Products and services

Our reputation is built on our strong product range and on the excellent service offered by Partners across the business. John Lewis's name is not just seen as a guarantee of quality, value and style, but also as something that differentiates us from the competition.
Peter Rowe and Sara Browning, John Lewis Southampton
John Lewis is committed to ensuring that every customer receives the same high level of service

With over 350,000 lines available in our stores and more than 250,000 lines available online, our buying teams work hard to ensure we offer quality products, responsibly sourced and giving value for money. This product range is backed up with our aim to offer all our customers an excellent level of service.

Assortment

The John Lewis assortment offers branded products from leading suppliers, exclusive lines and own-brand merchandise. Launched in 2003, own brand is a constantly expanding range including merchandise from fashions to electrical appliances. At our stores in Oxford Street and Bluewater you'll also find the John Lewis Foodhall from Waitrose featuring seasonally-sourced and speciality foods. The small format John Lewis at home shops focus exclusively on the home, electrical and home technology assortment.

The John Lewis name aims to be a guarantee of the quality, value and style of a product and also as something that differentiates our assortment from the competition. The assortment is continually under review to ensure the products available will appeal to the widest spectrum of customers. The Merchandise Standards department works with our buying teams to make sure that every product we sell is safe to use and fit for purpose, and that all own-label branded and exclusive products comply with the relevant consumer legislation and safety standards. All customers buying electrical items from John Lewis receive a two-year guarantee as standard.

John Lewis offers interest-free credit on furniture including fitted kitchens, bathrooms and bedrooms. Customers spending more than £1,000 will be offered one year of interest-free credit, or two years for purchases over £3,000.

To help customers make more sustainable choices a 'green identifier' appears on point of sale information for products carrying certification from FSC (Forest Stewardship Council), PEFC (Programme for the Endorsement of Forest Certification), Fairtrade, Energy Savings Trust and the Rainforest Alliance. A 'Made in UK' identifier features on over 4,000 British-made items both on shelf-edge tickets instore as well as online.

To read about some of the latest products and trends visit the Inspiration and Advice pages on the johnlewis.com website (www.johnlewis.com/inspiration-and-advice). Customers are invited to add their own product reviews on the website and latest products are featured in Edition magazine, available free from your local John Lewis or Waitrose branch.

The my John Lewis membership reward programme launching on 30 October 2013 is designed to give customers benefits and rewards tailored to their interests.  Customers will be able to use their my John Lewis card in both shops and online, and the programme will feature rewards including free tea and cake in John Lewis's restaurants each month, entry into regular prize draws every time they shop, invitations to exclusive local events, previews and other personalised incentives. (www.johnlewis.com/myjohnlewis).

John Lewis Insurance offers a distinctive range of insurance products specially chosen with Partnership customers in mind. We work with a panel of insurers including AXA, Fortis and Friends Provident to provide products that are both excellent quality and good value.

John Lewis Broadband represents great value with three simple broadband packages to suit your needs. For more information visit the John Lewis Broadband website (johnlewisbroadband.com).

Value

We believe our commitment to best value is as important today as it was when Never Knowingly Undersold was introduced, over 85 years ago. At its core Never Knowingly Undersold means offering great quality products at fair prices, supported by excellent service. Products that carry the John Lewis brand are tested against those of the competition and our regular monitoring of prices on the high street means we offer highly competitive prices on everything we sell. If we find another high street retailer selling the same item as us for less either in their shops or online, we lower our price to match, even during sales.

For more information, download the John Lewis Never Knowingly Undersold leaflet (PDF size: 136KB)

The John Lewis Value range incorporates merchandise that fills the most essential needs, suitable for everyday use or first home buyers. The range, which comprises over 300 lines, includes products in areas such as Home, Fashion, Haberdashery and Beauty self-selection.

Service

John Lewis welcomes all customers and we are committed to ensuring that everyone can access our products and services and that every customer receives the same high level of service. Our multichannel approach - shops, internet shopping, mobile app, call centres and home delivery - means everyone can access our goods and services in whichever way is easiest for them plus, in a move to offer a fully multi-channel, multi-platform shopping experience, free Wi-Fi access is available in two thirds of John Lewis stores.

The 'my John Lewis' membership card can be used every time a customer shops in our stores, online, or by phone. The card helps us understand what individual customers like, so we can tailor rewards that are just right for them.

As part of our commitment to offer excellent customer service to our international customers, we are pleased to announce that John Lewis Oxford Street and Stratford City now accept China Union Pay as a payment method for personal shoppers in those branches.

All John Lewis and John Lewis at home branches offer the 'Click and Collect' service allowing customers to place their orders via the John Lewis website (www.johnlewis.com) and collect from the shop, thereby guaranteeing stock availability. Customers can also collect purchases made via johnlewis.com from their local Waitrose branch. To find out whether this service is available at your local Waitrose visit the johnlewis.com website. Online purchases can be returned for free via a network of over 5000 Collect+ locations in small shops across the UK. For those customers who would like their website orders delivered outside the UK an international delivery service is available. The mobile optimised version of the johnlewis.com website can be accessed by typing m.johnlewis.com into the browser. 

We aim to offer every customer the best possible experience backing up the product offer with a high level of service from initial purchase to after-sales whether it's face-to-face, online or over the telephone. We ensure all selling Partners have excellent product knowledge and communication skills and many branches offer a range of specialist advisors in areas such as fashions, furnishings and nursery.

If you're planning a wedding or other celebration, to help make sure you receive the gifts you really want, take advantage of The Gift List service.

A spa service, the Beauty Retreat, is available in a number of branches. Situated in a dedicated and restful area, treatments are available for nails, brows and lashes and also include facials, massages, waxing and tanning.

In another new concept available in selected branches customers are able to try out all products in the electrical and home technology range while a Home Design Studio provides a creative space for customers to pull together a look for their home.

Kuoni travel concessions ares now open at a number of John Lewis branches.

Find out more

Find out more about your local John Lewis store including opening times and the services available there, shop online, or for information about products, go to the John Lewis website (www.johnlewis.com).