{"id":6804,"date":"2017-01-02T14:42:31","date_gmt":"2017-01-02T14:42:31","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=6804"},"modified":"2021-03-09T16:37:03","modified_gmt":"2021-03-09T16:37:03","slug":"an-open-letter-to-john-lewis-and-other-retailers-who-charge-for-click-and-collect","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/an-open-letter-to-john-lewis-and-other-retailers-who-charge-for-click-and-collect.htm","title":{"rendered":"An open letter to John Lewis (and other retailers who charge for Click and Collect)"},"content":{"rendered":"

As the retail sector has adapted to meet the demands of Internet-based commerce, many retailers have found home delivery to be expensive and unprofitable. Free delivery may close the deal but what does it actually cost the retailer to ship to personal addresses? Probably far more than that \u00a33-5 P&P charge…<\/p>\n

New Delivery Models for the age of Internet commerce<\/h3>\n

To address this, many traditional retailers have integrated with their existing operations to provide “Click and Collect” services whereby customer deliveries are sent to a nominated store. Sometimes this is done well. Other times the divide between the online business and the brick and mortar stores is painfully obvious – particularly when handling returns.<\/p>\n

Meanwhile, Internet-only retailers have created pick-up points (e.g. Amazon<\/a>), partnered with retailers (e.g. eBay and Argos\/Sainsburys<\/a>), or developed premium services (e.g. Amazon Prime) to subsidise delivery. Others (like Doddle<\/a>) have created a business model around providing somewhere to have parcels delivered for collection on the way home from work.<\/p>\n

Charging for Click and Collect?<\/h3>\n

Whilst charging for delivery is commonplace (perhaps with free delivery over a certain threshold), one major UK retailer (John Lewis<\/a>) charges for Click and Collect under a threshold value of \u00a330. Their systems have the business intelligence to email me after failing to complete a transaction but sadly not the intelligence to understand why that might be (a \u00a329.90 order that attracts a \u00a32 click and collect charge, when a \u00a330 order would be free).<\/p>\n

This was my response, by email – and now here in public:<\/p>\n

“Dear Sir or Madam,
\nEarlier today, I received the email below, based on a transaction that was not completed. I would complete my order, if it wasn\u2019t for your policy on Click and Collect. My order is 10p short of your threshold for free Click and Collect.<\/p>\n

 <\/p>\n

Because you will charge me \u00a32 for this, I will simply purchase elsewhere. I can have free shipping with Amazon, to home. Or I could just walk into your store and hope you have stock\u2026<\/p>\n

 <\/p>\n

I understand that shipping to home is unprofitable \u2013 that\u2019s why many retailers offer free Click and Collect and charge for home delivery. Charging for Click and Collect is short-sighted and, frankly, not acceptable. You have deliveries to store anyway, whilst it costs me to drive to you, then you charge me \u00a32 for the privilege!<\/p>\n

 <\/p>\n

I would much rather support John Lewis than a faceless US-based Internet retailer and I urge you to reconsider your policy on charging for Click and Collect \u2013 not just for this transaction but for all customers, all of the time.<\/p>\n

 <\/p>\n

Yours Faithfully,<\/p>\n

Mark Wilson”<\/p><\/blockquote>\n

I could buy another item to take me other the limit. There are even threads on Internet forums advising of the cheapest item to buy! I could even return the extra item immediately after collection (increasing costs to John Lewis as they process a refund). All of this is gaming the system though and it increases friction in the transaction, which translates to inconvenience to me as the customer.<\/p>\n

Call to Action<\/h3>\n

If you, like me, feel John Lewis needs to take another look at its Click and Collect policy, feel free to use the text above as the basis for your communication. Contact details for John Lewis are on their website<\/a> (or you can email Customer Services directly<\/a>). The John Lewis Partnership website also has a list of Directors who manage John Lewis’ commercial activity and develop the strategy and business plan for the company<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

As the retail sector has adapted to meet the demands of Internet-based commerce, many retailers have found home delivery to be expensive and unprofitable. Free delivery may close the deal but what does it actually cost the retailer to ship to personal addresses? Probably far more than that \u00a33-5 P&P charge… New Delivery Models for … Continue reading An open letter to John Lewis (and other retailers who charge for Click and Collect)<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[38],"tags":[236,498,642,16],"class_list":["post-6804","post","type-post","status-publish","format-standard","hentry","category-inane-waffle","tag-amazon","tag-john-lewis","tag-retail","tag-useful-websites"],"yoast_head":"\nAn open letter to John Lewis (and other retailers who charge for Click and Collect) - markwilson.it<\/title>\n<meta name=\"description\" content=\"John Lewis currently charge \u00a32 for Click and Collect on orders under \u00a330. 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A few weeks back,\u2026","rel":"","context":"In "Waffle and randomness"","block_context":{"text":"Waffle and randomness","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/inane-waffle"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1355,"url":"https:\/\/www.markwilson.co.uk\/blog\/2009\/02\/useful-links-february-2009.htm","url_meta":{"origin":6804,"position":4},"title":"Useful Links: February 2009","author":"Mark Wilson","date":"Saturday 28 February 2009","format":false,"excerpt":"A list of items I've come across recently that I found potentially useful, interesting, or just plain funny: Microsoft Appoints David Porter as Corporate Vice President of Retail Stores: Twenty-seven-year retail veteran will focus on transforming the PC and device-buying experience for retail consumers and developing and rolling out new\u2026","rel":"","context":"In \"Useful Websites\"","block_context":{"text":"Useful Websites","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/useful-websites"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":8824,"url":"https:\/\/www.markwilson.co.uk\/blog\/2024\/09\/self-scan-stress-in-sainsburys-and-why-dont-uk-supermarkets-use-electronic-shelf-edge-tickets.htm","url_meta":{"origin":6804,"position":5},"title":"Self-scan stress in Sainsbury’s. And why don’t UK supermarkets use electronic shelf labels?","author":"Mark Wilson","date":"Thursday 12 September 2024","format":false,"excerpt":"Almost every Thursday morning, before I start work, I visit the town market to buy food. After that, I do the weekly supermarket shop. Most people can understand me shopping locally and supporting the market. The question I'm sometimes asked is why I don't do the supermarket shop online? 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