Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.65

2.7 Rating 642 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 642 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 82%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	2 out of 5

About Waitrose:

At Waitrose.com, you’ll find all the quality and value you’d expect, together with the kind of service only Waitrose can offer. Your order will be picked, packed and delivered from your Waitrose branch by our Waitrose Partners – people who own a share of the business, and will always take as much care with your shopping as you would yourself. With a wide range of products and brands it makes it the perfect place to grocery shop

Visit Website

Phone:

1344 42 4680

Email:

customersupport@waitrose.co.uk

Location:

Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell
Berkshire
RG12 8YA

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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

“I spend multiple ££££’s with this store over the year. My collection before Xmas was a calamity, left sitting in my car for 30mins waiting having called the click & collect line and being told my order would be out in a moment. Went into the store and nobody had bothered to go and get it, so went back and waited in my car for another 10mins whilst they fumbled around. Complete shambles. Fast forward to today I’ve made an order for delivery and order doesn’t show up. No communication from store / driver or anyone. So I call the help line (which sounds like an outsourced service in a different country) where I’m on hold for 10mins whilst she tracks my order. Apparently the driver is coming now - unsurprisingly he wasn’t. Fast forward another 15mins I have to put my son to bed and over 45mins beyond the stated delivery window I left a note and bags asking them to leave the groceries in my porch - but no, the driver decided to disappear again with no phone call / no ring on the door bell, nothing. You guys are useless and I have already requested my account and all details be removed as I will not ever spend money with such a thankless, poorly run company again. It’s clear you / the business don’t care but you’ve waived good bye to £10k of business a year from me for the next 40-50 years so you can do the maths on that! In fact you probably can’t- it’s £400,000 to £500,000 worth of business. Anyone reading this I would urge you to think about the vast amounts of money you spend over time with these businesses - and how little they care.”

Helpful Report

Posted 6 days ago

“They have helpful staff and a good range of locally sourced food.”

Helpful Report

Posted 1 week ago

“I received biscuits as a gift but when opened were all broken up. I contacted customer services via email and phone and they insisted they wouldn’t do anything unless I produced a receipt. This is unacceptable as I think it’s rude to ask someone for the receipt. A company like Waitrose should have just agreed to replace them”

Helpful Report

Posted 2 weeks ago

“This years waitrose Christmas yule log is the best chocolate log I have ever bought still so fresh over a wk later not over sweet and great value for money......”

Helpful Report

Posted 2 weeks ago

“Last time I ever shop in Waitrose. At the end of a hardworking week the last thing I need is for me and my trolly load of shopping to be met with only small areas of self service check outs with no room for trollies let alone adequate packing area which do not allow ease for packing a trolly, Unhelpful? Surley staff and having to put up with calling for and waiting for the one unhelpful assistant when products wont scan. Whoever thought doing away with normal checkouts was an idea needs shooting.. Waitroose has so got there customers wrong again !!!!!!”

Helpful Report

Posted 3 weeks ago

“I bought a chicken tikka masala 350 grams as our Boxing Day curry. It was supposed to feed two, the sauce was lovely, but there were only 8 really small pieces of chicken in it and I do mean less than bite size! My husbands comment of ‘ its a good job I’m not my usual level of hungry, as I could eat that by myself’ prompted me to write this review. It’s possible that we got the packet that was the end of the factory run?, but if not then next time I’ll buy a jar of sauce, chicken and make my own. Probably cost less than £4.95 too. I can’t fault the quality but the quantity left a lot to be desired.”

Helpful Report

Posted 3 weeks ago

“One month before Christmas this year, I attempted to order my Christmas Turkey for collection a few days before Christmas at Waitrose's Comely Bank branch. Imagine my disappointment when the website advised that the Turkey which I selected was "sold out." "Sold out" one before Christmas, I ask you. I wrote to the new Chairman of the John Lewis Partnership, (John Lewis owns Waitrose) stating that this failure, on the part of a major supermarket, to balance supply and demand was reminiscent of the former Soviet Union Food Distribution System and not what a regular customer expects from a major retailer in a modern market economy. I received a reply from Waitrose telling me that they "work with their suppliers." I am certain that Tesco, Sainsbury's, Morrisons and Asda all work with their suppliers - it beggars belief that any of them would not work with their suppliers because it is in their interests to do so. Waitrose made suggestions of alternative Turkeys which they were able to supply but the fact remains they could not supply what I wanted one month before Christmas. The tone of the reply was perfunctory telling me that they work hard "to supply the products that I love" One of their "helpful" suggestions was ridiculous because I am diabetic and a treacle glazed turkey is not a good choice for a diabetic. Not enough concern or attention was given to the failure of Waitrose being completely sold out of something one month before Christmas. As a result of this, I have been shopping at Tesco and have found that it has improved beyond all recognition at my local branch with the items that I want to buy sitting on the shelves without any excuses for non availability; and very helpful staff around the store. I heard a manager at my local branch thanking a girl working on a display for doing such a good job. Appreciating workers is an underused tool in workplaces these days.”

Helpful Report

Posted 1 month ago

“The Suet pudding Steak and Kidney pie has a wonderful filling. Why cant I buy it ( or the filling) the rest of the year? Not sure on the cooking in the oven suggestion -I tried steaming for 30 mins and it did seem similar but not as suety as I remember from year ago. BUT STILL A WONDERFUL Pudding.”

Helpful Report

Posted 1 month ago

“Super helpful staff. Good food variety, excellent wine choices”

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Posted 1 month ago

“I bought a pack of your own soft white toilet rolls recently and the quality has changed considerably. I won't be buying them again. The circumference was smaller the width was smaller but the hole in the middle was much bigger.. They were embossed not plain as before so the surface was rough not soft and worse still the new roll weighed 105 grams but one from my older pack weighed 166 grams.”

Helpful Report

Posted 2 months ago

“I bought the fish and chips meal deal to have with a dear friend . The food was delicious the batter was crisp, the loin of haddock was substantial and delicious . Triple cooked chips were amazing . I’ve never been moved to write a food review ever both both of us agreed best fish and chips we can remember . For dessert we had the sticky toffee pudding that was also excellent .Well done Waitrose”

Waitrose 5 star review on 24th October 2024

Helpful Report

Posted 2 months ago

“I bought some cod and then discovered you had put black pepper in it. I was unable to eat it. I will get my fish from the chip shop where they don’t mess about it people can always add pepper to their food if they want it. I hate it but it is added to so many ready meals.”

Helpful Report

Posted 3 months ago

“I recently went to Waitrose near Emsworth and bought some scooping cheese Gorgonzola I think it was. I was delicious, and I need to buy some more, I have tried all of your stores in the Bristol area and none stock it.Isthere any chance of rectifying this ?I think people would love this absolutely fantastic tasting cheese.Many thanks...”

Helpful Report

Posted 3 months ago

“Delivery problems Twice in 3 weeks. No shopping arrived as ordered so phone store and told no drivers so you are not getting delivery. Had to go to store to pick up big shop. Waited over 45 minutes in click and collect space only to be brought someone else’s shopping! Lack of communication from Waitrose is appalling. They are usually really good but things seem to be slipping recently.”

Helpful Report

Posted 4 months ago

“The customer service, Kath at your Uttoxter store, served me up, took me back, to "Back In The Day" Kath was polite, very helpful, when I couldn't pronounce Courvoisier, knew instantly what I was trying to say, and off she popped to get it, there was no, "Time means Time, as I was a little early, also there was no trouble, when I also had a return, if you don't mind me saying, Kath is a very good example how "First Facing Staff" delivers "Customer Service" upon entering your Uttoxter Store, based on Kath special qualities, in Customer Service, I will be visiting your Uttoxter store in future.”

Helpful Report

Posted 4 months ago

“I purchased strawberries from the Uttoxeter branch and the best before date was the 14th Sept ( next day) Every single one was inedible -they were soft and completely tasteless. They looked as if they had been frozen?”

Helpful Report

Posted 5 months ago

“Gone completely down hill! Staff are still lovely and helpful but seeing half empty shelves is disheartening. Get the impression the staff are not going to kill themselves to get up to speed having lost their share bonus this year and management going missing! Finally bought free coffee back but no newspaper with it! Gave me a reason to pop, use the cafe, drink read paper for free then shop! Oh and locally in Billericay the parking is a disaster. Sit there while 4/5 cars leave but barrier doesn’t open? Then you drive around for 15/20 minutes to find a space. Supposed to only have two hours but what if you need to shop local then finish at Waitrose? This after ‘losing’ 20 minutes! Previous system of spend £5 get free parking worked better!”

Helpful Report

Posted 5 months ago

“I purchased an Organic Chicken from Ely Branch on Sunday 28th July 2024 it cost me £19.85. Cooked a lovely Roast dinner but I have never had a chicken as tough as that in my life it was inedible, extremely tough couldn’t even chew it to swallow it. I ended up throwing it all away. I tried to call Waitrose customer service on the 0800 number and they spoke to me then left me holding for a while and hung up on me what great customer service. Not good really is it. I will never buy another meat item again from Waitrose, what a waste of hard earned money.”

Helpful Report

Posted 5 months ago

“Last 4 home deliveries products contained numerous items with 2&1 day use by dates !!!! This last one had 13 of the 24 items with 3,2&1 days use by dates - each time it’s just a refund for those items and no consideration for the inconvenience of having to have someone go out to buy those products again for me(am recuperating at home after big op) John Lewis/Waitrose your customer service is appalling !!”

Helpful Report

Posted 6 months ago

“I went to Waitrose yesterday to purchase a packet of Villiger cigars as it is one of the few “ luxuries “ I have. I was shocked that Waitrose charged over 25% more than another supermarket a few hundred yards away (Morrisons). Unfortunately Morrisons had a problem with their tobacco shelves and couldn’t access the product.Whilst I reluctantly accept that Waitrose is usually a bit more expensive for food items,I cannot understand how they can do so for a like for like product. To me it is simply profiteering”

Helpful Report

Posted 6 months ago

Waitrose is rated 2.7 based on 642 reviews