Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.59

2.6 Rating 687 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 687 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email

About Waitrose:

At Waitrose.com, you’ll find all the quality and value you’d expect, together with the kind of service only Waitrose can offer. Your order will be picked, packed and delivered from your Waitrose branch by our Waitrose Partners – people who own a share of the business, and will always take as much care with your shopping as you would yourself. With a wide range of products and brands it makes it the perfect place to grocery shop

Visit Website

Phone:

1344 42 4680

Email:

customersupport@waitrose.co.uk

Location:

Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell
Berkshire
RG12 8YA

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Waitrose 1 star review on 29th June 2025

Jan Riley

Waitrose 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Hi, I sent you the following email on the 20th (4 days ago) marked for the attention of the CEO and so far have only had the automated response. Is it normal to wait 4 days for a reply from a human being or is it just another reflection of your poor service?? Mark Gleadow Thu, Aug 20, 10:12 AM (4 days ago) to customerserviceteam Hi, Please provide a copy of this email to your CEO for feedback I just wanted to provide some feedback regarding your recent radio advert on the subject of your split from Ocado. I have been ordering from Ocado for most of the 18 years they have been delivering your goods, I cannot shop at Waitrose as there is no store near to me and you don't deliver to my area. In my view Ocado have over the time they have been delivering your goods, not only provided you with a very efficient and reliable delivery service but have also shifted millions of pounds worth of your branded goods on your behalf, and in doing so have grown your brand and introduced millions of people to your products who would not otherwise have access to them. Whilst I understand the economics and appreciate your desire to break away from Ocado (so this is not an email saying how disappointed I am I can no longer get your goods) I do take issue with the flippant and derisory tone of the advert. Ocado have done your somewhat flagging business nothing but good over the past 18 years and to take the tone of 'good riddance we are taking our product with us' is frankly disgusting. It is also a snub to customers like myself who now cannot access your products. It is petty and small minded in the extreme. An advert which said we are grateful to Ocado for the partnership but are now in a position to provide a wider delivery service ourselves would have been far more appropriate. The John Lewis partnership as a whole looks to be in serious trouble, with stores closing and a 2 star rating on reviews.co.uk, and equally poor reviews on Trustpilot, I know this is the case as I recently reviewed my horrific experience trying to get a dishwasher repaired that was purchased in September 2019 and has taken me 4 months and several letters to even get someone to acknowledge the issue, with one agent telling me on the phone it was not his problem. So now to be lashing out at the very hand that feeds you, leaves a pretty bitter taste in my mouth. Needless to say for the limited time you have left with Ocado I will no longer be purchasing Waitrose products, nor will I visit your stores to purchase wine when I do happen to be near a store, and neither will I make the mistake of shopping with John Lewis ever again either. I have however just renewed my smart pass with Ocado and look forward to sampling the many wide and varied new products they are introducing to replace your products as well as the vast range of Marks & Spencer St Micheals branded products. I may be one person, but I am sure I am not alone. It may surprise you but for the most part Ocados service standards are extremely good, and far exceed your own, which can clearly be seen on the major review aggregate sites. Also Ocado customers are extremely loyal, so when a failing upstart brand with poor service standards feels the need to take to the airwaves to say 'we're leaving' I am afraid most Ocado customers will think good riddance to bad rubbish. Regards Mark Gleadow”

Helpful Report

Posted 6 years ago

“Tasteless. Cheese is far too mild for a pizza. Not what's expected from a brand like Waitrose.”

Helpful Report

Posted 6 years ago

“* Witney Waitrose today. * Ethnic minority profiling. * Prejudice against the ethnic minority. * Ethnic discrimination. * A hostile and aggressive environment towards ethnic minority customers. My foreign accent betrays me and at this point (when I talk) abuse starts. If I was born in this country and spoke English as my first language I would not have been treated so appallingly by elitist Witney Waitrose Customer service "partners". * Awful Customer Service. The moment they sense a vulnerability they opportunistically bully and harass the customer instead of acknowledging customer's concerns in the first place. * I did not see a member of staff wearing a mask this afternoon. They were ignoring social distancing and they have invaded my personal space. Also, they were handling (using many different hands) repetitively my food items without my consent. I was confused and shocked. * Do you have alcohol!?" she (the young overzealous Customer Service "partner") demanded. She kept talking at me as if I were somehow obliged to do as she said. * I used to do 2 or 3 separate shops in one trolley, during the whole lockdown and continue. * I was singled out and followed by one guard in particular (short stature, dark greasy hair, dark eyes, reddish small face, offensive after shave aura) for constant and encroaching observation. * that had no justifiable basis and yielded no valid results for the guard. All he knows is that I am a foreigner. I got used to him staring at me at a self check out point for weeks. I always felt uncomfortable and tried hard to concentrate on paying for my shopping rather than complain to the ineffective any way Customer Service "partners". Horrible horrible horrible and so creepy! * Guards appear to have no clue about respect, kindness or human relations. * I was shaken by the ordeal and felt sick. * I was humiliated and distressed by the experience at Witney Waitrose today and will be filing a complaint with Waitrose Customer Care via email. * Shame on you Waitrose! * Stand up for yourselves Customers! Record and share all your experiences in Waitrose!”

Helpful Report

Posted 6 years ago

“Initially shopped in Lidl Cardif & then in Waitrose next door in Cardif. The difference in cost is so excessive that I will NOT shop in Waitrose again ! Sheer Profiteering”

Helpful Report

Posted 6 years ago

“16 items near sell-by date just 1-2 days left, on more than one home delivery shop. Quality of chilled & fresh gone down considerably this year. Also very few slots available for those self isolating. Sadly a big thumbs down for Waitrose”

Helpful Report

Posted 6 years ago

“Wedding anniversary today, obviously not too keen on going out, decided on buying a nice piece of pork and making a Sunday lunch with all the trimmings. Purchased a pork loin joint and set to cooking. After nearly an hour and a half sampled it, hmm, bit chewy, give it a little longer... This was the worst, most tasteless, chewiest piece of meat we've eaten in years, we've wound up throwing almost half of it away, Just dreadful.”

Helpful Report

Posted 6 years ago

“Very fatty sirloin steak delivered again today! Same as my previous order so fatty. I put a note on the order for the shopper asking for lean steaks as my last order were very fatty and no notice was taken. Bananas were badly bruised. Poor quality from Waitrose”

Helpful Report

Posted 6 years ago

“I am disabled and use two walking sticks to get around. Went to my local waitrose and queued. About 5 people in front of me. Arrived at front of queue. The security beckoned another person waiting in the over 60's queue to go in. Another time I've waited behing 8/9 people. Only to have someone let in on front of me. This company simply doesn't care about disabled customers. I will be shopping elsewhere”

Helpful Report

Posted 6 years ago

“Rotten avocados, no antibacterial spray at the entrance , kitchen roll on the ground near the front door ! Gerrards Cross Waitrose”

Helpful Report

Posted 6 years ago

“Waitrose are the worst online grocers in "normal" times but during the COVID crisis it has excelled itself in terms of lack of service, availability and interest in customers. WAITROSE IS RUBBISH.”

Helpful Report

Posted 6 years ago

“My very first on-line order last week - goods near use-by date in some cases not very fresh, especially oranges, and the packet of pepper and nutmeg chipolatas were mouldy. I e mailed my complaint and got a very impersonal reply, not even taking into account that I may be self-isolating, which I am! Quality of Waitrose has gone down in more ways than one!”

Helpful Report

Posted 6 years ago

“I have been a weekly shopper with Waitrose and a loyal John Lewis customer for years. This will no longer be the case after my recent experiences of shopping at Waitrose. It has taken much longer to respond to in-store precautions than other supermarkets and its sanitising procedures are still well short of reasonable expectation. The staff, drafted in from other stores, are often rude and intimidating. While appreciating the pressures created by the current situation, there is absolutely no justification for this and the contrast with the pleasant attitude of staff in other supermarkets is very marked. Frequent emails are full of empty promises about the availability of delivery slots, especially for older, vulnerable customers causing huge anxiety for my 86 year old house-bound mother. On the one occasion when I was able to book a click and collect slot (obtaining a home delivery is impossible), the number of inappropriate substitutions and unavailable items made it a pretty useless endeavour. Waitrose seems to be living off a reputation which is now quite undeserved.”

Helpful Report

Posted 6 years ago

“Waitrose gives priority slots to those on the Government’s vulnerable list, which excludes disabled shoppers. I am over 70, live alone and cannot walk. Although I have shopped with Waitrose online for years, I can no longer get an online shop, as I am not on the Government’s vulnerable list. When I rang Waitrose to enquire about priority shopping I was told I would be contacted by Waitrose as I should qualify on the basis of age alone. I have received no communication, nor is there any provision for age details in their registration section. Surely it would be easier and safer – rather than depending on volunteers - to allow disabled and the elderly online slots also and give some consideration to those for whom it Is physically impossible to get to the shops, alongside those on the Government’s list – who already qualify for assistance on the basis that contracting Covid 19 would pose a greater health risk.”

Helpful Report

Posted 6 years ago

“Why is Waitrose giving their customers completely wrong information for Click & Collect from their stores? They are measuring the distance from the account holder's postcode to the shop "as the crow flies" ... not as the road takes you, which is careless in the extreme!”

Helpful Report

Posted 6 years ago

“I would like to chance to make a comment on your home delivery. I have been a loyal customer of both Waitrose and John Lewis for over 20 years. I am lead to believe they are sorting out elderly customers from their data base. Rubbish, I have been trying to book a slot for over 2 weeks, their data base should have shown them that I have not shopped inn store for over 3 weeks but no contact has been made. When do they return the loyalty back for having shopped with them for so long. Very disappointed and disheartened with Waitrose. I wouldn't mind if I could get to talk to anyone but all communication ends in the same email replied and no answer on the phone. My husband in the the 12 weeks isolation group along with my mother who is 84 and lives alone, so am not happy to go out. What I am suppose to do.”

Helpful Report

Posted 6 years ago

“Profiteers. Will NEVER visit Waitrose again.”

Helpful Report

Posted 6 years ago

“I need therapy to get over this Chandlers Ford East visit. Very upsetting. I Wanted three items. Arrived early in morning OAP hour and queued and told by Intimidating door security guy that I could not go in without a trolley. There was no sanitiser to wipe the trolley. He said that the trolleys had already been cleaned. I said I did not want a trolley as I only wanted three items. I never use a trolley because of Coronavirus. He said well you cannot come in then. I went through the door with a trolley as instructed and saw a dirty till receipt in the trolley. I said this one has not been cleaned. He said we only wipe the handles. The trolley was dirty. I picked up my three items and had to put them in the dirty trolley . I Saw two suited managers as I went to pay and said I was not happy at being forced to use a trolley that was not clean. The manager quickly took the rubbish out of the trolley. He said quite discourteously ‘what do want me to do’ He refused to get me any sanitiser. I felt my hands were contaminated. He said there was hand gel in the toilet which meant more hygiene disruption. I walked to the self service till with him following me. He was arguing the whole time saying that none of our other customers complain. This is so completely the wrong thing to say. He said that I did not have to shop there. I am a local and the mere fact that I had shopped there for 20yrs did not seem to matter probably from when this manager was still in nappies. I kept asking him to leave me alone and to stay away as I did not want him less than 2metres away. I said none of the other supermarkets treat their customers like this. I told him that all other supermarkets have had sanitiser at the door for weeks. He kept arguing saying no they don’t. I asked him if he had been in Asda Or Tesco recently. he said he had three days ago and didn’t notice any sanitiser. Well I thought so much for a floor manager who is in charge of helping to prevent customers and staff from catching Coronovirus and does not use sanitiser. He kept still kept arguing and was quite aggressive. He stood with his back at the glass window still arguing. He watched me struggle with my bananas as the scales would not work. I was shaking with upset. I Kept away from him. He deliberately intimidatingly watched and waited for me to finish paying and as I went out I had to walk past him. I could not wait to get out of there. He then shouted at me and lied that I was abusive and hounded me out of the shop chasing me from behind making me feel very uncomfortable shouting at me so that all the staff and customers were watching. I thought he was going to hurt me. I felt he tried to take away all my dignity.I never turned round but kept walking with dignity. He kept following me shouting he wanted me to leave the shop. His behaviour was embarrassing. I spotted some sanitiser hidden at the side of the customer service. I grabbed a squirt if that’s but he came right up to my intimate space and tried to grab it to stop me using it. This squirt of sanitiser could have been the one thing stopping me getting the virus. This is nearly a week ago now and I am still very upset. I had immediately put a complaint in to customer services but nothing was done. I don’t think they believed me and weren’t really interested. There response implied they were more interested in me writing a good rating for there response so I could be entered into a prize draw as a way of saying thank you for bringing the incident to their attention. Just to say I am an NHS hospital front line worker and have been for 40yrs. This manager needs a lesson In how to treat customers and get over himself. He should not be allowed to intimidate, humiliate and bully female vulnerable customers in this way. I suppose the moral of the story is to not dare to criticise the supposed wonderful Waitrose for fear of reprisals from an intimidating bullying rude floor manager. It is hard for the NHS when people like him and Waitrose have so little respect for people who are saving lives. I will never ever shop at any Waitrose or John Lewis again. The treatment I received was appalling. It will take me a long time to get over this.”

Helpful Report

Posted 6 years ago

“Hi - me again. It might help people to know that Sainsburys have been giving an excellent delivery service to young and old during the past week. Their system only allows you to order one or two days prior to the date of delivery, thus a good chance you will get your order. They also text you re your updates and advance notice of your delivery. OK this service may not always be as good but I say speak as you find. Waitrose cannot dine on its' past historical excellent service! We are all leaving the sinking ship.”

Helpful Report

Posted 6 years ago

“Ordered 3 weeks ago. 13 items unavailable and 9 substitutes - being told on the delivery date. Unavailable items included toilet paper and fresh fish which has strictly 7-9 days order policy. The next available delivery is on the 29 of April. Indeed this encourages stock piling behavior!”

Helpful Report

Posted 6 years ago

“Very angry to be told on the delivery day no milk or toilet tissue. This sort of service generates stock piling.”

Helpful Report

Posted 6 years ago

Waitrose is rated 2.6 based on 687 reviews