Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.60

2.6 Rating 675 Reviews

36 %

of reviewers recommend Waitrose

2.6

Based on 675 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email

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

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

“The customer service at Waitrose, Comely Bank Branch, Edinburgh, is dire. On my last visit to this shop, I waited at the Delicatessen Counter for over five minutes with no Assistant behind the counter to serve me. A number of Waitrose Shop Assistants breezed past me; ignoring me. Not one had the gumption to say, "I shall get someone to come and serve you, sir." Why is that when the king and his late mother visited Waitrose a few years ago, the shop assistants and their managers ingratiated themselves with royalty in the most nauseating and obsequious way. This television programme showed a young woman Assistant who genuflected so much that her knee hit the floor. The so called partners were most keen to indulge the King' s every whim. It is clear that Waitrose turns on the charm for the King and his late mother but the partners have had a charm and courtesy bypass when attending to the legitimate concerns oft hose of us who pay premium prices for our shopping by suffering indifference and inconvenience. I would like a fraction of the respect shown to the King from Callum at Comely Bank. No Waitrose Shop Assistant or Manager would have dared to say to the King what this complacent man said to me. He told me that I had to wait because the school kids were in the branch and they had to make sure the bakery was adequately stocked for their benefit. I pointed out that the Branch should have adequate staff on duty to attend to all necessary tasks. As the absence of an apology was noticeable, I stated that the penny pinching on staffing was obvious and that I spend a fortune in the store paying premium prices for an inferior level of service. Callum told me that staffing costs were a relevant factor. He peered in to my shopping trolley in a condescending way. As he failed to apologise, I told him that I would write to the Chairman of John Lewis and he told me that I was welcome to do so. he was clearly desperate to raise the temperature of the interaction and I am too clever to rise to his bait. I do not need the approbation of a man wearing the Waitrose overall to sanction my correspondence with someone in a position to rectify shortcomings in service and courtesy. I remember when this man took up his post at Comely Bank, he was full of good intentions about improving things. He has obviously been unable to improve basic customer service so he thought he would gaslight me. When this exceedingly arrogant man had departed, the girl behind the counter told me the truth. She had been working on a nearby fixture and had not noticed me waiting and she profusely apologised.Apparently, she should have stopped doing whatever she was doing and come to the counter to serve me. What a charming young woman who does much better than her manager. Lidl at Meadowbank may not have a Royal Warrant but the staff are not up themselves like they are at Waitrose.”

Helpful Report

Posted 1 week ago

“I won’t shop there again management are complete sausages . Sacking a loyal employee because he protected Waitrose property. They need more like him .😩👎”

Helpful Report

Posted 1 week ago

“After reading that waitrose has sacked an employee for trying to stop theft, I will no longer be shopping there. We the customers will be paying for the thefts that waitrose does not care about. Your attitude to this hero employee is disgusting.”

Helpful Report

Posted 3 weeks ago

“They don't even try to stop shoplifters, and even sacked a hero employee who tried to stop one. It seems like Waitrose is fine with just letting thieves go and simply raising prices, forcing customers to pay for them. I'm boycotting Waitrose, at least for the time being. Firing a partner who backed customers and worked for the company for almost two decades is a disgusting thing to do, especially during these difficult times. Shame!”

Helpful Report

Posted 3 weeks ago

“My experience with Waitrose / John Lewis has been deeply disappointing and, frankly, unacceptable. A delivery driver caused approximately £1,400 worth of damage to my property while leaving after a grocery delivery. Rather than reporting the incident, the driver simply left the scene without making any attempt to notify me. The damage only came to light because it was captured on CCTV. What followed was not a responsible or customer-focused response, but a prolonged period of inaction. Despite clear evidence, there was no urgency, no meaningful accountability, and little indication that the matter was being taken seriously. Communication was slow and, at times, non-existent. The most concerning aspect is that I was ultimately forced to issue County Court proceedings nearly three months after the incident just to prompt progress. That step should be wholly unnecessary in circumstances where the facts are straightforward and supported by evidence. For organisations that trade so heavily on trust, service, and integrity, the apparent lack of oversight and engagement at a senior level is difficult to understand. At no stage did the handling of this matter reflect the standards that customers are led to expect. This has significantly undermined my confidence in both brands. When an issue arises, customers reasonably expect it to be dealt with promptly, transparently, and responsibly. That has not been my experience here. I would encourage others to consider how situations like this might be handled before placing reliance on these companies.”

Helpful Report

Posted 1 month ago

“I have been using/ ordering Waitrose food since your Beaconsfield store opened many years ago. Have been living in Dorset now for over 22 years and have continued to get your deliveries. BUT!!!!!! I’m seriously changing to Sainsbury’s as your products of ready meals are DECLINING !!!! Fishpie, Cottage pie etc are mostly POTATOES !!!! IMPROVE or lose an over 35 year customer!! I understand that you are trying to keep cost down, but either make portions smaller BUT DONT just put MORE potatoes to make up the shortfill of more expensive ingredients such as meat/fish etc!!! CUSTOMERS ARE NOT STUPID!!!”

Helpful Report

Posted 2 months ago

“Things can go wrong, everyone expects that. Waitrose customer service used to be second to none sorting out problems. Now it's impossible to find someone who is even vaguely interested and never bother to get back to you. Gone from the best to by far the worst in a very short time.”

Helpful Report

Posted 3 months ago

“Order food to order, no crown and turkey with giblets given, also a weird colour for turkey, hopefully oh for tomorrow”

Helpful Report

Posted 4 months ago

“Waiting an age again in Waitrose Swaffham, they should open all the tills on a Friday this close to Christmas, they have opened more self service tills of late, I know they have this in common with other supermarkets, the same with the temperature it’s always cold, I suppose they don’t want us browsing, at least I wasn’t tempted to buy overpriced luxury items, hurried back to my warm car.”

Helpful Report

Posted 5 months ago

“I’ve not ordered online from Waitrose before. I hardly shop there because it’s not my nearest supermarket. However, I decided to order a dozen treat items for Xmas. Booked my slot - lucky to get 19 December. That’s the closest I could get to Xmas. I ordered some ice cream deserts, a tiramasu, a few packs of biscuits, some Yorkshire puddings and goats cheese bakes. After booking and buying the items, I remembered that I’m working a half day that day, so I could get my items delivered earlier in the day, which would be much better than the 9pm slot. I contacted customer services and, needless to say, they were useless. They said that because my order contained items for entertaining (I’m not sure what they were referring to) and these were already being prepared (what, 10 minutes after I ordered, really?) they couldn’t change the time slot. I pointed out that it was for 4 weeks time, for the same date, I just wanted an afternoon slot around 2-4pm, rather than at 9pm. Customer services simply quoted policy. It’s a terrible, nonsensical policy. The fact that this was my first and now last time ordering from Waitrose because of said policy and awful customer service just shows that this policy is not really working out for Waitrose.”

Helpful Report

Posted 5 months ago

“In my experience this chain has become too expensive for the quality they offer, especially in the last few months. I've seen prices raising 40% or more, items costing 1.10 have been raised to 1.55 the week after. I'm based in Eastbourne. I'm going shopping to Sainsburys now, going to waitrose next home only for small things when necessary”

Helpful Report

Posted 5 months ago

“I had a rather disappointing experience with my Waitrose Christmas food order a couple of years ago — several items were missing and the staff didn’t seem particularly bothered. Despite that, I decided to give them another chance this year and planned to order some desserts. However, despite it being only the 13th of October, the desserts are already sold out! Considering these are made-to-order items, that’s quite ridiculous. I tried reaching out to customer service for some clarity, but, frankly, they seemed even less informed than I was”

Helpful Report

Posted 6 months ago

“They changed the price of items purchased for a charity event without telling us prior to delivery on the day of the event so we ended up paying almost double the price. When this issue happened a few years ago with another supermarket the honoured the offer price. Waitrose just sent me their T&C's which basically say nothing can be their fault ever...”

Helpful Report

Posted 6 months ago

“Tomahawk steak, cooking instructions leave steak undercooked, even increased temperature and time delivers a fatty, tasteless piece of meat. Never again, premium prices for dreadful quality. In future, slow cooked brisket from Morrisons at half the price and twice the flavour.”

Helpful Report

Posted 7 months ago

“Waitrose Hitchin have a screen as you enter the shop which appears to be facial recognition. It had a red atrio along the bottom saying it was recording. When I brought up the consent issue of taking people’s images with the manager he was rude and dismissive. He manoeuvred me in front of the camera which said recording. Waitrose fail to understand that consent is essential. If you don’t have consent it isn’t legal or lawful. They did not apologise for their treatment of me. Instead they told me the screen wasn’t recording even though it clearly stated it was. The manager diverted the conversation towards their need to deter theft. Which wasn’t my point. Consent and informed consent is essential. Speaking down to a customer on a matter of consent is outrageous. Waitrose grocery stores do not have authority to take our images without consent. They especially should be careful when recording children and taking images of children without consent. Thank you.”

Helpful Report

Posted 9 months ago

“Your soap for sensitive skin is absolutely awful.Leaves your skin feeling squeaky bull not clean.And considering its for sensitive skin it made my skin itch.”

Helpful Report

Posted 9 months ago

“I brought the finest beef madras. £7 50. It states this is for two people. There were 2 small pieces of beef. At least a5 leaves you had to pick out. It was awful and definitely not a meal for 2.”

Helpful Report

Posted 10 months ago

“Why is organic vegetables in oversized plastic containers and pesticide vegetables in cardboard containers”

Helpful Report

Posted 11 months ago

“Why is organic vegetables in oversized plastic containers and pesticide vegetables in cardboard containers”

Helpful Report

Posted 11 months ago

“Party sandwiches never arrived Very Disappointed with Waitrose Party Delivery I relied on Waitrose for sandwich delivery for a birthday party, and it turned out to be a terrible decision. The delivery was scheduled between 8–9am but never arrived. After several calls to customer service, they couldn't guarantee when or if the sandwiches would arrive, and they were unable to get any clear answers from their delivery team. This left me in a stressful situation, and I had to urgently order local pizzas at the last minute to save the party. I expected much better from Waitrose. I will definitely avoid using their delivery service for any future events. It was incredibly stressful and disappointing. ***(They didn't accept my review on their website, so posting here)*** That's their reply... "Thank you for submitting a review of Party Sandwich Selection. Unfortunately it didn't meet all our website guidelines, so we're afraid it can't be published"”

Helpful Report

Posted 1 year ago

Waitrose is rated 2.6 based on 675 reviews