John Lewis is this week starting to offer a repair service in selected stores as part of a new trial in conjunction with Timpson Group-owned Johnsons.
The department store chain’s customers can bring garments, accessories, and a selection of homeware back to life through the in-store repair service – beginning today (22 July).
The trial will run in John Lewis branches located in Oxford, Liverpool, Cheadle, Milton Keynes and Welwyn.
John Lewis said it will aim to learn what customers want during the 16-week repair service trial – such as the type of things customers look for, the most repaired garments, and the demographics of customers seeking the repair service. A decision may then be made around rolling out the proposition to more stores.
The retailer said it will allow consumers to repair multiple goods, suggesting to them they might want to revive a wedding dress, restore the zip on a luxury bag, or adjust a pair of curtains. Repair, alterations, laundry, dry cleaning and more will be offered through the new service, in line with Johnsons’ traditional offering.
John Lewis’s commercial director, Kathleen Mitchell, remarked: “Our customers come to us for fashion and homeware that’s well made and will last – and this just takes that mentality and service one step further.
“We want to help them extend the wear of their fashion items and have the option to bring those much-loved items back to life – whether they are hanging by a thread or just need a simple stitch or two.”
She added: “Teaming a new, crisp white linen shirt with a pair of much-loved denim shorts gives our customers the opportunity to extend the lifetime of their favourite wardrobe staples, for years to come.”
Earlier this month, Timpson was ranked number one in the Institute of Customer Service’s Customer Satisfaction Index, which ranks organisations of all types for their ability to keep consumers happy through strong levels of service. John Lewis came third, just behind Nationwide Building Society.
Will Lankston, managing director at Timpson Direct, commented: “Alterations have always been one of the core parts of our business and we have been seeing this increase over the past few years as more customers are conscious about the environment and are wanting to repair and bring back to life some of their well loved garments and accessories.
“Our service is well established within the industry and we have an excellent team of specialists who undertake all our work and take a real pride and passion in all that they do. We look forward to working with John Lewis on developing this service over the coming weeks and months.”
Prolonging the life of clothing is a key pillar of those advocating for a circular economy, and John Lewis said its research shows nearly half of consumers view a lifespan guarantee to repair or replace any item as the most appealing additional service they would like to see offered by the retailer.
Read more about retailers launching repair services on Green Retail World
[image credit: John Lewis]
