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

Supermarket plans to roll out scheme to 140 stores in time for Black Friday

Waitrose has launched self-service check-in for John Lewis ‘click and collect’ orders in 140 stores in time for Black Friday which falls on 24th November this year.

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

The service has started to roll out this week following a successful trial earlier this year and will be available in those Waitrose branches which have iPads at their store Welcome Desk. Orders made through Waitrose Cellar and Waitrosepet.com can also be collected using the service.

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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.

Glenn Cox, service experience development manager at Waitrose, 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 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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