I’ve been a customer of Waitrose delivery for many years but over the past week have had an absolutely abysmal customer service experience from them. Last Saturday less than half of my fortnightly shop showed up. The driver was very apologetic and someone from Waitrose Coulsden called shortly after to discuss the order. At the time they offered a refund for the missing items but I wasn’t happy with that as it meant that I would still have to go and do a shop for the missing items. The woman I spoke to said she would look into doing another delivery for the missing items. She called me back later saying the missing items would be delivered between 6 and 8pm. I accepted that but also requested compensation since the majority of the items I ordered would show up 8-10 hours late. She told me I would have to call the main customer service line to discuss a refund. I called customer service and after speaking to a supervisor (the original person I spoke to seemed incapable of helping me) was told that a refund of approximately £70 (I can’t remember the exact amount) was already in the system. I was happy with that so I didn’t pursue the refund any further. Later that evening, it’s 8:00 and still no delivery. I called Waitrose Coulsden and spoke to Alicia who said she could see that a re-delivery was promised to me but that no one had actually picked the items or set up the delivery. She apologised and asked to call me back to see if she could get a delivery arranged ASAP. True to her word, Alicia did call back and said she could have the missing items delivered between 10-10:30 that evening. Despite this being 12 hours later than my original delivery slot, I accepted it. The second delivery arrived at about 10. However there were still missing items and some of the items picked were different from my order. This was frustrating but I decided not to complain as I was promised a refund. This morning I checked my credit card and there is no refund from Waitrose. I called the customer service line and was told that due to accepting a re-delivery the refund was cancelled. I explained that was never communicated to me last week and I expected to be compensated for a delivery that was 12 hours late. I asked to speak to a supervisor. Chris Hayes then got on the phone and I told him the complete story. He then explained that he had to call Bracknell to request a refund. I waited on the line while he did this and when he got back to me he said he could only offer compensation of £25 off my next order and a refund for any items I was unhappy with. I wasn’t happy with this offer as the refund was only 1/3 of what I was promised the week prior. Since I felt like the customer service I was receiving was poor I said I would complain on social media if I didn’t get the refund I was promised. Chris Hayes then very deliberately repeated what he was typing, “Threatened to complain on social media.” This was very upsetting to me. It felt like he was recording some kind of bad behaviour against my account. Chris called Bracknell a second time and returned with the same offer and said if I didn’t accept it then I was free to complain on social media. I rejected the offer. I thought I would get greater satisfaction making Waitrose customers aware of the very poor customer service I’ve received. I don’t think I’ve been unreasonable in expecting Waitrose to follow through with the refund I was promised last week.