The John Lewis Partnership is rebalancing its store estate to reflect how customers want to shop, which subsequently includes plans not to reopen eight of its 42 John Lewis stores from lockdown.
The remaining 34 John Lewis shops will reopen from 12 April subject to Government guidance. This is with the exception of Glasgow, which will reopen from 26 April, and Edinburgh, which will reopen on 14 May.
The eight shops identified for closure include four ‘At Home’ shops in Ashford, Basingstoke, Chester and Tunbridge Wells. Plus, four department stores in Aberdeen, Peterborough, Sheffield and York. The eight shops were financially challenged before the pandemic.
The Partnership will reshape its business in response to how its customers increasingly want to shop in-store and online. In the future, it expects 60% to 70% of John Lewis sales to be online. Nearly 50% of its customers now use a combination of both store and online when making a purchase.
John Lewis in the future
The company highlights that its department stores remain critical to its future success; providing a sensory experience that online cannot, supported by the expertise of its Partners.
However, having fewer bigger stores will allow the business to invest significantly to improve its remaining stores; showcasing inspiring products with more space dedicated to experiences and services. The shops will also be more reflective of the tastes and interests of local customers.
The Partnership’s research reveals customers want more convenient access to John Lewis. For this reason, it is improving the next day Click & Collect service in Waitrose stores and offering more local collection points through third parties.
It is also trialling the introduction of John Lewis shopping areas in Waitrose stores. By the autumn, Waitrose general merchandise products will be sourced by John Lewis. Plus, it will also be testing new formats of smaller, local neighbourhood shops offering the best of John Lewis.
In addition, John Lewis is strengthening the online customer experience on its website and app. The retailer has already taken its Partners into customers’ homes this past year; using video calls to host more than 11,000 virtual appointments across nursery, home design and personal styling.
The Partnership will also provide a £1m Community Investment Fund to support local projects, sharing it amongst the eight local areas where it proposes to close shops.
Commenting is Sharon White, chairman of the John Lewis Partnership. “The high street is going through its biggest change for a generation and we are changing with it. Customers will still be able to get the trusted service that we are known for – however and wherever they want to shop.”
Pippa Wicks, executive director for John Lewis, adds; “Closing stores is the toughest thing we do as a Partnership because we all own our business. If the closures are confirmed, every effort will be made to find new roles for Partners and for us to continue to serve our customers by providing access to John Lewis in different ways.
“Alongside a growing online business and the expansion of next day Click & Collect, we will invest in our in-store services and experiences, as well as new, smaller neighbourhood formats and the introduction of John Lewis ranges in more Waitrose shops.”
John Lewis continues to trade as normal online and we will reopen its remaining stores in line with Government guidelines.
