Waitrose Reviews

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

2.6 Rating 653 Reviews

37 %

of reviewers recommend Waitrose

2.6

Based on 653 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
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 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Waitrose 1 star review on 4th March 2024

Katya

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Having been a customer of Waitrose for many years and never having used their Flower delivery service before, unfortunately I chose to use it for the first time recently and ordered special flowers for a family member on their special day. Asking for a morning delivery proved to be a waste of time as they did not arrive until just before 4pm. The flowers cost £32 and were supposed to be 'bright and beautiful'. In fact, when they did arrived, they were 'sad and sickly'. I can honestly say they were the most lacklustre, droopy and cheap looking bunch of flowers anyone ever received and I was embarrassed to have sent them. I would never use this service again.”

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Posted 7 years ago

“Well, I was thinking of going to Waitrose in Hythe or Folkestone to try them out, but seeing as how most of the reviews on here are negative I have changed my mind.”

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Posted 7 years ago

“Half stacked shelves. Out of many goods. Uncaring manager in Winton.”

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Posted 7 years ago

“I’ve been a customer of Waitrose delivery for many years but over the past week have had an absolutely abysmal customer service experience from them. Last Saturday less than half of my fortnightly shop showed up. The driver was very apologetic and someone from Waitrose Coulsden called shortly after to discuss the order. At the time they offered a refund for the missing items but I wasn’t happy with that as it meant that I would still have to go and do a shop for the missing items. The woman I spoke to said she would look into doing another delivery for the missing items. She called me back later saying the missing items would be delivered between 6 and 8pm. I accepted that but also requested compensation since the majority of the items I ordered would show up 8-10 hours late. She told me I would have to call the main customer service line to discuss a refund. I called customer service and after speaking to a supervisor (the original person I spoke to seemed incapable of helping me) was told that a refund of approximately £70 (I can’t remember the exact amount) was already in the system. I was happy with that so I didn’t pursue the refund any further. Later that evening, it’s 8:00 and still no delivery. I called Waitrose Coulsden and spoke to Alicia who said she could see that a re-delivery was promised to me but that no one had actually picked the items or set up the delivery. She apologised and asked to call me back to see if she could get a delivery arranged ASAP. True to her word, Alicia did call back and said she could have the missing items delivered between 10-10:30 that evening. Despite this being 12 hours later than my original delivery slot, I accepted it. The second delivery arrived at about 10. However there were still missing items and some of the items picked were different from my order. This was frustrating but I decided not to complain as I was promised a refund. This morning I checked my credit card and there is no refund from Waitrose. I called the customer service line and was told that due to accepting a re-delivery the refund was cancelled. I explained that was never communicated to me last week and I expected to be compensated for a delivery that was 12 hours late. I asked to speak to a supervisor. Chris Hayes then got on the phone and I told him the complete story. He then explained that he had to call Bracknell to request a refund. I waited on the line while he did this and when he got back to me he said he could only offer compensation of £25 off my next order and a refund for any items I was unhappy with. I wasn’t happy with this offer as the refund was only 1/3 of what I was promised the week prior. Since I felt like the customer service I was receiving was poor I said I would complain on social media if I didn’t get the refund I was promised. Chris Hayes then very deliberately repeated what he was typing, “Threatened to complain on social media.” This was very upsetting to me. It felt like he was recording some kind of bad behaviour against my account. Chris called Bracknell a second time and returned with the same offer and said if I didn’t accept it then I was free to complain on social media. I rejected the offer. I thought I would get greater satisfaction making Waitrose customers aware of the very poor customer service I’ve received. I don’t think I’ve been unreasonable in expecting Waitrose to follow through with the refund I was promised last week.”

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Posted 7 years ago

“Its been a while since i wanted to share my experience. This happened in July. I sent flowers to my wife as a surprise birthday gift. Her birthday was on 19th of July and she works in Birmingham. So sent to her work address. I was told by waitrose that she would receive it on 19th. However it never reached her untill late afternoon on 20th. Its both waitrose and yodels fault. I was incorrectly promised and told that flowers would be delivered for 19th. When i called waitrose about delivery details they said they could not do anything. I spent £25 for it, waitrose did not even apologise. Horrible attitude. I am sure everyone appreciates the emotions behind the flowers. It was for her birthday. I will never recommend waitrose florists to anyone. When she received the flowers it was not fresh anymore and had to be thrown away. Waitrose i am disappointed with your service. I searched on the internet for good flowers and it suggested Waitrose. I liked the roses and hence ordered it. To my disappointment service was bad and pricy flowers.”

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Posted 7 years ago

“Was given a Paxton and Whitfield hamper through Waitrose, did not expect the shredded pork with sloe gin to have a risk of botulism, they have issued a recall! Would be nice in an email from Waitrose to have an explanation of how their supplier quality is so poor and how they are going to ensure their products are not 'to die for' in the worst sense. I”

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Posted 7 years ago

“Today my order was delivered 20 minutes late, I was not informed of any problems. There were 5 substitutions. I was delivered Ox tongue at £10.50, which was not ordered. Each time I have a delivery there are substitutions.”

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Posted 7 years ago

“Most if the products are either out of date or for that day. Nit good if you want to do a few days shopping”

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Posted 7 years ago

“Dear fellow Customers Waitrose in Worthing is absolute nonsense. The isles are laid out in the most ludicrous way possible - everything scattered anywhere!”

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Posted 7 years ago

“We've been loyal to Waitrose since moving to London a little over a year ago. We had grocery delivery set up about once a week and things went smoothly enough. If they were running late, we'd get a call/text/email. There were often substitutions, but we figured that was part of the gig. Three months ago, we moved to a new area of London and are now a part of a delivery warehouse (the only thing we can think to point the reasoning to). Every single delivery in our new area has had some sort of complication. Four times, we received the wrong type of pickles and it wasn't noted as a substitution. We'd order three and four jars of the same kind at one time and each jar would be a different type. After the third time, the driver "made a note" that they'd fix it. Fourth time came and we just stopped ordering pickles because they were being wasted and Waitrose certainly wasn't updating their process. There was one delivery that included molded food that had leaked into the whole bag and everything had to be thrown out. These are things that should be checked before they get to the customer's home because at that point, they aren't running out to the store/delivery center to grab us fresh items that they've wasted. It defeats the whole point of us having the food delivered to us. I work from home, so I can be fairly flexible with letting the delivery time seep over the one hour frame they give us. Except that every single time, they've run late, sometimes two hours late. This last delivery was our final straw, I couldn't hang out at home waiting for them this time. The driver arrived 30 minutes late and I received a voicemail saying he's here, waiting in the truck for me. After three minutes, another voicemail saying he can't wait for me any longer. He was very curt and insinuating that it was on me for not being home. We contacted Waitrose and they set up a delivery for the next day. The next day, the driver was just over an hour late and I ran into him as I was leaving the house. On my way to an appointment, I didn't have time to go back and unload the grocery bags. The driver told me he had just gotten the paperwork and assumed it was for the end of the day. He was holding papers and from the casual distance I was standing from him I saw, highlighted in bright pink, in the middle of the page, someone had written "12-1", which was our time slot. We contacted Waitrose to let them know their second late delivery was also a bust. We have yet to hear back from them and noticed that we've been charged for the first delivery. Our dinners the following couple evenings would have been a lot easier if that were true..”

Helpful Report

Posted 8 years ago

“Waitrose in West Ealing Alexandria Road is absolute nonsense. The isles are laid out in the most ludicrous way possible - everything scattered everywhere, sea food in 3 places, meat in 4 places, laundry detergent near candy, a cake stand in a random location in the middle of the shop (and there is no more of the same cake in the actual cake isle) you have to run around like a headless chicken trying to find things that have no business being there. Their little signs above shelves are not helpful. There’s never anyone to guide you and if there is they are always trying to run away and then when you do get the chance to ask a question they can barely speak any English! There’s always a lack of fresh produce and it does not keep long after being bought. The bakery section is an actual joke, shelves always empty and the bread goes stale exactly 30mins after being brought out. Have a feeling they reheat it or something it should no be stone hard next day after purchase…. The tills are a nightmare too, self service always an issue scanning items, one assistant is not enough for a shitty system and the tills themselves are so tiny everything is falling off the scales… I absolutely HATE this Waitrose, it is very crowded, very poorly managed and not helpful at all. Needs a very big change to be worth going to. I go out of my way to avoid shopping there.”

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Posted 8 years ago

“I purchased a faulty Thorntons Easter egg as a gift from local Waitrose store - on opening there was a large hole in the enclose (hidden) part of the egg, consistent with the moulding being incomplete! Attitude of Sainsbury manager was insulting and demeaning, firstly blaming me for the fault, then suggesting I had purchased a reduced price item. Made me feel like a crook rather than a dissatisfied customer!”

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Posted 8 years ago

“I bought salmon trout at Brent cross yesterday it was bad, stinking rotten putrid disgusted”

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Posted 8 years ago

“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”

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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.”

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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.”

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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.”

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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”

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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.”

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Posted 8 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 8 years ago

Waitrose is rated 2.6 based on 653 reviews