Waitrose doesn't seem remotely concerned with my shopping experience. It definitely wants my money. It does its best to entice me, with vouchers and coffee and special offers, but none of this is meaningful in the face of the constantly ambivalent, apathetic and often dismissive attitude of its staff. I'm sorry; its "colleagues". (Is this term intended to encourage shoppers to adjust their expectations of the individuals who pack shelves, man tills and answer general product queries?) In my local store - Fulham Broadway - there are three really lovely staff members. These three make a huge effort to enhance the client experience and offer good "old-fashioned" customer service. You know, the kind that ensures a "Good morning", or "How are you today?", or even "I'm so sorry you had to pull all your shopping out of your many bags and rescan them on the handheld self-scanner, for the 4th or 5th shop in a row for no fathomable reason!". That kind of service. Where you're made to feel that you are important to both employer and employee. I used to love shopping at Waitrose (the service was outstanding, without fail), but I hate it these days. In fact, I've moved across to Abel & Cole for home-delivered, honestly-ethical produce, and I reserve my Waitrose shop for those necessaries that I can't find elsewhere. If only there was a Sainsbury's (or, frankly, any other store, so conveniently placed, I would happily switch tomorrow).