Waitrose Reviews

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

2.6 Rating 657 Reviews

37 %

of reviewers recommend Waitrose

2.6

Based on 657 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 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 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Delivery booked for the 11-12 slot this morning. When at 12.30 I called for an explanation I was told that due to delays the delivery would have been with me at 1.30, and that the driver was in the same postcode anyway. It's 2.45 and still nothing - and I keep being told the driver is 2 minutes away. Completely disorganised, dishonest and disrespectuf of people's time”

Helpful Report

Posted 8 years ago

“Waitrose has a driver who yells at clients and a customer service assistant did not return a call but said that he did. Another customer service assistant confirmed that new order is the same as previous but when I received order confirmation it was different.I have to go on their website again. Also not always all of the products ordered online are delivered in a good condition. I don't like anymore ordering from Waitrose.”

Helpful Report

Posted 8 years ago

“I ordered online. They replaced some items with the others. On a day of delivery I was a little bit late for my slot. Driver came at the start of the slot and called me. I said that I am still on my way. He said that in that case he is going to bring delivery somwhere else and than same evening he will deliver again same day. Driver called after after half an hour and asked if I am at home yet. He said ' you know what I am not coming yet but when I come you have to come and pick the bags yourself'.I said that I can't he started yelling at me:' if you want me to come you come and get it yourself.' He just wouldn't stop yelling I had to hang up. AlsoI had to call customer service on 0800 number which is additional cost. Since tbere was no any other number in tbe email provided. Assistant was polite and said that he will get in touch with the branch and someone will call me back. I did not receive a call back so I called again myself and spoke to another very polite customer service assistant who informed that I have to arrange redelivery.She said that order did not change but when I saw order confirmation I noticed that some of the products were missing.I have to go on a website again. So ordering online did not save me time, made inconvenience and left bad impressions with their driver and not very truesthful customer service assistants. Also Waitrose take another payment again on redelivery for the whole order amount whilst refund takes 3-5 days.Which means that you pay twice for your order until you receive refund and redelivery was not available for the next day.”

Helpful Report

Posted 8 years ago

“The Chester one - the Customer service is frankly appalling. Staff are untrustworthy and rude...They aren't interested in their customers, too busy talking amongst themselves. So called 'Partners, what complete utter rubbish.”

Helpful Report

Posted 8 years ago

“I am appalled by what I have recently come across in Waitrose and I am disgusted by the amount of people buying this product . Now you are probably wondering what am I on about. Well I will tell you now that Waitrose sell Thai green chicken curry oh sorry I meant fake Thai green chicken curry that's it FAKE. So the reason why this is fake is because it is tasteless unlike Real Thai green chicken curry , it doesn't have real Thai rice which is needed for it to be real Thai curry , the paste looks like rotten dog crap. MY MESSAGE TO YOU MESSAGE TO CUSTOMERS Please don't get me wrong but Thai food is the best out there , so if you want Thai food don't buy this piece of crap from Waitrose unless you like to buy copy food , that is fake food. MESSAGE TO FOOD MANAGER I am disgusted that you would sell food and put a country in front of it so people would buy it , you are just scamming your customers and making fraud of food and last time I checked this is illegal One last minor note they also do Thai in this case FAKE Thai red curry with noodles . my point is you don't eat red curry with noodles you eat it with rice WAITROSE GET IT RIGHT”

Helpful Report

Posted 8 years ago

“Embarrassingly bad customer service at contact centre. Nobody knows the policy for anything, left on hold for an HOUR, and given the wrong information several times leaving me completely disadvantaged. Shower of timewasters. Boycotted.”

Helpful Report

Posted 8 years ago

“Yet again, very poor service at South Harrow branch. At approximately 1740 today, only two tills open with queues of four customers at each one. One till open for baskets with queue stretching back into the store. Customers were queuing for the self service tills. One harassed looking member of staff trying to find someone to open another till, without success. Sadly, this is not that unusual at this store”

Helpful Report

Posted 8 years ago

“I collected an order of sandwiches and cakes for an afternoon tea party and would like to say how lovely and fresh all the food was. All my guests thoroughly enjoyed it. I would highly recommend this service.”

Helpful Report

Posted 9 years ago

“Nine Elms vauxhall london Veg select very poor they don't sell red cabbage which surprised me. Only 2 tills open early Saturday morning. So I used a self service till the young lady was very helpful. When I got home I was over priced £3.50 for a product I didn't buy. You only get 30 mins free car parking & have to spend £ 30.00 to get your £5.00 back if you park for 2 hrs go yo asda.”

Helpful Report

Posted 9 years ago

“Shopped last Saturday at new store in Worcester, Lorraine in the Cafe gave brilliant service she's a real asset to Waitrose”

Helpful Report

Posted 9 years ago

“On 23. 05 around 16.00 I was doing my shopping as usual at Waitrose in Canary wharf. Unfortunately I didnt have my Waitrose card. I was slightly upset and went to the cashier to pay my bil. To be honest I ask with rude tone Am i gonna receive 25% off my bill cos I am waiting mote than month for my card to be delivered. Cashier didn't know what to do so she ask for help young guy - Kieran tall guy(sorry don't know how to spell his name). That guy come with a big smile, absolutely positive atitude and charm. He did everything, went on extra mile and with help of Sami young charming girl they sort me out. Well done guys for both of you. Thats why I like Waitrose. High quality and good guys there!”

Helpful Report

Posted 9 years ago

“I am an avide shopper at Waitrose, so as per usual I went to do a little shopping yesterday 18/05/2016, one of the offer board says 3 for 2, so I picked up 3 items knowing that I was going to pay for two only, yippee, but at my surprise when i paid i realised that they charged me for full price per individual item, so i decided to speak to a manager - Spencer, who said to me that oh no no all items are under offer, yet they were under the same banner and in the same shelves, so i told him that this is misleading the customer and perhaps you do not need a degree to do grocery shopping, the guy actually treated me like i was some kind of an idiot, as he shrugged his shoulders and said nothing i can do now. I just find the whole saga is pretty much below the standard of what Waitress brag about in the media. One can get a better service from Lidl and Aldi, so why pay double the price by going to Waitress. Oh I complained to the head office, but so far nothing back. Please people think before you go and spend your hard earned money - the shop is useless and the staff are terrible and rude and Spencer is just arrogant. West Ealing Waitrose.”

Helpful Report

Posted 9 years ago

“I recently placed my first online order through your store at Menai bridge, Conway as my family were visiting the area for a holiday and found your website so easy to use, our delivery arrived on time, the young gentleman making the delivery was excellent, as was the quality of items I purchased, thank you! I now wish you had a store nearer to where I live in Halifax, so that I could shop with waitrose more! Thank you, Fiona”

Helpful Report

Posted 9 years ago

“I visit the Rustington store every day and it is excellent. My only complaint is I would like coffee from real cups not cardboard”

Helpful Report

Posted 9 years ago

“I wish to commend a young customer service operator based in Stratford on Avon. Her name is India James. Having changed my internet server I was having difficulty logging on to the Droitwich store. The level of care and patience that this young lady expressed on my behalf was outstanding. She is a credit to you all at Waitrose.........knowing something of your philosophy and ethos which I so much admire, I need to share this positive experience with you. Sincerely Gillian Moore”

Helpful Report

Posted 9 years ago

“I went to Waitrose in Raynes Park to organise my father's wake, Waitrose had been recommended to me by the undertakers I was using. The young lady that helped me with my choices was very helpful and caring. The food was delivered at the time specified and was excellent, everyone was asking where I'd got the food from. I will definately recommend Waitrose in the future.”

Helpful Report

Posted 9 years ago

“Just had an appalling service at Canary Wharf from the Manager (Ernest Dadzie) Really call yourself a manager? (Yes I run 3 floors was his answer) Was in a queue at Customer Service Desk for purchasing 200 pounds worth of Gift Vouchers for Xmas for children's charity and there were 2 positions attended. One by a lady who was serving a customer and the other (this so called manager) who looked busy clicking away and not really interested in serving. As he saw the queue building up, he decided that he was available to serve and served another chap in front of me. Next it was my turn and I asked to get gift vouchers and he said he could not do them and I have to wait for the lady to serve me at the other position to which I said Ok. While waiting, another customer (Lady) walks up to (this so called manager) and asks for the same (gift cards). Instead of telling her he cannot do it as he did to me and wait, he started serving her the gift card. I was really boiling at this point and raised my voice to ask for the manager - On this - he knew what he had done and came from behind the till trying to justify by some bullshit offering the card to me and to pay at the front tills. At this point, I was in no state to reason with him and walked away with his name with the intention on complaining about him to the Head Office. Well - my business went to Marks and Spencer and was served by a very nice lady there and very satisfied with the service. Never ever again going to shop and this joint ............ and this will be plastered on all the review sites ............”

Helpful Report

Posted 9 years ago

“Made our first on line shop the other day because it came with £30 off deal. A mistake. Most items were very close to their sell by date, certain items were not included because they were 'not in stock' but we had seen them there the very same day - so we were given other brands. All in all an incredibly disappointing experience which has left us thinking that Waitrose, whom we had considered slightly better than most, is typically completely focused on meeting the bottom line, getting rid of older stock and plays lip service to the customer. What a real let down and we feel conned.”

Helpful Report

Posted 9 years ago

“Just cooked British Veal escalopes bought today from Waitrose Canary Wharf branch- absolutely Superb. Please keep stocking these.”

Helpful Report

Posted 9 years ago

“Very misleading buy one get one free offer - In my opinion Waitrose are deliberately seeking to rob its customers. Customer Services entirely unhelpful both within store and nationally.”

Helpful Report

Posted 10 years ago

Waitrose is rated 2.6 based on 657 reviews