John Lewis has announced plans to close in-store gift wrapping and foreign exchange services across dozens of its department stores, putting 200 jobs at risk. The 36-strong chain began a consultation on redundancies for workers affected by the proposed closures, which are expected to take place this autumn.
Details of the Proposed Closures
The retailer plans to shut down bureau de change services in 30 stores and specialist gift wrapping desks in 25 stores. A John Lewis spokesperson said: “Our customers are increasingly buying the broad range of currencies we offer online, and enjoying the convenience of having this delivered directly to their home or collecting it at one of our shops. As we focus on modernising this proposition to meet our customers’ changing needs, we’re proposing to close our in-store foreign exchange bureaus as well as our gift wrapping service.”
The company added: “As a result, we’re regretfully consulting with partners who currently deliver these services. This isn’t a decision we’ve taken lightly, and we will support impacted partners throughout the consultation process and support redeployment where possible.”
Impact on Customer Service
John Lewis has long been known for its strong customer service, ranking second behind Nationwide in the UK Customer Satisfaction Index published by the Institute of Customer Service this week. However, one staff member told the Guardian: “They are removing the area of the shop that John Lewis claims they stand for.”
The company stated that the customer service desk areas will be repurposed for other uses, and the vast majority of queries are already handled by shop floor assistants, who would continue in that role if the closures go ahead. Customers would still be able to order currency online for home delivery or in-store pickup.
Broader Cost-Cutting Measures
In March, the John Lewis Partnership, which also owns Waitrose, said it would continue to seek operational efficiencies, including more use of electronic shelf labels and AI. Last year, the parent group cut 3,300 jobs, reducing its total workforce to 65,700. About 1,500 of those roles were from John Lewis department stores.
The company has closed stores, cut jobs, and abandoned plans to build and rent homes above its stores to trim costs. In March, it paid an annual bonus to workers for the first time in four years after underlying profits rose by 6%. Each worker, including the chair, received a bonus equivalent to 2% of salary.
