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Waitrose Pet Reviews

1.8 Rating 43 Reviews

21 %

of reviewers recommend Waitrose Pet

Company Reviews

1.8

Based on 43 reviews


Shipping & Delivery
Delivery Methods	Courier
Customer Service
Communication Channels	Email, Telephone

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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

“Very sad and surprised to find this service discontinued. Despite trying to support local pet stores/vets this was the only site that could regularly source my cat’s special diet food, and on a subscription. The bleating from the “petition” now means I am unable to provide a secure affordable supply of food for my ill, elderly cat. A real shame. Please bring it back.”

Posted 6 months ago

“Website has changed and therefore unable to just reorder what I have had previously. Placed an order expected delivery 2 Aug. Called on 5 Aug to enquire and was told they would need to investigate and get back to me. At 4pm i had not received a reply so i decided to call their customer services nos... tried option 2 no call handlers to take my call and then the call cuts off. Tried 6 times between 16:00 - 17:00 and to no avail even though they are supposedly open until 18:00. Called on 5 Aug and after the call handler Sarah took all my details rather than looking up the order with my details.... told me she couldn't help. Spoke to Paul Thorpe the supervisor who was equally as unhelpful and said i had to wait until Monday! What is the point of a customer services line if you can't help anyone?! I have sent in a complaint to the email address on the Waitrose Pet website and to date no reply! I am also awaiting a refund that i was told by Emma would be credited between 3-5 working days... to date no refund. AVOID ordering anything through this site at all costs, the service has gone to the 'dogs'.”

Posted 8 months ago

“Placed an order for £150 worth of cat food, as my local store didn't have any in at all. Just received £120 worth of sensitive puppy food ordered by someone in Cambridge (I live in London). Cannot ring anyone as I get cut off. Won't use them again!”

Posted 1 year ago

“Sevice was very good, no problems, excellent products.”

Posted 1 year ago

“I have used Waitrose Pet every month for over 2 years for my dog food and have been delighted with the service, no problems at all”

Posted 1 year ago

“Horrible service, I ordered something for next day delivery 4 days later it hadn't arrived so i called them and after waiting to get through for about half an hour they said it apparently arrived damaged and they need to wait a week for new stock, obviously i requested a refund instead. They didn't update me at all they were I guess just going to let me wait a week for a product ordered for next day delivery. Shocked that this is supposed to be a subsidiary of Waitrose. I would not recommend ordering from here”

Posted 1 year ago

“Tried to return an item to Waitrose pet, which I took to my local Waitrose. They said I would receive a refund within a week, 2 weeks tops. It’s now been over 3 weeks and still no refund. It is £80 which I can’t afford to lose. No one answers the phone when you call. Will be making a formal complaint as seems it is the only way I will be able to get anywhere. Really annoyed and disappointed. Appalling service!”

Posted 2 years ago

“Very poor service. Still waiting for product to arrive after 1 week. Delivery period was 2 days on their website. Poor communication and service. Will not be using again! Order ref: 3392814”

Posted 2 years ago

“Like others commenting below, Waitrose Pet have let me and themselves down. I have ordered dog food from them for ages and they were really good but both the last 2 orders have experienced delivery issues. I still haven't received my last order (£90 of dog food) after a week of ordering it. I have phoned 3 times, twice they promised it would be with me next day and it hasn't arrived. Last phone call I made I was really unfortunate to speak with Akash (apparently a supervisor, although doubt it!) he was so enept... he couldn't work his computer, sounded barely awake and then was rude and didn't care, just saying it has been shipped, Yodel say that they are still waiting to receive it? No apology or compensation and no dog food... Waitrose you need a review of this service and some urgent staff training.”

Posted 2 years ago

“I ordered on 22nd February £40 order. I was told there would be a delay but hopefully would be dispatched on the 28th February.As I hadn't had an e mail confirming my order by the 28th I rang and they still had problems with supply .They were blaming the storm and Yodel's high sided vehicles.The storm was on the 18th February before my order was placed on the 22nd. I was offered 10 % compensation (£4)but I opted for refund. I still hadn't had refund by the 3rd March so I 'phoned and they said it hadn't yet been actioned.What a disgrace! I shall never order from Waitrose again.How can they take our money for orders they cannot supply? Amazon in future ...Next day delivery.”

Posted 2 years ago

“Placed order on line with Waitrose Pet, promoting 2 day delivery. After placing order & paying for it was told confirmation note said 5-7 day for delivery! Rang to complain and cancel order. Appalling customer service from Emma; told me because of Covid, Christmas holidays (9th Dec), staff shortages etc everyone was experiencing delays. I had to be patient. I said in that case Head Office should just ask web staff to update the site stating delivery delays to meet customer expectations rather than pass info on to customer after order placed/ paid for. By the way I also work for a large Co & we stopped during the second lockdown using covid and staff illness as an excuse for delays. We apologised then tried to find alternative solutions like engaging local delivery firms. Emma then got into a verbal argument with me and I said I just wanted to cancel order & get full refund. She said she would initiate refund and I received an email the next day to confirm refund initiated. When I called 4 days later no refund had been initiated but Lea her colleague got on the job and refund to PayPal arrived 4 days later. Thanks Leah. Waitrose you’ll need to read these reviews and perhaps retrain your CS people.”

Posted 2 years ago

“Disgusting service.. ordered dog food on the 13th December.. stating it would arrive the next day. Two days later I rang, to be told they had none in the warehouse.. took my money soon enough. Knowing they didn’t have any.. so I cancelled . STILL WAITING IN MY REFUND. 30tb December. This company parading as Waitrose, needs to be shut down. Going to my bank to investigate.”

Posted 2 years ago

“Dreadful experience and not Waitrose at all. Order never arrived and supposed refund given via PayPal which is very strange. Same person eventually answered with no idea and no options which makes me think this is a one man band operating from their house and using the name Waitrose to get customers. Avoid at all costs”

Posted 2 years ago

“Placed an order last week for delivery on Tuesday which still hasn’t arrived, have been ringing for hours on end every day and no one answers the phones.”

Posted 2 years ago

“This is either a scam or Waitrose have made a big mistake. Waiting for 2 weeks for an order and nobody answering the phone at Monster pet or Waitrose Pet. Utterly disgraceful customer service.”

Posted 2 years ago

“Unreliable. Sent my a date for delivery but not dispatched so I emailed them & nearly a week later still haven’t received a response:( so I rang them & they said they would speed delivery up , that’s just not good service. I shouldn’t have to be ringing them to chase. I won’t be using them again & don’t recommend them.”

Posted 2 years ago

“Great services, been using waitrose pet for a few months now. Delivery is always quick and always get a little freebie thrown in. Great service”

Posted 2 years ago

“As a regular user I am puzzled and dismayed to read so many negative reviews for Waitrose pet. I have used the service for many years with no problems at all. The one time something was missing from my order it was replaced immediately. My only criticism is that the boxes are too heavy for me to lift. Hint :Just because you can get 72 packets of dog food in one box does not mean that it is a good idea! I remain a loyal customer.”

Posted 2 years ago

“I would award 0 stars if it was an option! Trying to return or arrange collection of a duplicate order has proved impossible. Calls to Waitrose Pet tel.no result in being transferred to voice processing service then being cut off ! Wasting hours !! The delivery is too heavy to return to the store - Waitrose reputation is being compromised by this poor service”

Posted 3 years ago

“Returned an item for a refund. Waited and waited, heard nothing after 4 weeks. Tried to phone but lines were dead. Sent messages online but ignored! Contacted Head Office but promised call-backs never materialized. Finally had no option but put in a formal complaint. Eventually got a refund but received no apology. Worse customer service ever!”

Posted 3 years ago

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Waitrose Pet is rated 1.8 based on 43 reviews