Our Customers

'The Partnership aims to deal honestly with its customers and secure their loyalty and trust by providing outstanding choice, value and service.'

The John Lewis Partnership Constitution, Principle 5

Customers in nursery department with Nursery advisor talking them through products.
We offer our customers an unrivalled product assortment and the best service we can.

We believe that it is only through dealing honestly with customers that we can earn their trust and loyalty. We provide great quality, safe products and help our customers make informed choices about the products that they buy.

As co-owners of our business, our Partners take pride in providing great customer service and through our 'omni-channel' approach to retail we offer customers flexible ways to shop with us.  We listen to our customers and make use of insight to understand what they want and how they shop.

We take seriously our responsibilities to our customers and are committed to helping them live healthier and more sustainable lives.

Sustainable Living

Just as we work towards a more sustainable way of doing business, we aim to help our customers to live more sustainably as well through a range of initiatives.

Find out more about Sustainable Living

Living Well

Through our Living Well Pillar of the Waitrose way we provide customers with support, advice and products that help them to make informed choices about the products that they buy.

Find out more about Living Well

Championing British

Local sourcing, traceability and supporting industries close to home are important to our customers and central to our approach. In 2014 John Lewis sales of UK sourced products was £584m – an 11% increase on the previous year.

Find out more about Championing British

Product Safety

Our technical teams in both Waitrose and John Lewis follow robust product standards to ensure that our products are safe and of great quality. We focus on prevention; however, if an issue is identified with one of our products then we have established withdrawal procedures in place.

Find out more about Product Safety