Lowe’s Companies is expanding a new self-service option for customers picking up online orders at its stores.
The home improvement giant plans to install pickup lockers at all its 1,700-plus U.S. stores by the end of March 2021. The self-service lockers are already in place in select Lowe’s locations, including Charlotte, Philadelphia and the tristate area of New York, New Jersey and Connecticut. In the coming weeks, the rollout will expand to Florida, Washington and Texas. Lowe's plans to have the lockers installed in most major metro markets by Thanksgiving.
Lowe’s is leveraging the retail locker solution from package management technology provider Parcel Pending by Quadient. Here’s how the system works: After a store employee 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 employee, or engage with a touchscreen or keypad.
Lowe’s has been working to re-energize its business, including enhancing its digital operations, under the direction of CEO Marvin Ellison. In a recent statement, Ellison said as Lowe’s pivoted to serve increased demand during the first quarter of 2020, its online sales increased 80%.
"Our number one 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 VP 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."