Lowe’s Installs Store Lockers for E-Commerce Orders
Lowe’s will install product pickup lockers in all U.S. stores by the end of next March, a further sign of how e-commerce is changing the retail landscape.
The chain said that the addition of Buy Online Pickup in Store self-service lockers at more than 1,700 stores leverages innovative technology to provide a safe, contactless and easier way for customers to collect same-day online orders at their convenience.
As shopping preferences shifted during the pandemic, Lowe's accelerated the migration of Lowes.com to the cloud and rolled out curbside pickup to support sustained online growth. Lowe's said its latest investment will eliminate checkout time for customers and allow them direct access to pick up their orders and get in and out of the store faster during the busy holiday season. The secure, entirely digital experience relies on electronic technology in the lockers that generates a scannable barcode when an order is ready for pickup. Lowe's plans to have the innovative lockers installed in most major metro markets by Thanksgiving.
“Our No. 1 priority is making sure we are keeping things safe for our associates and customers while continuing to provide additional options to make it even easier to shop with us," said Joe McFarland, Lowe's executive vice president of stores. "With more than 60% of online orders picked up in our stores, this gives our customers one more option and the added convenience and flexibility to control how and when they get that order. This is a significant step in our relentless efforts to create a fast and frictionless shopping experience for today's time-pressed customers.”
Lowe's customers can now quickly collect their online orders from self-service lockers near the front of stores in locations including Charlotte, Philadelphia and the tri-state area of New York, New Jersey and Connecticut. After a Lowe's associate stages an online order, the customer receives an automated email notification with a one-time user barcode. The customer then completes the pickup by scanning the barcode at the locker using their smartphone without having to wait in line, receive assistance from a store associate or contact a touchscreen or keypad.
Research suggests that touchless retail services will continue to remain popular with consumers. A recent study by McKinsey & Company found that 60% of U.S. consumers who said they are using Buy Online, Pickup In Store plan to continue using the service even after the pandemic subsides.
Lowe's investment in pickup lockers builds on improvements the company has made to Lowes.com, in-store technology and its delivery network over the past 18 months to support elevated DIY and Pro customer demand.
Parcel Pending by Quadient, the nation's leading provider of package management solutions, is providing the retail locker solution for Lowe's, whose U.S. rollout will expand to Florida, Washington and Texas among other states in the coming weeks.