I've been an online delivery customer of this company for eight years. In all of that time Waitrose has never bothered to connect up their stock system with their website. Result? You sometimes don't get the product(s) you ordered. In the last two to three years that regularity of having items missing has increased. So I'm coerced into setting 'substitution items'; something i'd have in place of an item that's missing. Then they decided to charge £3 for delivery. The pickers used to have some intelligence i.e. a missing lettuce would be replaced with an iceberg lettuce. Then last week they delivered my order, minus SIXTEEN bottles of ale i'd ordered for a bbq. 16. NO substitution was offered (they do single bottles and cans), but they substituted the lettuce! Then i find Waitrose have CLEARED all the substituion data i'd entered; no indication / apology. And no apology or follow up from the missing ales. This is about complete lack of customer service. And saving their money. Well, you won't be getting any of mine in the near future. Adios Waitrose.