Gifts Today magazine

Big firms don't follow John Lewis in charging for click and collect

House of Fraser, M&S and Next continue their free click-and-collect services, despite John Lewis’s decision to start charging customers.

Despite John Lewis making the decision to start charging customers £2 on click-and-collect orders under £30, other big retailers will not be charging, reports Retail Week.

John Lewis boss Andy Street said that the decision could spark a wave of other retailers to follow suit but so far rivals have said that they had no intention of charging customers delivery fees.

Andy Harding, the chief customer officer of House of Fraser, which offers free click-and-collect on all orders, said the retailer had no plans to follow John Lewis’s strategy.

“We will 100% categorically not. House of Fraser will remain the best [click-and-collect offer] in the market and free for all customers. From our perspective, [click-and-collect] is sustainable, if it wasn’t sustainable, we wouldn’t do it.”

A spokesman for Marks & Spencer said: “We offer a free click-and-collect service on all orders and we have no current plans to change that.”

She said that over half of its Shop Your Way Orders are collected in-store.

Next told Retail Week that the retailer has no plans to charge for their in-store collection service.


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