roles to support our Waitrose supermarkets and to keep johnlewis.com running. I’m proud of everything our Partners across both our brands have done to help us get to this point.

“Our shops reopening is a sign of hope as we begin to find our new normal. There’s an opportunity now for us to come back stronger as a business and offer the safety and reassurance that customers will want.

“However, while we have experience of social distancing in our Waitrose shops, we will need to establish new ways of working in our department stores. We are taking this cautious approach to be able to learn as we go and to make sure that our shops are as safe as they can possibly be for our customers and Partners.”

 

 

As John Lewis takes the first steps in reopening its doors for business, a raft of measures will be introduced into its shops. They include the following:

• The introduction of a “Customer Service Host”. The host will be assigned to welcome customers into the store and answer any questions while managing customer numbers, queues both at entrances and busy areas of the shop, and also explaining to customers what changes they might see in-store.
• Reducing the number of shop entrances.
• Caps on the number of customers entering stores.
• Prominent social distancing signage.
• Protective screens at checkouts and areas of the shop where two metre social distancing cannot be achieved between customers and Partners.
• Control procedures for escalators and lifts limiting the number of users.
• Rigorous and frequent cleaning.
• Provision of hand sanitiser for customers to use at all entrances.
• Social distancing in back of house areas.
• New contactless payment limit of £45.
• Limiting the number of additional customer services. For example, close-contact beauty services will not be available. Customer catering outlets and fitting rooms will also remain closed until further notice.
• Safe and simple returns process. For example, in line with government guidance, returned stock will be separated from new or old stock for 72 hours.

 

 

Customers will be able to learn more about the measures John Lewis is taking via a short film at johnlewis.com. Depending on customer feedback and how the first phase of openings progress, other initiatives may be considered. For example, include virtual queuing and returns drop boxes. Also, enabling Click & Collect from branch car parks.

Branches opening in the first stage

From Monday 15 June: Kingston and Poole and from Thursday 18 June; Bluewater, Cambridge, Cheadle, Cheltenham, High Wycombe, Horsham, Ipswich, Norwich, Nottingham, Solihull and Welwyn.

Before opening, each shop will undertake a four-week reopening preparation programme. This will include counting stock, replenishment, preparation of systems and merchandising. Also, deep cleaning, the introduction of social distancing measures, Partner training and final pre-opening checks.