Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.61

2.6 Rating 669 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 669 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

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

“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

“Whats a mess !!! Organize hen party and give you weekend notice to prepare items !!! My order was for £300 due to busy schedule i trusted your brand however been let down !! I will have guests that can only eat the one i ordered and you send me @ yestarday did you had not enough time ???? What a Joke you can come and cook substitutes yourself !!!! This is totally unnacaptable especially if you had week notice and couldn't prepared !!!!!! I want explenation right now as this is put my and my guests into a mess i'm trying to organize food now from much more trusted brand then you if you can't cope with orders for the party then don't do it”

Helpful Report

Posted 3 years ago

“I went into the Tonbridge branch of Waitrose this evening (09/09/2021) where there has always been a broad range of Marmalades including Tiptree 'Old Times' Marmalade which I have purchased from that store for years. Not only has everything moved from one aisle to another, but 'Old Times' is no longer stocked and the range of British Marmalades has dramatically been reduced in favour of French brands which is not good. Waitrose should be stocking more British produce not less and I went to the customer service desk who confirmed that Marmalade lines had been reduced, and it is no wonder Waitrose suffering financially, and just means that more people including me will buy produced online from companies like Tiptree who believe in proper customer service. I am not impressed at all”

Helpful Report

Posted 3 years ago

“Just been to market Harborough Waitrose to buy white spelt flour A lot had a reduced sticker someone was filling shelf I asked is it all reduced she said no then she said does is it make a difference I said don’t buy reduced being discontinued she said but there was bags next to reduced at full price with an offer buy two and save not sure if it was £2 or 1 pound I’m trying this because glebe farm not doing plain or self-raising flour any more I have a corn allergy so doves and hom brand have maize I don’t think I should be questioned why I don’t buy reduced”

Waitrose 1 star review on 6th September 2022

Helpful Report

Posted 3 years ago

“Waitrose Midlands welcome services. Captured audience comes to mind, pricing ridiculously high for a basic sandwich while travelling. More disturbing I was looking to fill a water bottle for my dog on a long journey and thought I could fill up at a service station, how wrong was I, when asking staff at waitrose when purchasing a very expensive sandwich I was told very directly no you will have to buy a bottle at £2.00 for a small bottle.Spain, you can get 8 litres for .73p which was not a problem but you don't expect a company in Britain to charge you for tap water for your dog. Not impressed Waitrose.you need to do better Unhappy customer Fiona Kearns from Scotland”

Helpful Report

Posted 3 years ago

“I got charged for click 'n' collect despite having ordered over £40 of wine. I know Waitrose / John Lewis have got financial problems, but charging for click 'n' collect is not the way to solve them. They've lost me; I won't be shopping there again.”

Helpful Report

Posted 3 years ago

“Generally I really like Waitrose - good fresh produce, friendly staff. However, it irritates me beyond measure that when they occasionally send me ‘money off’ vouchers they are invariable £7 off a £70 spend, with 8 vouchers provided for a 4 week period. I live alone, I probably average £30 per week at Waitrose, these vouchers are of no use to me whatsoever - to benefit from them all iD have to increase my spend to £140 per week. Tesco, on the other hand, sends me vouchers that work on 10%or 15% off a £30 spend, makes so much more sense. So for the period that the Tesco vouchers are valid, I’ll shop there more frequently. How difficult can it be to check my average spend and then send appropriately valued vouchers? Or is this just a tick-box exercise?”

Helpful Report

Posted 3 years ago

“Always a pleasure to shop there, lovely helpful staff. Food prices reasonable and quality of food outstanding.”

Helpful Report

Posted 3 years ago

“High price. Alway something bad happening. Some problem with the food or the quality of it. They were fine 5 year ago but nowdays... ridiculous. Today i just found 7 fishbone in my waitrose brand haddock fillet....”

Helpful Report

Posted 3 years ago

“Hello.to Dave potter branch manager at Waitrose kingsthorpe Northampton. With your 22 years 8 moths of experience what is yours and indeed your employers stance on infidelity amongst your staff. Do Waitrose have a policy or is it a free for all.”

Helpful Report

Posted 3 years ago

“Okehampton branch is really going downhill. Long queues as checkouts, dusty floors/shelves. Last week the handbaskets were stacked in the middle of the doorway causing a tripping hazard. New voucher scheme only works for those with the app or a printer - discriminates against the elderly. It also causes huge delays at the tills whilst people are fiddling around with their phones trying to load the app and locate the vouchers. This weeks 'special deals I might like' contains items I've never bought so how are these items selected? What happened to customer care? Why stop the free coffee and newspaper for loyal shoppers? Having a loyalty card now gives you nothing.”

Helpful Report

Posted 3 years ago

“You do some things so well ,however you expanded to quickly and quality was affected. Also a Waitrose Prefered exists and some stores are like a clinical practice. Uttoxeter being no exception with its Practice Manager. Really very sad.”

Helpful Report

Posted 3 years ago

“My local Newark branch delivery team sent me some lovely flowers for my 100th order with them. This was a lovely thank you from them and a surprise for me. Its nice that they appreciate your custom.”

Helpful Report

Posted 3 years ago

“Dreadful service , due to deliver a birthday surprise to my son studying in Manchester, champagne, flowers birthday cake, due to a problem with inputting payment they cancelled the order the night before with no contact at all to try and resolve it, even though they process the order nearly the 48 hrs before so where aware of problem . They had lots of time to contact me to try and resolve. They had phone email all my contacts, they made no effort at all and my son’s birthday surprise is ruined, devastated I will never use this awful service again, shocking customer service ! Stay away!”

Helpful Report

Posted 3 years ago

“I need to do reviews on line”

Helpful Report

Posted 3 years ago

“Always shop at Waitrose...love it...The online order system is brilliant..so easy to use...and get your shop delivered when you want it and is always in pristine condition when received.Delivery price is great.Never shop anywhere else.If something's not right they always always put it right....”

Helpful Report

Posted 3 years ago

“The new app for customers is awful. Far too complex and time consuming. Dreadful. Go back to normal offers, without all the palava of checking every week. Bring back free newspaper. At the moment you have lost me to Tesco”

Helpful Report

Posted 3 years ago

“Excellent customer experience. A large size, and heavily discounted, bag of ground coffee (Taylor’s) was out of stock and not due in again for three days. A member of floor staff picked x4 of the smaller size bags (up to the equivalent weight of the big bag!) and charged me the discounted big bag price! Really won my loyalty - they just fixed it without any fuss!”

Helpful Report

Posted 3 years ago

“The Levantine Slow Cooked Chicken tasted ok, but Minute portion. How Waitrose think one small piece of thigh is enough per person as part of a main meal baffles me! Just lucky much more food was cooked that evening with expectations of freezing but it was eaten to fill the gap!!!”

Helpful Report

Posted 3 years ago

“DONT BUY THEIR FISH! ! MOST DISGRACEFUL FISH IVE EVER BEEN SERVED AND I TRAVEL AND COOK FISH IN MANY COUNTRIES Waitrise in Fulham Rushed into this store which I have always found pleasant staff eager to help and good layout of items and ok fruit and vegetables Needed some fish .Admittedly it was after6 PM and the fishmongers down the road had CLOSED. I ASKED THE ASSISTANT AT THE FISH ZONE FOR 6 FARMED BASS FILLETS I AND I THOUGHT ID TRY 2 MACKERAL FILLETS THAT WERE WILD CAUGHT FROM SCOTLAND OPENED THEM AT GOME AND MY MAN HAD MIXED THE ORDER SO I GOT 6 MACKERALS THEY SMELT PRETTY POOR WHEN I OPENED AT MY FULHAM HOME ,BUT ON COOKING AND TASTING THE MACKERAL WAS ROTTEN I AM SO DISMAYED THAT A CHAIN THIS LARGE TAKES ON A FISH SUPPLY AND HAS NO QUALITY CONTROL OF THERE FRESH PRODUCT DONT TOUCH THEIR FISH !!! THE BASS WAS NEARING ITS END OF LIFE BUT THANKFULLY EDIBLE DESTROYED MY DINNER EVENING WITH FREINDS”

Helpful Report

Posted 3 years ago

Waitrose is rated 2.6 based on 669 reviews