John Lewis Puts 200 Jobs at Risk as It Plans to Close Gift Wrapping and Currency Desks- John Lewis has announced plans that could put around 200 jobs at risk as the retailer considers closing its in-store foreign exchange bureaux and specialist gift wrapping services across its department store network.
The 36-store chain has begun a consultation process with employees over potential redundancies as it reviews the future of the services. If approved, the changes would see currency exchange desks closed in 30 stores and dedicated gift wrapping services removed from 25 locations. The closures are expected to take place in autumn, although John Lewis said no final decision has been made.
The move marks a significant shift for a retailer that has built its reputation on high levels of customer service and personalised support on the British high street. The company has traditionally positioned itself as a department store offering more than just products, with services designed to provide customers with a premium shopping experience.
Concerns over the planned changes have been raised by some employees, who argue that removing dedicated service desks could put additional pressure on shop floor staff. One worker told The Guardian that the changes risked reducing the personal service that has long been associated with the John Lewis brand.
The employee claimed that staff were already dealing with a high volume of customer enquiries after the company’s call centre was unable to resolve some issues, and warned that adding further responsibilities to existing teams could increase workloads.
However, John Lewis has rejected claims that the changes would damage customer service standards. The retailer said its independently measured customer satisfaction, loyalty scores, and employee satisfaction levels had all improved compared with the previous year.
A John Lewis spokesperson highlighted the company’s recent performance in the UK Customer Satisfaction Index, where it ranked second overall behind building society Nationwide and remained the highest-rated retailer in the country.
The company said the decision to review the services was driven by changing customer habits, particularly the growing popularity of online foreign currency purchases. Under the proposed changes, customers would still be able to order foreign currency through John Lewis online and choose either home delivery or collection from stores.
“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,” the company said.
John Lewis added that it was looking to modernise its services to better reflect how customers shop today. The retailer said the consultation involved the employees who currently provide these specialist services and described the potential job losses as regrettable.
The proposed closures come as traditional department stores continue to adapt to changing consumer behaviour, rising operating costs, and the growth of online retail. Many high street retailers have been reassessing in-store services as customers increasingly use digital platforms for transactions that were once carried out exclusively in physical locations.
For John Lewis, the challenge is balancing efficiency and modernisation while maintaining the customer-focused identity that has helped define the brand for decades.
The retailer, which operates under a partnership model where employees are known as “partners”, has previously undergone restructuring efforts as it responds to shifts in the retail sector. The latest proposals highlight the wider pressure facing department stores as they seek to remain competitive in a rapidly changing market.
If approved, the closures will represent another step in John Lewis’s transformation of its high street operations, with greater emphasis on digital services while reducing some traditional in-store offerings. 10 Facts That Explain Why Data Is the New Global Currency | Maya
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