John Lewis & Partners, Tunbridge Wells

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OUR TUNBRIDGE WELLS STORE MAY BE CLOSING, BUT THERE ARE PLENTY OF WAYS TO CONTINUE SHOPPING WITH US

Dear customer,

Thank you for all your support over the last year, we have really appreciated your continued loyalty.

As we all know, shopping habits are changing and we are having to make difficult decisions in response to these changes. Despite the drive and determination of our Partners, some of our shops were financially challenged prior to the pandemic and unfortunately we can no longer profitably sustain our larger John Lewis stores in some locations. As a result, we are not planning to reopen our Tunbridge Wells shop. 

Our commitment to you remains as strong as ever and there are plenty of ways you can still enjoy the John Lewis experience through our virtual services and events.  Plus, our website and app remain open to you 24/7 and we’ve introduced hundreds of new Click & Collect locations nationwide.

The priority for us now is the wellbeing and future of our affected Partners. If redundancies are confirmed, we will explore opportunities for them to work in other areas of our business wherever possible. We will also support Partners through a unique Retraining Fund to help them prepare for other employment opportunities.

To continue our support for the local community, we intend to provide a Community Investment Fund to support local projects.

However you choose to use our services in the future, we’ll be there whenever you need us.

Best wishes,

PIPPA WICKS
Pippa Wicks, Partner & Executive Director
Partner & Executive Director

WE’RE STILL HERE FOR YOUThere are plenty of ways to continue shopping with us.

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JOHN LEWIS SHOPS

Visit our store directory to see our full list of shops

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CLICK & COLLECT

There are 24 Waitrose collection points within the Tunbridge Wells area.

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RETURNS

Return your purchase to any of our John Lewis shops or contact us to arrange postage or collection.

Services & Virtual Services

VIRTUAL SERVICES AND EXPERIENCES

Our Partners are on hand to help you with Personal Styling, Home Design and Nursery Advice through our online services and regular events. 

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MY JOHN LEWIS

Enjoy members-only offers, vouchers, exclusive invitations and more when you join My John Lewis. Simply sign up and start shopping with us to be rewarded.

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.

FREE CLICK & COLLECT ON ORDERS OVER £30

FREE STANDARD DELIVERYON ORDERS OVER £50

NEXT AND NAMED DAY DELIVERY FROM £6.95

NEXT AND NAMED DAY DELIVERY FROM £6.95

QUESTIONS YOU MAY HAVE

WHICH SHOPS MIGHT BE PERMANENTLY CLOSING?

We are proposing not to reopen Aberdeen, Ashford, Basingstoke, Chester, Peterborough, Sheffield, Tunbridge Wells, York

WHY HAVE THESE SHOPS BEEN CHOSEN?

At the Partnership’s full year results earlier this month we said that we were planning to reshape our business in response to changing customer shopping habits. As part of this, we believe we can unfortunately no longer profitably sustain a large John Lewis store in some locations, which has resulted in the proposed closures.

The eight shops were financially challenged prior to the pandemic and given the significant shift to online shopping in recent years - and our belief that this trend will not materially reverse - we do not think the performance of these stores can be substantially improved.

HOW CAN I CONTINUE TO SHOP WITH JOHN LEWIS?

There are plenty of ways you can still enjoy the John Lewis experience you know and love. As well as our 34 shops, our website and app remain open to you 24/7 and we’ve introduced hundreds of new next day Click & Collect locations nationwide, including at all John Lewis and Waitrose shops. Our Partners are also on hand to help you with Personal Styling, Home Design and Nursery Advice through our online services and regular events, such as our popular My John Lewis Beauty Weekends.

WHERE'S MY NEAREST JOHN LEWIS SHOP AND WHERE'S MY CLOSEST CLICK & COLLECT POINT?

Visit our shop locator page to see our full list of John Lewis shops.
Within driving distance from the shop, you can collect your John Lewis purchases from 24 Waitrose Click & Collect points, including Waitrose Tonbridge.

WHERE CAN I CLICK & COLLECT?

We have hundreds of Click & Collect locations throughout our John Lewis and Waitrose shops, as well as selected Co-op and Booths stores and Shell garages. When you place your order online, your nearest collection point will appear at checkout, or you can search nearby locations

HOW DO I RETURN AN ITEM?

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.

If you're unable to visit one of our shops please contact us and we can arrange for your return to be made by post. Refunds will take up to 14 days. Please call our customer service line on 0345 610 0359 to arrange this.

WHEN WILL YOUR OTHER SHOPS REOPEN?

Our other 34 John Lewis shops will reopen in line with the local Government road map, with the exception of Edinburgh which will reopen from 14 May. We'll continue to update all details related to reopening on our shop pages.

WHAT WILL HAPPEN TO OUTSTANDING ORDERS (E.G FITTED KITCHENS)?

If you placed an order before our shops temporarily closed in December 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 if you have any questions or problems.

HOW CAN I USE YOUR SERVICES?

We offer virtual services. You can book an online appointment and our Partners will help you to 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.

HOW DO I GET IN TOUCH IF I HAVE A QUESTION OR WANT TO KNOW ABOUT THE LATEST PRODUCTS?

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.

DO YOU HAVE ANY PLANS FOR YOUR OTHER SHOPS?

We keep our shops under review to make sure we have the optimal number of shops to serve our customers in the best way that we can. John Lewis shops have a vital role to play within the business and we are working on plans to ensure they continue to meet the needs of our customers.

WHAT WILL HAPPEN TO YOUR STORE PARTNERS?

The priority for us now is the wellbeing and future of our affected Partners and we will enter into consultation with them about our proposals. We are committed to giving each Partner as much support as we can. If redundancies are confirmed, we would explore opportunities for them to work in other areas of our business wherever possible and also support Partners through a unique Retraining Fund to help them prepare for other employment opportunities.

WHAT WILL HAPPEN TO THE COMMUNITY MATTERS SCHEMES?

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 three months each shop selects three community groups or charities to help.

For the areas where our shops may be closing, it's intended that a Community Investment Fund would be provided and shared between the communities to support local projects.

how can you prepare for visiting our stores?

 

  • Please wear a face covering while in our shop*
  • Vulnerable customers will be fast-tracked through the queue, please speak to a Customer service host at our entrance
  • You can check stock availability at your local shop on our app before you arrive. Download our app
  • my John Lewis members can use our website or app to scan your card at the till and your in-store receipts will be saved in the Kitchen Drawer for access at any time. Join now
  • For problems with an electrical item, you can save yourself a visit and receive aftersales support. Book a repair service, or check on an existing repair by calling our technical support team on 0330 123 0106
  • We’ve extended our returns period just for the festive season. Any gift bought between 8 October and 24 December 2020 can be returned up until 28 January 2021  Read our returns policy
  • We'll have a drop box for online returns. Please speak to a Partner at the door for help using this returns method. You can use the box if you’re returning an online purchase, a parcel that's less than 20cm thickness x 45cm width, items that are unwanted and in perfect condition only. See our FAQ page for more information.
  • If you are showing any Coronavirus symptoms, please follow Government guidance and stay at home

CAFE

For a perfect pick me up, with freshly-ground coffee and light snacks

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WHAT'S ON

Discover events and experiences at your nearest John Lewis & Partners

Café

For a perfect pick me up, with freshly-ground coffee and light snacks

Find out more

What's On

WHAT'S ON

Discover events and experiences at your nearest John Lewis & Partners

 Place to Eat

WHAT'S ON

Discover events and experiences at your nearest John Lewis & Partners

 The Place to Eat

THE PLACE TO EAT

For hot meals, light snacks, cakes and refreshing drinks for all the family, served throughout the day

OTHER SERVICES

Furnishings & Fabrics

Our customisation services give you the freedom to create

Shutters

Shutters offer a beautiful solution for both privacy and light

Home Design Service

Our Home Design Stylists can help you create a look you'll love to come home to

TV & Home Cinema Installation

Buy a TV from us and our services include installation, wall mounting and home cinema set-up 

Home Appliances Installation

Take advantage of our installation and disposal service when we deliver your new appliance 

Curtains & Blinds

Curtains & Blinds Services

Our range of made to measure curtains and blinds services help you create a beautiful home