Waitrose speeds up click & collect process

Upmarket supermarket Waitrose has launched a self-service check-in for its John Lewis click & collect orders at 140 of its stores around the UK.

When the customer uses the system they will have the choice to register their order number by special iPads at the welcome desk so that their items will be ready for them more quickly.

According to a statement from Waitrose, the service has been successfully piloted and it is being rolled out this week. Customers ordering from Waitrose Cellar and Waitrosepet.com can also use the iPad checking in system.

For all click & collect customers irrespective of whether they are using the iPad check-in service above, they will now be sent a barcode as part of a notification confirming that their goods are ready for collection. Staff will scan this rather than manually entering an order number. This will be available at all Waitrose branches nationwide.

Glenn Cox, Service Experience Development Manager at Waitrose, said: “Seventy per cent 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.”
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