John Lewis’s mobile site stocks everything available on the website, including high-end items such as TVs and sofas.

The site keeps things simple, showing 11 categories to drill down from on the main page. Each page has an image at the top to ensure it’s not just text, but not so large that they slow down load times on 3G. The search box works well.

Returns policy
As per distance selling regulations, you can get a full refund if you notify the company within seven days of receipt and items are in resaleable condition. However, it took a few clicks to find the page that had this information, with a couple of dead links along the way.

Customer service
As you’d expect for John Lewis, the customer services page is vast. It covers everything from how to use the site to how to track orders. Various contact methods are listed, while a contact number appears at the bottom of every page.

Free for orders over £30, otherwise £3. I selected a Saturday slot but missed the delivery. Rather than me having to pick it up, John Lewis sent a second delivery a few days later, which was above and beyond their obligations.

The bottom line
Mobile commerce is still a very new concept, but with retailers like John Lewis committing to it and delivering such a great experience it won’t take long for the public to be convinced.

Score 4/5


Published 10 February, 2011 by NMA Staff

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