Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.62

2.6 Rating 665 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 665 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 76%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.9 out of 5

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

“Waitrose doesn't seem remotely concerned with my shopping experience. It definitely wants my money. It does its best to entice me, with vouchers and coffee and special offers, but none of this is meaningful in the face of the constantly ambivalent, apathetic and often dismissive attitude of its staff. I'm sorry; its "colleagues". (Is this term intended to encourage shoppers to adjust their expectations of the individuals who pack shelves, man tills and answer general product queries?) In my local store - Fulham Broadway - there are three really lovely staff members. These three make a huge effort to enhance the client experience and offer good "old-fashioned" customer service. You know, the kind that ensures a "Good morning", or "How are you today?", or even "I'm so sorry you had to pull all your shopping out of your many bags and rescan them on the handheld self-scanner, for the 4th or 5th shop in a row for no fathomable reason!". That kind of service. Where you're made to feel that you are important to both employer and employee. I used to love shopping at Waitrose (the service was outstanding, without fail), but I hate it these days. In fact, I've moved across to Abel & Cole for home-delivered, honestly-ethical produce, and I reserve my Waitrose shop for those necessaries that I can't find elsewhere. If only there was a Sainsbury's (or, frankly, any other store, so conveniently placed, I would happily switch tomorrow).”

Helpful Report

Posted 2 years ago

“I am lived I am lived, with Waitrose. I consider myself a loyal customer of Waitrose, not just for good customer services at store also for the quality of products. I do my weekly shopping at Waitrose in stores and once in awhile online. On my last 3 order last 3 order there were items missing and the person whom packed my order give items which was about expired. And the driver was alway late. I never complained about it because, I said to myself, people at the store are so nice and helpful very time. Plus if you can’t finish the food, you can gift it. However today that all changed. I delivery schedule between 1pm to 2pm, 2:15 my order didn’t I called Costumers Service asking how long will it take until I get my shipping, I was informed I was the next person in line and my shopping would with within 10to15 minutes. (Around 2:30pm) At 15pm I called again asking what is going on, and the customer service person said let me have a look for you. Few seconds late she said oh your is naked as complete. I got very confused and ask how can it be completed if I didn’t received the items?🤔 She replied let me get in touch with driver and someone some where she will call me back. How long will it take I ask? She was honest I replied I don’t know 🤷‍♀️ but I will get in touch as soon as I hear back from them. 45 minutes later I called again, is there any update, do you how it take will I receive my shopping today? She responded well I don’t know, if you want I can ask them to cancel your order and you go ahead and buy what you need! Very nice of you thank you, but I want to know what happen, you cannot just cancel the order without any explanation or apology for waiting my time. She replied yeah we will get back to you after the investigation. What about shopping? No attempt to try and reschedule my order? Now I am left with the items I paid for? Date of experience: 03 October 2023”

Helpful Report

Posted 2 years ago

“Waitrose ready meals: Indian Prawn Mango Masala! Devoid of flavor, very, very watery and tasteless ALSO a victim of “shrinkflation”! Waitrose under its current leadership is gong downhill fast! A once loyal customer! Plus a lot of middle aged female staff very surely and unsmiling! NOT a good advart”

Helpful Report

Posted 2 years ago

“Pack of 2 lightly smoked miniscule salmon filets £8.50 , really???”

Helpful Report

Posted 2 years ago

“I wanted to order 12 boxes of Waitrose Summer Rose, Lemon & Sherbert Cupcakes. & 6 boxes Waitrose Chocolate Cupcakes from my local store for a birthday party in 1 weeks time. I was flabergasted to be told this could not be done. Why would any business turn down such an order. Scared to try Click and collect because I assume they would just select from stock on the shelves and there would not be enough”

Helpful Report

Posted 2 years ago

“I've been an online delivery customer of this company for eight years. In all of that time Waitrose has never bothered to connect up their stock system with their website. Result? You sometimes don't get the product(s) you ordered. In the last two to three years that regularity of having items missing has increased. So I'm coerced into setting 'substitution items'; something i'd have in place of an item that's missing. Then they decided to charge £3 for delivery. The pickers used to have some intelligence i.e. a missing lettuce would be replaced with an iceberg lettuce. Then last week they delivered my order, minus SIXTEEN bottles of ale i'd ordered for a bbq. 16. NO substitution was offered (they do single bottles and cans), but they substituted the lettuce! Then i find Waitrose have CLEARED all the substituion data i'd entered; no indication / apology. And no apology or follow up from the missing ales. This is about complete lack of customer service. And saving their money. Well, you won't be getting any of mine in the near future. Adios Waitrose.”

Waitrose 1 star review on 13th July 2023

Helpful Report

Posted 2 years ago

“Disgraceful on line shopping from Enfield warehouse I went to open my potatoes to roast and my fingers just slide straight into mushy potatoes that had a 4 day expiry date. I phoned immediately fuming aswell I got a refund and apology but no voucher for the inconvenience of now having no potatoes for 2 weeks as I do fortnightly shopping. What is up with all these chain supermarkets. They are happy to rip you off and grab your money but no longer give you a 5 or 10 pounds voucher as an incentive to come back. Well that ships sailed I'm going to my local butchers farmers and locally sourced vegetables. I did a couple months ago and the tomatoes were huge and really tasty I should have learnt but I definitely have now. Next year I start to grow my own vegetables fed up with rip off Britain and lack of care from customer services. I think they get a pay incentive not to give out vouchers in my honest opinion.”

Helpful Report

Posted 2 years ago

“Just done my shopping in Willerby waitrose I couldn't believe if you want a takeaway coffee you have to buy a cup to put it in choice was a long lasting cup £4 or a plastic thin thing for a pound on top of the price of your coffee discusting”

Helpful Report

Posted 2 years ago

“Visited my local Waitrose in Hythe, Kent this morning. Purchased a lovely, very expensive bunch of tulips and asked for them to be wrapped. Wrapping flowers in pink tissue is a standard service . Told by a surly supervisor that this service was no longer available. Such a pity that Waitrose continues to withdraw customer services and take away the niceties that make the store worth visiting!”

Helpful Report

Posted 2 years ago

“I live 10 miles from my nearest Waitrose @ Weston Super Mare,we called in for Coffee/sandwich cake yesterday Sat 25/03/23. Coffee was gd. Cake & Sandwich poor. Loaf cake lemon,dry. We purchased Hot Cross Buns B.B.29/03/23. They were dry....hardly any fruit, ate one each & binned the rest. I want no refund or compensation. Just think you should know. Living 10 miles from store I'm not prepared to return again. If you go into WSM store & try the hot Cross buns that are still on the shelf you will know this review is genuine.”

Helpful Report

Posted 2 years ago

“Sorry for this bad review but I could let it go without saying anything ! Very bad customer service at the cafe point at beckenham brunch ! Lady behind the till called ( Amber ) was very badly behaved and intimidated my little boy when he asked her to warm the scone again! He can to the table and vas very upset and I had to go to the till and ask her again to warm up the scone and she just through the scone on the table and even asked her colleague to witness the re-warm up of the scone , after putting on a show as well, I couldn’t believe it !! Should be working in public sector if she hasn’t got the manners .”

Helpful Report

Posted 2 years ago

“Visited waitrose in Stamford uk, seen the signs new great lower prices. 09/03/23 What a joke everything was up about 15% Must be some reverse psychology stuff, over priced bs. Went Aldi in Stamford instead, what a lovely shop, brand new. Even my 85 year old mother liked it.. Waitrose get a grip, profit driven for the share holders and dumb snob that know nowt. boycott it.”

Helpful Report

Posted 2 years ago

“Went to Waitrose this morning and I thought we had gone back in time to the three day week and power cuts, more than half the lights were out. It was an appalling experience tripping over other customers and staff plus trays of food. Mind you they had tomatoes if you could see them. Put the lights on why make it difficult to shop especially for the older generation or those with sight impairment. Do they care?”

Helpful Report

Posted 2 years ago

“If I could give no stars I would. The manager at the South Woodford Branch who said her name was Faye has no customer service skills whatsoever ..the store is dirty..bread scattered everywhere and poor displays...how they expect people to part with their hard earned cash to be treated in a non caring way is beyond me. ALL I can say is that you need to go on a customer care course and should not be in management !! It would not surprise me if health and saftey close this store down.”

Helpful Report

Posted 2 years ago

“Bought Dates, covered in black mold when opened. Sent photos to customer service. Letter back send more detail plus photo etc? no apology, no urgency, they could poison people. The whole John Lewis group is spinning downwards, they treat their customers appallingly.”

Helpful Report

Posted 2 years ago

“I ordered a turkey, Christmas crackers and fresh bread, plus many other items for delivery on 24.12.22. The turkey was noted as not able to be changed, but nothing else. The crackers did not come, apparently there was an IT issue and they ran out???? The bread did not come, apparently the delivery time of 8-9am was too early for fresh bread????? The moral of this experience, if it's important, do not order online with Waitrose.”

Helpful Report

Posted 2 years ago

“I thought that Waitrose was a reliable store with good customer service, but no longer hold this opinion. I ordered an item from the entertaining section for Christmas, which I incorrectly thought was guaranteed to be delivered. Customers are not permitted to alter orders from the entertainment section after a certain date, guess what? ……Waitrose can! I was sent a substitution, not notified and after complaining was patronisingly given instructions on how to request to ‘refuse substitutions ‘ on online orders! Not good enough, Waitrose.”

Helpful Report

Posted 2 years ago

“If I was allowed I could leave 0 stars to waitrose, mean and xenophobic staff at Waitrose Sidcup for using my vouchers @I was told that the electronic vouchers are universal(by a Bromley manager )!I have been using them for a over a year ,but today they decided that I could not use them because they said it is their decision (even though the scanner accept it them)!I have spent hundreds of pounds last few year in this overpriced store and from today on I am boycotting this store!They made me feel cheap and they were very mean, the store manager and the cashier!I would not ever set my foot in their stores and for sure spread the news on every platform!People don't you ever buy anything from this store ,they don't deserve your money!”

Helpful Report

Posted 2 years ago

“Christmas vegetables from the Christmas goods at waitrose cost over £30 on 22nd dec. Not a problem until I went to cook them on 25th (Christmas day) only to find they went out of date on 23rd. Not good enough. Inflated prices for unsuitable goods. Even Lidl and Aldi are better these days. I will avoid Waitrose at all costs from now on. Thanks for spoiling Christmas Dinner, you robbing morons.”

Helpful Report

Posted 2 years ago

“Good luck with your christmas order that they have known about since November, half the order had poor substitutions”

Helpful Report

Posted 2 years ago

Waitrose is rated 2.6 based on 665 reviews