I have been shopping at Waitrose for more than 20 years. Today I decided to quit Waitrose for good. The Christmas shopping was a nightmare last year and I was hoping it will improve this year. Unfortunately, it got worse. It is impossible to order Christmas food either online or in person. The customer service replied saying that the ordering system will be open soon, leaving it very vague. When I further questioned it in a store I was told that I have to find another branch other than the 4 branches I had already tried. What really got me angry was the apology of this person "Christmas is a busy time sorry we run out quickly". She was in her 20s meaning that I was shopping at Waitrose since around the time of her birth. She had not realised that I have been doing this every year for as long as she lived and I know how this works normally. It was probably her manager's response she was repeating. In either case the message was "we don't care, go away and stop bothering us". If you lost your work ethic then it is time for me to say good bye. I have now ordered all my Christmas food from a local farm and M&S. They are so much better and care about their customers. Good bye Waitrose and Merry Christmas :)