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Waitrose Reviews

2.7 Rating 618 Reviews
37 %
of reviewers recommend Waitrose
Company Reviews Questions Metrics Info
2.7
Based on 618 reviews
Shipping & Delivery
Delivery Methods
Own Driver, Courier
Average Delivery Time
Within 5 Days
On-time Delivery
Greater than 82%
Accurate And Undamaged Orders
Greater than 82%
Customer Service
Communication Channels
Live Chat, Telephone, Email
Queries Resolved In
Under An Hour
Customer Service
2 out of 5
Read Waitrose Reviews

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 4th March 2024
Katya
Waitrose 1 star review on 19th November 2023
Anonymous
Waitrose 1 star review on 13th July 2023
Anonymous
Waitrose 1 star review on 13th July 2023
Anonymous
Waitrose 1 star review on 13th July 2023
Anonymous
Waitrose 5 star review on 16th October 2022
Ann
Waitrose 5 star review on 16th October 2022
Ann
13
Anonymous
Anonymous  // 01/01/2019
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Anonymous
Unverified Reviewer
“What a shambles, the Waitrose staff still don’t know how the supposed new ‘improved’ offers work. Whoever designed this system* - logging into Waitrose on phone, adding email address and password on phone, while unloading shopping from trolly onto conveyor belt, then bagging up my shopping and presenting my Waitrose card under card machine and then my phone for chosen offers then tap my credit card to pay I need to be an octopus! - *well that person needs to go back to school! Oh and then to wind me up even more, joining the queue at customer service because the discount bar codes didn’t work, present my credit card and receipt so the items not discounted (recovered at the bottom of my shopping bag to be scanned again) to be refunded to my bank and then giving customers service my mobile after logging in all over again for my discount and then pay with my credit card for my discounted shopping at the lower price. When I got home my two payments have been taken out of my account but not payment refunded I guess I’ll have to wait for a few days for that! I’ll be off to M & S on Saturday for my weekend shopping.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“What a shambles, the Waitrose staff still don’t know how the supposed new ‘improved’ offers work. Whoever designed this system* - logging into Waitrose on phone, adding email address and password on phone, while unloading shopping from trolly onto conveyor belt, then bagging up my shopping and presenting my Waitrose card under card machine and then my phone for chosen offers then tap my credit card to pay I need to be an octopus! - *well that person needs to go back to school! Oh and then to wind me up even more, joining the queue at customer service because the discount bar codes didn’t work, present my credit card and receipt so the items not discounted (recovered at the bottom of my shopping bag to be scanned again) to be refunded to my bank and then giving customers service my mobile after logging in all over again for my discount and then pay with my credit card for my discounted shopping at the lower price. When I got home my two payments have been taken out of my account but not payment refunded I guess I’ll have to wait for a few days for that! I’ll be off to M & S on Saturday for my weekend shopping.”
Helpful Report
Posted 2 years ago
Dot
Verified Reviewer
“We were disappointed last Saturday to find ‘free’ newspapers no longer available in our local Waitrose in Chandler’s Ford. We won’t be doing our regular Saturday shop there any more. The Co- op is nearer anyway and Asda’s and Aldi’s just up the road and much cheaper!”
Helpful Report
Posted 2 years ago
GAK
Unverified Reviewer
“Who did sign that new loyalty suoer complicated card/voucher system? This is the most ludicrous one in the market. 10 minutes spent at the till to save £1. Not even worth the journey to the store !!! They should send their marketing boss on a training experience at Lidl to find out how to do it !! Otherwise Waitrose is still the best supermarket in this country (top quality and choice?”
Helpful Report
Posted 2 years ago
KM
Unverified Reviewer
“Having to produce your iphone at the till and having to carry out at least 3 swipes is ridiculous! Should be great at Xmas! Lady at the desk said print off your vouchers before coming to the store, words fail me. We live in an area with a large retired population, most of which will find this scheme impossible.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“You said that people didn't want a free newspaper. I hope you read the comments to realise that most people did/do want a free paper. It is dishonest of you to say this. In reality, I imagine you found it too costly. Don't dress it up with nonsense. Be honest. Times are hard. And as for the new offers available via a phone - how will your elderly customer base deal with that? It's a hassle to have to log in and find the offers when standing at the check-out with others waiting behind. Whose stupid idea was this? At least offers can be loaded onto the M&S card so it's done in one swipe. Didn't anyone research this? Or did your customers say that this is what they wanted in one of your pointless surveys?”
Helpful Report
Posted 2 years ago
Freddie
Unverified Reviewer
“A simple arrangement where you automatically got your free newspaper and/or whatever special offer was in place by going to the check out counter has been replaced by an overcomplicated one that needs you to have your phone. No provision for those who do not have this facility. Moreover it is just two items maximum in any week. Waitrose often send out surveys but none regarding this. They have lost the plot and, I suspect, many previous loyal customers. Lidl calling.”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“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 2 years ago
JG
Verified Reviewer
“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 2 years ago
Reshma
Verified Reviewer
“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 2 years ago
Elliott Haynes
Verified Reviewer
“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 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Wilmslow Customer
Verified Reviewer
“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 2 years ago
D Gray
Verified Reviewer
“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 2 years ago
H G Stewart
Unverified Reviewer
“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 2 years ago
Anonymous
Verified Reviewer
“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 2 years ago
Mrs Sian Jones
Verified Reviewer
“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 2 years ago
Pamela
Unverified Reviewer
“I want to start a survey on what peoples thoughts and first impressions are about this Aberdeen Angus Minced Meat. £9-99 Kilo, but at the time of photo was on offer for £6-99 Kilo. 1) Does it look like Best Aberdeen Angus Minced Beef? 2) Would it give you confidence that your meal would be tasty? 3) Would you buy it? 4) If you were the Store Manager, would you have displayed it? 5) or am I being fussy on the quality of the Aberdeen Angus Minced Beef. And expecting too much for my money? The Store Manager believes all the above would be answered with a YES from the customers. I would appreciate your views so I can pass these on to the Store Manager and Head office. I’m a great believer in ‘ If we don’t complain, businesses will continue to lower their standards’ They become too complacent in their success.”
Helpful Report
Posted 2 years ago
Anthony Gilbert
Verified Reviewer
“love Waitrose, due to your brilliant coffee and paper offer it was in 2018.a no brainer.I could understand the removal of the coffee offer. But at a time pending severe inflation the sudden removal of the newspaper offer is going to hit a lot of your loyal customers really hard . The hardest hit of this measure will be largely elderly retired people. yours sincerely Tony Gilbert.”
Helpful Report
Posted 2 years ago
Dilesh Shah
Verified Reviewer
“Hi management team, on 31st January 2022, I went in Balham Waitrose branch to do my food shopping and apparently I happen to see a suspicious shoplifter having 2 expensive Acholol in his hands. As no staff noticed the situation, I immediately told one of the staff about the suspicious customer. The member of staff I approached his name was Gary. And then I left the situation to him to deal with the matter and I carried on doing my shopping. Roughly about 15 minutes time Another a member of staff approached me saying thanks for helping us out saying if it wasn’t for you the shoplifter would of got away £70 worth of acholol. That member of staff her name was Marilyin. Sorry if I spelt her name wrong. Anyway she asked me do I drink acholol or I don’t. And my answer was yes I do drink acholol. And she kindly offered me a free bottle of SAN LEO VINO SPUMANTE PROSCECCO, Prodotto in Italia. Marilyin told me this a free Prosecco bottle reward from us to say thank you for telling us about the suspicious shoplifter. I like to give Gary and Marilyin 10 out of 10 great customers to me for giving me free Prosecco. Please on behalf me as a happy satisfied customer, I hope you management team can give Gary and Marilyin a reward aswell for excellent customers service and kind to help me for giving free Prosecco. My name is Dilesh Shah. Me customer name Dilesh Shah will recommend everyone to shop in Balham Waitrose branch and I will certainly for sure in future aswell. Me customer name Dilesh Shah like to give thumbs up to Balham Waitrose branch for excellent customer service 👍👍👍”
Helpful Report
Posted 2 years ago
Waitrose is rated 2.7 based on 618 reviews
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