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

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“Waitrose Lamb Keema Masala was delicious. Had a lovely kick to it that I really enjoyed.”

Helpful Report

Posted 6 years ago

“Bad costumer service and almost expired items So I have ordered food with Waitrose delivery twice. The first time more than 50% of all the items expired within 1-2 days. I mean, who east all their weekly groceries shoppings within 1-2 days? To me it seemed they sent me all the stuff they needed to get rid off! The second time I had to re-schedule my delivery. So I called in two days before the actual delivery date to re-schedule for on day later. Everything was re-scheduled (This is what I assumed!) but I never received a confirmation Email. So I called in the next day again to confirm that my delivery date was re-scheduled. The member of staff on the phone told me that it was not re-schedule and that my order will be delivered the day I selected in the first place. I told the gentleman that I re-scheduled and that nobody will be at home at that time. His answer was that they cannot undo this and that it was too late to re-schedule now. He promised me a 20% discount off my next order for the inconvenience. I have never ever received that discount!! So however, the driver arrived with the delivery and called me because I wasn't at home. They driver re-scheduled my delivery for the next day. AGAIN I didn't receive an Email to confirm this. So I had to call in AGAIN only to find out that it has NOT been re-scheduled for the next day. So the lady on the phone cancelled my order completely this time and set up a new one with the exact same items to be delivered the next morning. But! She was not able to give me the 20GBP discount that I had on my original order. So I ask her why not, since this mess up was clearly not my fault! She said she could give me a refund. After 5 days I got that refund. (At least!) When my delivery finally arrived, again: I found items that expired within 1 day... I mean, seriously?! Conclusion for me: -disorganised members of staff who only do half of their job -no intention to make up for the mess they have caused at all -almost expired items -5 phone calls, 5 different members of staff and just wasted lifetime to re-schedule an order that wasn't even good. equals: I will never order there again!”

Helpful Report

Posted 6 years ago

“Website and system Useless, entered 29 items clicked on delivery and first available day was Saturday the7th (Tuesday the 3rd was placing order). So I click on first available delivery spot to be told 4 of the items we had bought that were on offer would not be on offer on Saturday(but we are buying today Tuesday???), we Begrudgingly pushed to confirm delivery therefore having to spend another £7.00, only to see 4 further items are "not available from your store?". the 4 items were waitrose baked beans (4 pack), Tetley t-bags, whole tinned tomatoes and chopped tin tomatoes. So next stage after wasting an hour of my life was press Delete every item and will never use Waitrose again. Sort out your S..t system.”

Helpful Report

Posted 6 years ago

“Thought we’d go for the more expensive Beef bourguignon. So disappointing. No dept of flavour in the sauce (definitely not a jus) or the meat. And the mushrooms very wet. Waitrose is usually very good.”

Helpful Report

Posted 6 years ago

“Waitrose products are normally very good, but I was tempted to buy Nigel Haworths Lamb Lancashire Hot Pot - word of advice - dont bother! It is tasteless and mainly full of onions and if I didn't know what the meat was I would have been unable to guess”

Helpful Report

Posted 6 years ago

“Dry, tough and tasteless Prompted to buy Heston's Pistachio Stollen from the picture on the recent communication from Waitrose. Bought at the Waitrose Oundle store, couldn't wait to get it home to try it with my morning coffee. It certainly looked the part but slicing into it was apparent that it was dry and quite tough. Biting into it confirmed this, plus it was tasteless lacking enough of the essential ingredients especially the marzipan. Did I get a duff one or are they all like this but I won't be buying another one to find out.”

Helpful Report

Posted 6 years ago

“Waitrose Farnham. Waitrose product and service are always excellent. My issue is the Duchy organic brand. Often over the last 6 months fersh veg is unavailable, specifically, Spinach, Broccoli Spears, Avocados, Raspberries. I was told its a national shortage but it appears to be one that is not suffered by Sainsburys, in my opinion it is caused by having a single supplier,, which you do for far too many products. In my view you also abuse your position by undercutting other brands where theyu are available, Yeo valley dairy as an example wher Duchy milk, yoghourt is sold cheaper, I understand business but isnt it the resposibility of all of us to encourage more organic producers. My 3 star review is really 5 stars marred by the 1 star for supplying and encouraging organic foods, as sustainability becomes more and more of an issue Waitrose will, in my opinion, suffer. David H.”

Helpful Report

Posted 6 years ago

“I tried to buy some HEETS yesterday in Waitrose Leighton Buzzard and after showing my ID to the cashier I’ve been refused sell as apparently Waitrose doesn’t accept National ID Cards as a form of an ID. The government does but Waitrose doesn’t. I can travel abroad with my ID but can’t use it to buy an age restricted product at Waitrose. I am not required by law to have a UK ID and my National ID Card is valid in this country. I found this situation humiliating!!! It is against the Equality Act 2010 to discriminate and treat unfairly anyone when buying goods. Also according to the Article 20(2) of Directive 2006/123/EC of discriminatory treatment relating to the nationality of a service recipient in the conditions of access to a service which are made available to the public at large by a service provider it was a direct discrimination against me. Shame on you Waitrose!!!”

Helpful Report

Posted 6 years ago

Helpful Report

Posted 6 years ago

“Waitrose delivery is the worst thing you can do!”

Helpful Report

Posted 6 years ago

“Staff helpful and polite, good produce and fish”

Helpful Report

Posted 6 years ago

“I must say I was very disappointed with the Stratford-upon-Avon store. They do not take you to the product you require but only point in the direction. No meet & great at the till. Didn’t wait for me to catch up with my packing. The first time the woman raised her head or spoke to me was when she asked me for the money!! I suggest you look at M&S Maybird staff are excellent. Always greeted with a smile and ask how you are. They don't rush your shopping through and will always take you to items you can’t find. They go at the pace of the customer.”

Helpful Report

Posted 6 years ago

“Absolutely outstanding service at Waitrose Salisbury! The staff is always very friendly and helpful! I have a little baby and they always bring my hot drink at the table. I cannot thank them enought!”

Helpful Report

Posted 6 years ago

“We have shopped at Waitrose and Sainsburys for many years and the experience in both has been excellent. However, recently Waitrose at Handy Cross, High Wycombe has had a problem with badly smelling toilets. A further downer is that Waitrose have chosen to use newly designed grey labels with very small writing so that you either cannot find what you are looking for and give up, or you end up buying things that you did not want. For example the Deeside still and sparkling water labels are identical apart from one very small word lower down which I did not see, so I ended up with 6 bottles of still when my wife had asked for sparkling. Such a shame that one of the best supermarkets has gone so far downhill as a result of bad management.”

Helpful Report

Posted 6 years ago

“Clean supermarket and friendly staff. There is good rapport amongst staff but occasionally you overhear gossip too frequently and it can tarnish the perception of a professional environment. On the whole though, lovely staff, clean place and good quality produce.”

Helpful Report

Posted 6 years ago

“Staff members especially in the morning the nightshift at Bracknell get treated like dirt by the managers every morning i’m surprised that they’ve got any nightshifts at all with the way they treat them.”

Helpful Report

Posted 6 years ago

“Case Reference: 06786114 Chicken Breasts 100% out of date, beware their own products. Customer care couldnt care less about it, nor issue a refund for the products, Had better care at lower Tier marketstores.”

Helpful Report

Posted 6 years ago

“Waitrose in Exeter started out okay. Unfortunately, they are now extremely below par. I have been discriminated against by members of their staff which is unacceptable - if you pay a premium price for your shopping, you expect customer service to also be of premium value I am also now bored with their products which hardly EVER change - the few new premium products that go into the Exeter store do not appear to last long. I contact Waitrose to ask why and they do not have an answer other than 'the product should be there' - and then their awful IT systems deem to ask me if 'the response was useful' - ummmmmm right. Further issues are ordering goods via their flowers/alcohol online site - they can't get their delivery dates correct, they throw in chocolates with mud from plants - then they cannot replace the chocolates covered in mud - apparently because the refund has to go to the gift purchaser - I cannot complain as a gift recipient. The staff at Exeter require training or dismissing - one or the other. The design of the Exeter store is atrocious - doors opposite each other, so the wind becoms like a hurricane when you walk in; no room to stop - they put everything in the doorways; papers, handhelds, customer service desk. All in all, there is now nothings that is pleasing about Waitrose other than I can but organic Kefir - they have already removed the organic raw sauerkraut - absolute rubbish”

Helpful Report

Posted 6 years ago

“Spent over £100 at Waitrose @Aberystwyth and had to throw most of it away, the meat we bought was full of grease and when opened smelt terrible and was thrown away, the sausages were full of grease and tasted disgusting and their ready meals after one mouthful were binned as the taste was again not just bad but also disgusting. We are now going back to M&S.”

Helpful Report

Posted 6 years ago

“I shop at waitrose because of their wide range of organic products. Their customer service in store is top notch and their products are of high quality. However, I've only had bad experience with their home delivery. I always choose not to receive my groceries in bags to protect the environment yet every time I get my purchase in single use plastic bags that are supposed to be banned. Most of the fruit and veg are still packed in single use plastic in store which is awful and it does put me off sometimes if I don't need the product that much.”

Helpful Report

Posted 6 years ago

Waitrose is rated 2.6 based on 665 reviews