Have been having on-line orders for a number of years; mostly very good experience and have been recommending friends. NOT ANY MORE. Early March ordered £76 worth of food on-line for delivery. Delivery subsequently arrived; items worth £62. After numerous communications with "Customer Service" to date no refund has for items not delivered. On the odd occasion this has happened in the past, there has been instant refund, following delivery driver amending order; not any more. If the transaction process was easy in the past, there cannot be any reason why it is difficult to make changes now - apart from the fact that the system is not working and has not been working for some time. Not using Waitrose for on-line shopping; will only visit local store occasionally for the odd item. Sad ending