Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.60

2.6 Rating 675 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 675 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

“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 3 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 3 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 3 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 3 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 3 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 3 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 3 years ago

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

Helpful Report

Posted 3 years ago

“Non-delivery of groceries two times in a row. The first time they just cancelled which was understandable because of the weather, but they didn't even bother to leave a message. This time it's my Christmas order, due to arrive this morning. I was waiting for it, I stayed in the kitchen, kept looking out the window, no van, yet they say no one was home. I'm gutted!”

Helpful Report

Posted 3 years ago

“HEARTY CHICKEN AND VEGETABLE BROTH SHOULD BE RENAMED 'HARDLY' CHICKEN AND VEGETABLE BROTH! NOT A SINGLE PIECE OF CHICKEN IN THE ENTIRE TUB, JUST THIN HAIRLIKE STRANDS OF SOMETHING THAT COULD NOT EVEN BE RECOGNISED AS CHICKEN. OVERALL THE STANDARD OF WAITROSE PRODUCTS, IN PARTICULAR THE FRESH PRODUCE IS GOING DOWNHILL RAPIDLY. DO NOT THINK THAT BECAUSE IT IS MORE EXPENSIVE IT IS BETTER QUALITY. SADLY IT WOULD SEEM THOSE DAYS ARE GONE!”

Helpful Report

Posted 3 years ago

“My wife and I were VERBALLY ABUSED AND SUBJECTED TO THREATENING BEHAVIOUR by a Waitrose delivery driver. As 80 year olds we were severely concerned about this road rage as it was totally unwarranted. I complained to Waitrose HQ who said they would investigate. Today they phoned to tell me the matter had been dealt with. NO APOLOGY OR ANYTHING - made me feel as if they felt it was my fault and I deserved such treatment ! Should have gone to the Police”

Helpful Report

Posted 3 years ago

“I am a very dedicated customer. For me only Waitrose and M&S have the necessary food quality that I expect as a French born person. However, recently, Waitrose has been disappointing. Nowhere enough innovations (same old). In addition, some food items, such as Guinea Fowl or Duck Breasts unavailable on line (or in store - Bromley Branch). Please remember that Waitrose is or should be for the better off - the low classes, (unfortunately for them), need and do shop in cheaper supermarkets. There must be quality, more expensive supermarkets for the better off. That is a fact of life. So, please do not lower your standards.”

Helpful Report

Posted 3 years ago

“I have been shopping at Waitrose for more than 20 years. Today I decided to quit Waitrose for good. The Christmas shopping was a nightmare last year and I was hoping it will improve this year. Unfortunately, it got worse. It is impossible to order Christmas food either online or in person. The customer service replied saying that the ordering system will be open soon, leaving it very vague. When I further questioned it in a store I was told that I have to find another branch other than the 4 branches I had already tried. What really got me angry was the apology of this person "Christmas is a busy time sorry we run out quickly". She was in her 20s meaning that I was shopping at Waitrose since around the time of her birth. She had not realised that I have been doing this every year for as long as she lived and I know how this works normally. It was probably her manager's response she was repeating. In either case the message was "we don't care, go away and stop bothering us". If you lost your work ethic then it is time for me to say good bye. I have now ordered all my Christmas food from a local farm and M&S. They are so much better and care about their customers. Good bye Waitrose and Merry Christmas :)”

Helpful Report

Posted 3 years ago

“We decided to give your supermarket a try the service is dreadful no customer service at all ….. never again”

Helpful Report

Posted 3 years ago

“What has happened to the quality of your fresh products . Very disappointing. Shopping here is not uplifting but rather a sad experience.Quality of your own brands ie chocolate digestives has also gone down . Same price but cheaper ingredients . Nothing like the quality or taste it used to be ! Not worth the money we spend there . Very sad .”

Helpful Report

Posted 3 years ago

“Convoluted voucher system. Chose vouchers and then to be told I do not have any vouchers as I need to use my Waitrose Card more. Why bother to send me voucher emails? Tesco points is so much easier.”

Helpful Report

Posted 3 years ago

“Bought tomatoes ,package stated no date to reduce waste , found product was already going soft , threw them all in bin , hence increasing waste , clearly a marketing strategy to increase profit , I'll be using local green grocer from now on .”

Helpful Report

Posted 3 years ago

“Order 1004731444 arrived on time Birthdate recipient had to pay for it ! Credit card error by whom ? Embarrassing to say the least now have to repay him. Email received saying gift not paid for, to ring them to resolve the problem told ok it has now been fixed unfortunately by the receiver ! Disappointing hesitant to use them again as from 🇨🇦”

Helpful Report

Posted 3 years ago

“The food delivery service has become unreliable. I had a delivery booked for 5-6pm. I received a call about 530pm saying the delivery was “extensively delayed” and would not arrive until at least 7.15pm. I stayed in and waited. When it had not arrived at 7.25pm I called customer services and was told it would be checked and I would be called back. No one called back. I then called again at 738 and was told that delivery would not be possible at all. I was told delivery had been attempted at 6,30pm which is obviously far earlier that the 715pm time I had been informed of. I they checked my Waitrose app to find the order marked as delivered. I checked my bank account to find the money had been taken despite not receiving this food. I will now have to wait for a refund and do the shop in store tomorrow.”

Helpful Report

Posted 3 years ago

“Waitrose, what a disappointed you have become ! I ordered £50 of goods online for click & collect, received the order confirmation followed by a collection date & time. Went to Waitrose and spoke to one of the staff. She said she'll go and get my order but I never saw her again. I then went to the Welcome Desk, another member of staff then said they don't have my products in stock. Errr... I ordered this online to be collected? Same member of staff then said something along the lines of "yeah we don't have it but you weren't charged for it". I showed her proof that I WAS charged for it but she started arguing that it wouldn't have been deducted from my account. Sorry but, yes, this was already deducted from my account. The conversation went back and forth, I insisted that I need some form of proof/email/refund receipt and she called a Manager to sort this out. I was correct, the order had not been cancelled, no refund had been issued. Manager then cancelled and sent a refund email and went "OK? OK?" several times expecting me to drop down to my knees to kiss her feet for sorting this out. I mumbled a mere courtesy "thank you" and left. Let me get this straight: - I ordered and paid upfront - No-one informed me that the item was not in stock and could not be sourced - Staff member then argued that there was no outstanding order, I had not been paid - Third member of staff, the Manager, then sorted this out - I wasted a precious 45 minutes of my time hanging around for all of this. Waitrose, you are going downhill. My husband then bought a pizza from Waitrose to put in the oven as we were ravenous by the time we got back. Hardly any topping or cheese. Dry pizza bread with a smidgen of tomato sauce.”

Helpful Report

Posted 3 years ago

Waitrose is rated 2.6 based on 675 reviews