Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.63

2.6 Rating 653 Reviews

37 %

of reviewers recommend Waitrose

2.6

Based on 653 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 76%
Accurate And Undamaged Orders	Greater than 79%
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 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Waitrose 1 star review on 4th March 2024

Katya

Anonymous

Anonymous // 01/01/2019

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

“The ‘new experience’. What rubbish. I just cannot be bothered with this. Without my Saturday paper I’ll happily shop elsewhere (where prices are lower anyway)”

Helpful Report

Posted 3 years ago

“The new Waitrose offer fails totally for me. 1) Did they have to steal the Lidl voucher system? 2) My offers were random things I’d bought in the last 6 weeks, 2 almost identical products and NOTHING i was planning to buy this week. 3) Shopping is my phone free time - I want to SHOP and look for nice things to buy to prepare meals or to enjoy eating - I should not need my phone for that. I had a routine to do a shop on Saturday and the free paper was a treat to read afterwards - I can get a better and more complete shop elsewhere (I often had to supplement the Waitrose shop anyway) so all I can see is about £2000 annually going from Waitrose to competitors. It’s the dishonesty that is annoying - just admit the offers are too expensive to run - coffee/tea I never had either while shopping but the crappy algorithm that picks the offers is just hopeless for me.”

Helpful Report

Posted 3 years ago

“Worst possible service from Waitrose. They call themselves a luxury shopping experience. It’s a joke! Booked delivery today between 5-6pm, I came home around 445 to find driver waiting outside , got out of car and he had driven off without offloading. Delivery hadn’t arrived until 6pm, called customer service who investigated and said sorry driver tried to deliver no one home!!! I had been home since 445 and NOONE had come to deliver, I can prove it on my ring doorbell. All I got was apologise we will attempt to deliver tmrw! Mo time slot offered , just it will come when we are free and able to deliver . I have no groceries and 2 small children in the house whom I have have to drag out now in order to buy milk n bread for tomorrow. Was Offered a voucher which I politely declined. They really don’t care and pretend they are up there high in market when service from Tesco/ Sainsburys is far better. DO NOT BUY FROM WAITROSE”

Helpful Report

Posted 3 years ago

“Sidcup branch - good quality products but dear oh dear the service and management is poor. I raised several serious concerns about it with head office and they do not have the decently to investigate or offer anything than a cut and paste reply. It really doesn’t take much to show an unhappy customer you care and want to put things right, but that seems beyond Waitrose. I won’t be going near Waitrose again until they start to offer a level of service that is acceptable.”

Helpful Report

Posted 3 years ago

“Really surprised and disappointed at the free newspaper offer - getting a Guardian when I spent £10 definitely made me shop at Waitrose (despite the generally higher prices) - sadly this will send me elsewhere - when times are tough, Waitrose need to encourage loyalty more than ever as they are premium - less and less reasons to go there sadly.”

Helpful Report

Posted 3 years ago

“I have been a loyal customer of Waitrose for years. It became a weekly routine - the Saturday shop and the free newspaper. I never ever bothered with a coffee but that was my choice. I have now received the leaflet providing the alternative method of rewarding loyal customers. I haven’t a clue. Something about logging in and finding 2 special offers. A bar code. No thank you. I’ll get my Nectar rewards at Sainsburys and subscribe to the Times. Waitrose what were you thinking. I will not be using my card loyalty card. I am no longer loyal”

Helpful Report

Posted 3 years ago

“So..the new Better than ever offer leaflet was delivered. This is just a way of not rewarding your loyal customers. We want to do our shopping and be rewarded simply every now and again for paying the prices that you charge. We don’t want to have to sign in every week to choose 50p off a pack of ham or carton of milk, can get that cheaper elsewhere anyway. I have better things to do with my time, then we are supposed to scan the code lol. It’s a shop not an airport. I might bother to check an offer and scan for a tv but not for 2 measly offers a week. We are loyal for the shopping experience. You are definitely excluding the elderly, those too busy to have to faff around and most of your customer base who aren’t young and tech savvy or tech bothered. Your average customer isn’t young. Still, You won’t need to give as many rewards now. What a waste of my time having a card. Honestly as a loyal customer for 45 years(and I am tech savvy)this is really poor show. Who dreams this stuff up. Just do the right thing by us all and don’t make this a boring chore.”

Helpful Report

Posted 3 years ago

“The new customer offer is complicated and frankly not worth the bother. Instead of shopping regularly at my local store, whose staff I have got to know well since the place opened here in Sidcup, I shall just pop in to get the odd bottle of milk and maybe some porridge oats or goods that are marked down. A huge disappointment. Why introduce something without consulting the customers?”

Helpful Report

Posted 3 years ago

“Having been a customer for many years for a weekly delivery. Since the order coming from South Woodford branch . 3 times in a matter of weeks no order arrived . No phone call . Having to ring a number of times to get through to a totally uninterested team . No proper explanation, with arriving at 10pm or next day . Waitrose you are absolute rubbish now . Customer service is nonexistent.”

Helpful Report

Posted 3 years ago

“My first ever order was cancelled due to adverse weather conditions which I wholeheartedly except, what was unacceptable was they emailed me at 17.49 to inform me of the cancellation, the whole country new or the adverse weather conditions 48hrs prior, the items I ordered were for a birthday on the day of the delivery, if they had the smallest amount of consideration they could have sent me the email a lot earlier therefore giving me time to make other arrangements. I will never order with Waitrose again, I should have stuck with Tesco who I may add have been absolutely brilliant throughout the pandemic and beyond. Very bad show Waitrose you need to buck your ideas up regarding your customer service skills to come in line with leading supermarkets. If they had a zero star rating I would have opted for that, 1 star is far too good for you "A very angry customer"”

Helpful Report

Posted 3 years ago

“Completely rude and unhelpful customer service. Missed the delivery slot as the driver did not ring the bell, they called and by the time I was out nobody was there. Called customer service and only thing the woman did was repeating like a parrot “you need to rebook your slot” and then hang up without even letting me speak. Very rude”

Helpful Report

Posted 3 years ago

“Waitrose Gardens online plant service - DO NOT USE . Sent a named Rose to a friend in memory of the loss of her mother , the Rose name being the important part it was delivered with no card naming or describing Rose so could be literally anything . Queried this with Nursery who stated can often happen and it was right rose they failed to understand the importance of the naming of the rose - shoddy lazy poor couldn’t care less attitude - who buys unlabelled goods !?!? I still don’t know if it’s the right one they were full of pathetic excuses 😡😡😡”

Helpful Report

Posted 3 years ago

“Well I have been doing my shopping in Wantage Waitrose for 10 years I had a extremely stressful and horrendous experience with a deputy duty Manager who was rude aggressive and quite frankly a disgrace!!”

Helpful Report

Posted 3 years ago

“Oh My word... I have had an awful visit to the west `ealing Branch. The manager Kevin, he is very very rude. Shame on you Waitrose for employing such a unhelpful and very rude person.”

Helpful Report

Posted 3 years ago

“I just wasted half an hour trying to order our Christmas fare for Xmas dinner...get to the checkout and can't pay without selecting a timeslot to collect food. NO timeslots available from now until Christmas! Same with delivery options. So all that lovely food only made it to my virtual trolley! Phoned the shop.... "nothing we can do because it's SO close to Christmas"....thought it was still November! Silly me.”

Helpful Report

Posted 3 years ago

“Whilst I appreciate the thinking behind going bagless, it is a nightmare for people like us with limited mobility. Having to bend down and carry often heavy bags into the houses gives us pain which lasts for hours. One of us is clinically very vulnerable and we are not prepared to have people in the house. Reluctantly, I'm being driven back to Ocado.”

Helpful Report

Posted 3 years ago

“I am a longtime waitrose customer, and the half shoulder of lamb which I bought was 75% fat which had been recommended by the man behind the meat counter, as he did not have any to sell at the counter. I brought the packaged lamb to him and he said it would be as good as the same that he would have sold on the counter. Just so glad, I hadn't invited any guests for Sunday lunch - tasteless and only enough for just over one serving. Will never risk it again.”

Helpful Report

Posted 3 years ago

“Goodbye Waitrose. Delivering bagless shopping to disabled pensioners isn’t a good idea. One bagless delivery was disastrous and had me a physical wreck and I don’t want strangers walking through to my house to the kitchen to put shopping on the table. I’ve been an online Waitrose customer for years, now I’m shopping with retailers who deliver my shopping in bags or boxes.”

Helpful Report

Posted 3 years ago

“Last Saturday kingsthorpe cafe shop in Waitrose kingsthorp Northampton most Saturdays before paying we have coffee Have capachino with oat milk has I have a dairy allergy also can’t have soya but last Saturday got told no oat milk got soya said couldn’t have soya didn’t apologise or say they could get some off store shelf they did have oatley and rude health barista it was as if well didn’t matter and we walked away maybe because we had no food on tray but I don’t eat out due to a corn allergy We will shop In store but won’t bother about coffee”

Helpful Report

Posted 3 years ago

“my wife and child were followed from start to finish by security in Mountsorrel making the experience extremely disconcerting. Disgraceful racial profiling.”

Helpful Report

Posted 3 years ago

Waitrose is rated 2.6 based on 653 reviews