John Lewis & Partners, Heathrow
OUR HEATHROW SHOP MAY BE CLOSING, BUT WE HOPE YOUR JOURNEY WITH US CONTINUES
To all our customers,
Thank you for your loyalty and support throughout these uncertain times.
Prior to COVID-19 some of our shops were already financially challenged, despite the drive and determination of our Partners. The pandemic has accelerated the shift from shopping in store to online, and in order to navigate these changes we are having to make some difficult decisions. As a result, we are not planning to reopen our Heathrow shop.
Our commitment to serve you remains as strong as ever and there are plenty of ways to continue shopping with us. We would love to welcome you to your nearest alternative John Lewis shop. You can download our app to browse and shop over 300,000 products. And you can still Click & Collect from your local Waitrose, as well as other John Lewis shops and other selected locations.
Our priority now is the wellbeing and future of the Partners affected, and if job losses are confirmed, we will explore opportunities for anyone who wishes to stay in the John Lewis Partnership. We will also offer Partners personal support and access to an enhanced retraining fund, which will contribute to the cost of training for a recognised qualification or course.
To continue our support for the local community, we intend to provide a Community Investment Fund which will be shared amongst local projects.
We know this is difficult news to hear and it is with a heavy heart that we have come to this conclusion. We believe taking these actions now will allow John Lewis to continue innovating and serving all our customers in the future.
QUESTIONS YOU MAY HAVE
Why are you planning to not reopen this shop?
Prior to the pandemic, some of our shops were already financially challenged, despite the drive and determination of our Partners. The pandemic has accelerated the shift from shopping in store to online, and in order to navigate these changes we are having to make some difficult decisions.
What will happen to the Partners in store?
We will do everything we can to support them. If job losses are confirmed we will explore opportunities for anyone who wishes to stay in the John Lewis Partnership. We will also support Partners through a unique retraining fund, which will contribute to the cost of training for a recognised qualification or course for any Partner with two years' service or more.
Will I still be able to Click & Collect nearby if you close?
Yes, we have hundreds of Click & Collect locations throughout our John Lewis & Partners and Waitrose & Partners shops, as well as selected Co-op and Booths stores. When you place your online order, a list of Click & Collect locations near you will appear on the checkout page.
What if I need to return an item purchased at this shop?
You can return your purchase to any of our John Lewis & Partners shops. Simply bring your items to the till and make sure you have your proof of purchase and the original payment method with you.
What happens if I have an outstanding order (e.g fitted Kitchen)
If you placed an order before our shops temporarily closed in March you should have been contacted by one of our Partners. If you still have an unresolved outstanding order, please contact our Customer Services team.
What will happen to guarantees and repair services?
If you’ve bought a product from us (whether in store or online) that includes a guarantee, it will still be covered. We recommend you visit a John Lewis & Partners shop nearby or contact our Customer Service team.
What will happen if I have an outstanding query or complaint?
We will contact you with an update and transfer any follow up required to our Customer Service Partners.
How will I access your services?
We’ve developed new ways to offer you expert advice and inspiration whenever you need it through our new virtual services. Book an online appointment, and our Partners can help you style your home, refresh your wardrobe or help parents-to-be prepare for their new arrival.
You can also visit your nearest John Lewis & Partners shop and speak to any of our Partners who will be happy to help you.
What will happen to my Gift List?
You can still add, edit and share your Gift List online. Gift List services are also available over the phone.
How will I redeem my John Lewis rewards?
You can redeem your my John Lewis rewards at any other John Lewis & Partners shops, and many of them can also be used online at johnlewis.com. There are new rewards to be found every month in the Rewards and Treats area of our app or johnlewis.com.
When will the shop permanently close?
This hasn't been determined at this stage.
Do you have plans to reopen in the area at any point in the future?
We have no plans for other shops in this location at this time.
Will charities still be able to receive support through Community Matters?
Community Matters is our charitable giving scheme that runs throughout John Lewis & Partners shops. You'll come across a similar scheme at your local Waitrose & Partners, too. Every 3 months each shop selects 3 community groups or charities to help.
It's intended that a £1 million Community Investment Fund will be provided and shared between the communities to support local projects. In addition, the nearest Waitrose or John Lewis shop will have an additional £12,000 to continue supporting local charities through our Community Matters programme.
How can I continue to shop with John Lewis & Partners?
There are plenty of ways to continue shopping with us. You can visit us online at johnlewis.com or download our app to browse and shop over 300,000 products. And you can still Click & Collect from your local Waitrose, as well as our John Lewis shops and other selected locations nationwide.
How can I keep in touch with you?
Our Customer Service Partners are available to answer any of your questions, or you can find us on Instagram, Facebook and Twitter, where we’ll be sharing our latest news. You can also sign up to our emails for inspiration, new arrivals and the latest offers to your inbox.
If you have any further questions about our shops and services please read our service updates.
WE’RE STILL HERE FOR YOU There are plenty of ways to continue shopping with us.
YOUR NEAREST SHOP
We would love to welcome you to your nearest alternative shop, which is John Lewis & Partners, Kingston.
THE JOHN LEWIS & PARTNERS APP
Whether you're on the move, in one of our shops or just relaxing at home, our free app makes it simple to shop with us. Available for Android and iOS.
NEW: FREE VIRTUAL SERVICESWe’re working on bringing more services and experiences to you.
We’re here to get you prepared for your new arrival. One of our Nursery Advisors will answer your questions and find the right products.
Our Home Design Stylists will show you how to make the most of your space, or finally tackle that interior project you’ve been thinking about.
GET THE MOST OUT OF SHOPPING WITH US
my John Lewis is more than just a membership card. You’ll receive exclusive offers, vouchers and events throughout the year. It’s all online, so you can easily access your membership card and rewards from the John Lewis & Partners app or website.