John Lewis in Trouble

JL in Oxford Street didn't have any women's black socks in for week after week last Winter. I ordered on line and clicked and collected at JL in Oxford Street

I’m coming at this as a former merchandiser. Not visual merch but the role where you get the stock into stores. The high street got into online too late and at the expense of brick and mortar. This bit will sound odd but for me I have a test to see how a store is doing and it’s pretty accurate! If you can’t buy the basics the store is in trouble. It’s my Tights knickers and toasters test. If you can’t get a pair of black tights, 5 pack of knickers, baby bodysuits or basic toaster, (maybe not all at once!)the chain is in a mess. They’re all things you need now, not next day or 3to 5 business days. I’ve done my test in M&S and Debenhams the M&S store closed and Debenhams totally collapsed.
I know my test sounds daft but at Christmas I was in JL buying black nights for that night’s Christmas party. They didn’t have any and hadn’t “for quite a while” according to the apologetic assistant. Another woman came along on the same search. We attempted to trade up to fancy Wolford, still nothing. Bizarrely wolford had same shelf space for fishnets as for plain black. WTF?!? The other lady said “they’re not really our market are they “ We both had to leave. The point is we both left without buying anything. If we’d been able to quickly get the basic we’d have had time to browse and more than likely spend more. And that’s where retail is at. It’s incredible considering 20years ago you could replenish stock next day and easily forecast the stock levels by store 3 months out on a black tights or baby bodysuits. Today we can buy a cheap delivery meal in 20mins via an app, but if you need 5 pack of pants for a 6 year old no chance.
And as for the batsh*t inclusive magazine. Ha! Get back to basics and be more inclusive in providing an actual department store that people actually need.

Amazon groceries are good for specialist items like this

Used to rate JL so highly.Last big purchase made a couple of years ago. Spent ££££ on designer bespoke curtains. Was a huge purchase for us. Unfortunately, I was patronised and treated with utter contempt by online customer service who did not care one iota about ongoing delays. They gave several masterclasses in how to alienate hugely loyal customers. Honestly, we were shocked by how awful it was. This was in marked contrast to the brilliant, expert staff in Bluewater who were fab when we placed our order for the item in question. It is really plainly obvious that employing prob largely min wage customer service online is a false economy indeed. I think JL is in a death spiral. Hope I am wrong but I will never buy big ticket item there again.

Two years in a row they cancelled my Christmas presents order; no notification. Up till then, really dependable and I knew the quality of what I was buying. A shame but clearly they didn’t want this customer’s business.

Bollox there's a few vegan items I get from Waitrose that I need to source elsewhere. I've never ordered food from anything other than a supermarket.

Bloody fuck.

Well I'm probably not as posh as their ideal customer. However, both my parents amd in laws like to give us JL vouchers for Xmas and birthdays. I will have to ask them to stop on the basis of the leak from James Esses. I can't fund misogyny. Sometimes a boycott feels like the only way I have any power in this society.

PPs happy to see the M&S recovery or who are swapping from JL to M&S - have the latter changed their "men are welcome to come and wank in our knickers in the women's changing rooms" stance recently? I've been boycotting M&S since around 2018 over that but if they've seen the light about single sex spaces I'd be very happy to return as it has been a genuine sacrifice.

I am another who refuses to go in since they started allowing random dogs in (more than happy for service dogs to be there as they are trained)

I do still have a voucher that I got at Christmas but it will be used online and will likely be my last purchase with them

I’ve been shopping for baby items recently. JL was a complete disaster. Visited two different stores and the baby sections were either completely rammed or in stupid places (like on the pathway to the toilets) so you’re trying out a pram and keep having to move for people trying to get to the toilet. There was no staff around but as we left realised two of them were actually in a section round the corner chatting away! Didn’t get offered help once.
In the end went to an independent shop and got first class treatment, was able to try products out with space and got the full attention of a sales assistant who was happy to help.
I unfortunately have a voucher to use as well, and when I look online the selection of items is dire or out of stock. Their stores look shabby, customer service absent and it’s got a BHS end of days feel about it. Such as a shame as a few years back you could reliably rock up intending to buy a coffee machine and get lots of help in a well stock, clean modern store and actually want to part with your money.

Do all these posters not shop online - that is why JL is going downhill - it’s too easy to buy cheap stuff online
Also shoplifting-the ones I visit have huge open glass doors on several floors of the shopping centre-a gift for shoplifters.

Oh my God. That is very disturbing. I had no idea about this.

I used to shop there regularly when DC were younger. I haven't set foot in JL since they started promoting GI and won't give them another penny. I hope they're watching Body Shop. Go woke go broke.

I’m glad you had a good experience. It used to be standard, sounds like it’s more hit and miss now. It’s a shame. If they can turn it around like M&S seem to be doing I’d be happy!

The one in Brent Cross is still good, have bought some good bargains there, Restaurant is always packed, maybe it’s in a good location.

It's a bit sad to see as it was a destination to shop. You got really good basics in the clothing (it was never high fashion but good quality). I bought my dining table there, beautiful top end Danish thing. And the staff were treated well and knew their area. They would specialise in lighting, furniture, fabrics, electrical, kitchen stuff... now all gone.

I don't use it now. Agree on AO. Great service and keen prices!

NeverTrustAPoliceman · Today 10:36

They welcome dogs in to pee and slobber on their goods.

It's very silly, isn't it? apart from anything else, they shed hair (I have a dog) and may have fleas, which are liable to get onto the clothes. If nothing else, it's an annoyance and at worst, some people are allergic to animal hair.

I take my dog regularly to Oxford Street- we walk up to collect my click and collect orders with him. Sorry !

The JL in our city is the only proper department store left. I do shop there a lot, both online and instore. Haven’t always had the best service in all departments but the children’s department recognise us and even remember my DD’s name.

There always seems to be too many staff vs the number of customers so they have time to stand in small groups chatting. It worries me that the store could be closed down if they’re always over staffed. At Christmas time during one of their events the store manager was going from department to department advising staff that takings were poor.

Perhaps the JLP employees/partners on here could tell us whether there are similar initiatives for staff and customers to raise awareness of issues for those with other protected characteristics such as disabilities? Articles about difficulties of shopping when you’re a wheelchair user? Impact of store layout on those with impaired vision? Some basic ESL tips and best practices for interacting with lip readers? Discussion on the type and volume of store music and the effect on neurodiverse people?

Justme56 · Today 09:45

^https://www.jamesesses.com/p/the-trans-takeover-of-john-lewis^

That is indeed very disturbing; I wonder how much that load of crap cost them?

They welcome dogs in to pee and slobber on their goods. Snouts which were probably up another dogs arse minutes earlier.

They do not respect women. Actual women, not the pretend sort.

I cannot think of a good reason to step inside my nearest branch. I won't lose any sleep if they close.

I was patronisingly told she loves dogs and loves to see them. I politely told her that I don't understand why dogs need to be taken clothes shopping and that I find it very off putting to have dogs and their associated slobber, hair and smell around new clothes. I asked if she could please feedback to management that it's likely to decrease customer numbers. She refused. Couldn't see the problem.

That is appalling.

JL has lost its focus on its core customer base (middle aged, middle class looking for good quality products and excellent customer service). Granted that the retail sector has shrunk and so new customers needed to be enticed in, but they’ve fallen into the trap of taking their eye off their core customer while doing so. Just like M&S. (And I don’t quite believe the M&S recovery just yet, although I did buy an item of clothing that wasn’t lingerie for the first time in 5 years before Christmas so maybe they’re on the way)

the JL I visit most often now since they closed York is the one in the Trafford Centre. It hasn’t declined as badly as some of the other branches mentioned here but compared to how it was pre-Covid it has definitely lost some of that “premium shop” feeling, with occasional stock gaps and less staff attentiveness. It still has a haberdashery although the choice of dress fabrics isn’t that much better than my local Boyes.