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

“Visited Twyford, Berkshire branch on 30 July 2018 at 10.47 hours. Paid for my 4 items and it came to more than I was expecting (I was 10p away from spending £10 which I thought was strange). However, because I was now so close to getting a free paper I asked the checkout lady if I could buy one more item costing more than 10p in order to get a free newspaper and she told me it was too late to be able to do that as she'd rung my items through the till (there was only 1 person behind me who was happy for me to get the additional purchase and paper). I therefore paid for my groceries and before leaving the store I checked my receipt. I had been charged for 2 lots of Sun-Maid Raisins (6 pack) at £2.45 per 6 pack. I went straight to Customer Services where they apologised, checked my shopping and gave me a refund of £2.45 for one of the packs. I think the assistant on the tills who initially served me needs some training in how to speak to customers and how on earth can she make a mistake when I only made a purchase of 4 items in total? Lack of concentration? Bad manners? Full till receipt reference is: 10:47, 30/07/2018 238 051 1098 793003 in case Waitrose can trace who served me via these numbers.”

Helpful Report

Posted 6 years ago

“Waitrose meanwood has horrible hygiene. I was at the fish counter and the assistant licked her hands to open a bag. I told her I no longer wanted the fish, as I was disgusted at her lack of hygiene standards, that meant my fish had saliva on it!”

Helpful Report

Posted 6 years ago

“If you work in a warehouse, too many bully boys in charge, DON'T WORK HERE It's s***t.”

Helpful Report

Posted 6 years ago

“Locks heath is my local Waitrose. its very poor the list just goes on and on, and they don't do anything about the problems( even when you ring head office0 local for me but I would not use otherwise. Staff and are rude and unhelpful.”

Helpful Report

Posted 6 years ago

“My wife slipped and fell on something in the Exeter store that was on the floor near customer services. A fellow customer helped her up and took the bit which she slipped on to customer services and explained that she had slipped on it. While she was still stood there getting herself together a waitrose guy in a suit who had been standing by the customer services walked pass her and said are you alright and walked on (bearing in mind that they do not speak to you normally) When I contacted them I was told that the cctv did not cover that area but they could view the lady handing something to a person at the desk and it seem's like the guy who spoke to did not see her either (very suspicious indeed). That is what I call do not see anything and keep quiet we may get a claim against us. Sod the customer.”

Helpful Report

Posted 7 years ago

“We stopped ordering from waitrose because they use to delivery food with tons of missing items. After 3 months not buying from them we received some coupons and decided to try again. We regret! 40% of out shopping were missing and they charged full price. It took 4 calls to someone do something. Every time they said they would look into it. Waitrose has no effective costumer service and they simply don’t care for the worst service they can provide. I came back from a 3 weeks trip and thought I could rely on them to supply me with what a need My dog has NO FOOD, laundry will take longer to be done, my kid had no breakfast Worst service ever and finally lost a client for real”

Helpful Report

Posted 7 years ago

“Having been made aware that Waitrose would no longer be offering disposable cups for the free coffee, and not wanting an empty cup in my car all day waiting to be washed, I enquired last week whether we could use disposable cups if they were our own and was assured that this would be fine. Today, however, having bought 100 cups based on the incorrect advice give, it appears that the policy has changed and the staff at the Rushden store were unnecessarily rude. Apparently if we use a disposable cup this presents a health and safety issue - I would suggest not as much a health and safety issue as people reusing their own cups that had not been washed out properly as was clear today!! So it's goodbye to Waitrose from us - we will miss the free coffee but not the numerous flies that are always around the area - and hello to M & S where the staff appear to be more customer focussed.”

Helpful Report

Posted 7 years ago

“Waitrose acknowledges I was delivered rotting fruit and have refunded the money but when I asked for the branch managers business email they point blank refuse to give it to me. I can phone him, I can visit the store to speak to him, but I'm not allowed his email address to send him photos of rotting fruit. So a molehill becomes a mountain due to nationally based customer service trying to muscle in on a local issue.”

Helpful Report

Posted 7 years ago

“I felt compelled to write this review about Waitrose Fulham Broadway staff after a horrible treatment I received this morning while shopping their. At the queue, I moved forward of the sign near the tills where customers should wait. Suddenly, two Waitrose workers started shouting at me to move back. Their reaction was so unexpected and made me feel shocked and insulted. Especially, we all move forward a bit when we queue for a long time! I spoke to the manager about the ill treatment I received from his staff, but unfortunately he wasn’t helpful at all. He said that he’ll speak to them, but I wasn’t sure how this should be helpful to me where I was insulted in their store. It was simply too late for me and they didn’t seem to care. The manager seemed to be fine with the fact that his staff were rude and aggressive in their treatment to the customers. Therefore, I would strongly discourage anyone from shopping in Waitrose Fulham Broadway.”

Helpful Report

Posted 7 years ago

“It was my 50th birthday on Friday and i had a delivery of flowers champagne and chocolates delivered to my work. Arrived after i left after 7pm, flower box was wet where the box had fallen over, flowers where wilted and petals falling off, disgusted and not what i would expect for a special gift from waitrose.”

Helpful Report

Posted 7 years ago

“Absolute rubbish service. Made a dozen or so online home delivery orders and have had issues with nearly all of them. Food delivered out of date, use by same day, items missing but billed for, overcharges, late deliveries you name it. Was promised an audit and callback which never happened, emailed customer care and they never even bothered replying so emailed back. Just received a very rude and abrupt telephone call from a so called Waitrose manageress who didn't care less about thenissues experienced Really poor”

Helpful Report

Posted 7 years ago

“We bought indoor sparklers which when lit spat hot metal which burnt our carpet and my hand! Waitrose have now stopped selling this product but refuse to acknowledge any fault in our case. This is easily the worst customer service we have ever experianced. Not what we would expect from JLP/Waitrose.”

Helpful Report

Posted 7 years ago

“Having had terrible delivery service a few years ago I thought I'd give them another go. Delivery half an hour late, that was ok can understand traffic issues. However, eight ( yes eight) substitutions and seven items not delivered at all. Not good enough, I should have least have had the option to cancel my order. Having ordered online to 'save time' I am now having to visit local supermarket to replace missing items. Back to Sainsbury's for me, I have NEVER had a problem with them.”

Helpful Report

Posted 7 years ago

“Paid for my shopping at the self serve checkout, realised my card was about to go over the limit so the rest would have to be cash, I get to the queue only to be pulled out by the manager the lady at customer services had assumed I was a thief and wasn't paying for my other shopping, put in a complaint this morning, was left mortified by the experience but totally shocked when I stood my ground and explained they still looked at me like I had commited a crime, guy in complaints was helpful and apologised but to be honest I will never shop there again, it's one thing to walk out with an item and be called back but to be in the queue to pay and be accused is ridiculous”

Helpful Report

Posted 7 years ago

“Bought a corn fed free range chicken today in Canterbury Waitrose. The store was almost deserted. It looked exactly the same as the ones being sold in Morrisons for £2 less. Taste will tell. Much too expensive in there.”

Helpful Report

Posted 7 years ago

“They are selling products that should have been out of the shelf over a month ago. It can poison you if you won't be careful and check the sale by date.”

Helpful Report

Posted 7 years ago

“Every two-three weeks we spend in Waitrose (online shop) £200-£300. Today for the first time i've checked the sale by date of a couple of purchases we've done and from now on I can't trust Waitrose, they dare to put two products which guarantee has run out over a month ago! Really truly upsetting....”

Helpful Report

Posted 7 years ago

“I am a regular shopper at Waitrose Surbiton, having frequented the shop from the day it was opened. Today I was in desperate need of Loyd Grosman's Tomato and Chilli sauce (the shelf was empty) and I asked an older supervisor if she could find out for me if the store had any more in the back. I was most disappointed with the response I was given. "We have some in the back but they will not be put on the shelf until tomorrow!!" To which I replied surely I don't have to come back tomorrow? I was told that that was the case!!! I then walked around the store and found a young man stacking the ice ceam freezers and he actually went and got me the sauce I needed. Shame on you, the supervisor who is meant to be setting an example!!! Thank you to the young man who was very helpful.”

Helpful Report

Posted 7 years ago

“I used Waitrose delivery for the first time recently and found it disappointing! I am so busy of late that I need to do online shopping to lighten the load. I chose Waitrose as I was prepared to pay a premium for a reliable, quality service as I didn’t want the hassle of sorting out problems afterwards. Big mistake! I did a weekly shop but when my shopping arrived all of my fresh meat needed to be eaten within 3 days. No good for a weekly shop. I returned the items to the driver. I then had to chase Waitrose a week later for the refund. I was told that the store was prepared to process the refund but would take a further 7 to 10 days. They said they only guarantee delivery date plus 2 days for chilled meat and delivery date plus 1 day for chilled dairy! In other words they train the personal shoppers to get rid of short date foods to home delivery. My substitute for ham was prosciutto? My 5 bananas came as 3 plus 2 individuals. Petty I know but I really expected a better standard of attention to detail than the other mainstream supermarkets as you are paying for a premium service/product. I will not be using again and feel that complacency is probably kicking in. M&S may give you some tips on why not to become too complacent one day.”

Helpful Report

Posted 7 years ago

“Well I do not really know as I never shop there, but one thing is for sure. When you see mostly 5 star reviews you know there is something fishy going on, like company staff reviews. Come on Waitrose. We can see through it all.”

Helpful Report

Posted 7 years ago

Waitrose is rated 2.6 based on 653 reviews