Waitrose launches self-serve check-in for ‘click and collect’ orders

Waitrose has launched self-service check-in for John Lewis ‘click and collect’ orders in 140 of its stores in time for Black Friday (November 24).

Customers in these branches of the supermarket chain will have the choice to register their order via iPads at the Welcome Desk when they arrive, so it’s ready for them to pick up more quickly.

The service started to roll out this week, following a successful trial earlier this year, and will be available in Waitrose branches which have iPads at their Welcome Desks.

Orders made through WaitroseCellar.com and WaitrosePet.com can also be collected using the service.

In addition, 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. This will be available in all Waitrose branches.

Waitrose service experience development manager Glenn Cox said: “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’s 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.”

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