John Lewis and The Floor Room have announced an exclusive partnership, to create an exciting new fitted flooring offer across the retailer’s department stores and online.
Under the agreement, the flooring specialist will take over responsibility for all of John Lewis’ fitted flooring, from customer consultation to installation.
Customers will benefit from a quicker, more convenient service. They’ll also be able to shop from a high-quality, larger range with new brands, across The Floor Room’s full range of engineered wood, laminate, luxury vinyl, wool and man-made fibre carpets.
The move will also bring in-store investment, with The Floor Room installing innovative and visual new showrooms, to offer customers even greater inspiration.
New dedicated consultation areas will create a destination for aspirational interior design and encourage shoppers to make flooring central to their interior schemes.
Faster consultations and installations
From consultation to fitting, customers will benefit from a much quicker service.
The Floor Room will offer virtual design appointments alongside in-home and in-store appointments, as well as a nationwide fit and measure service.
Online consultations will be offered as quickly as the same day, while in-store and at home appointments can be offered from one or two days respectively1.
In addition to quick consultations, fitting lead times will be reduced, with hardwood flooring and carpets installed within as little as three to four weeks, from the consultation.
Digital experience
Branches will feature digital displays, including handheld devices, with integrated technology with the aim of offering customers a paperless service.
For customers keen to get a hands-on experience, some concessions will also feature The Floor Room’s innovative vending machines, offering a fun twist of traditional takeaway samples.
Richard Ambler, director for home services for John Lewis, said: “We’re in a unique position when it comes to home design; we’re a trusted destination for inspiration for our customers – and nobody else offers what we can, all under one roof.
“But flooring has evolved – it’s become more technical with even more choice. Partnering with The Floor Room helps us supercharge our offer, creating a business that not only inspires customers today, but is set up to thrive in years to come.
“It’s a big leap forward for us, with customers front-and-centre of our decision. As well as unlocking investment in our stores, the move will provide an even quicker and more convenient customer experience, alongside even greater choice.”
An independently managed part of Nestware, Europe’s leading flooring retailer, The Floor Room brings a focus on style, quality and customer service – currently showcased at its flagship branch on Tottenham Court Road, London.
Jeanette Hopkins, general manager of The Floor Room, said: “We are putting the customer at the heart of our story. We offer a physical and digital space to encourage creativity and turn their ideas into a reality.
“We are excited to be working with many brands and suppliers to bring new and inspirational flooring choices to the John Lewis customer.”
Through the partnership, The Floor Room’s physical presence will grow significantly, with concessions across John Lewis’ 34 department stores.
With The Floor Room backed by industry-leading expertise and systems, the move will also significantly improve the customer experience – offering a quicker and more streamlined service.
It’s not the first time that John Lewis has looked to concessions to improve its customer experience, with the retailer having successfully introduced a number of partnerships – including for its beauty brands and in-store hospitality.
Ambler added: “We’ve long said that we’ll consider strategic partnerships, where they allow us to offer an even better customer experience, and The Floor Room is an ideal fit.
“Our beauty brands, for example, attract customers for miles around – and we’re excited to replicate this sense of being a ‘go to destination’ in flooring.”
The transfer will take place on a phased approach, as The Floor Room opens concessions in John Lewis branches between October and December 2023. It will also assume responsibility for all online orders made from mid-October.
