Waitrose Reviews

Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.64

2.6 Rating 650 Reviews

37 %

of reviewers recommend Waitrose

2.6

Based on 650 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 80%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.9 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sidcup branch - good quality products but dear oh dear the service and management is poor. I raised several serious concerns about it with head office and they do not have the decently to investigate or offer anything than a cut and paste reply. It really doesn’t take much to show an unhappy customer you care and want to put things right, but that seems beyond Waitrose. I won’t be going near Waitrose again until they start to offer a level of service that is acceptable.”

Helpful Report

Posted 3 years ago

“Really surprised and disappointed at the free newspaper offer - getting a Guardian when I spent £10 definitely made me shop at Waitrose (despite the generally higher prices) - sadly this will send me elsewhere - when times are tough, Waitrose need to encourage loyalty more than ever as they are premium - less and less reasons to go there sadly.”

Helpful Report

Posted 3 years ago

“I have been a loyal customer of Waitrose for years. It became a weekly routine - the Saturday shop and the free newspaper. I never ever bothered with a coffee but that was my choice. I have now received the leaflet providing the alternative method of rewarding loyal customers. I haven’t a clue. Something about logging in and finding 2 special offers. A bar code. No thank you. I’ll get my Nectar rewards at Sainsburys and subscribe to the Times. Waitrose what were you thinking. I will not be using my card loyalty card. I am no longer loyal”

Helpful Report

Posted 3 years ago

“So..the new Better than ever offer leaflet was delivered. This is just a way of not rewarding your loyal customers. We want to do our shopping and be rewarded simply every now and again for paying the prices that you charge. We don’t want to have to sign in every week to choose 50p off a pack of ham or carton of milk, can get that cheaper elsewhere anyway. I have better things to do with my time, then we are supposed to scan the code lol. It’s a shop not an airport. I might bother to check an offer and scan for a tv but not for 2 measly offers a week. We are loyal for the shopping experience. You are definitely excluding the elderly, those too busy to have to faff around and most of your customer base who aren’t young and tech savvy or tech bothered. Your average customer isn’t young. Still, You won’t need to give as many rewards now. What a waste of my time having a card. Honestly as a loyal customer for 45 years(and I am tech savvy)this is really poor show. Who dreams this stuff up. Just do the right thing by us all and don’t make this a boring chore.”

Helpful Report

Posted 3 years ago

“The new customer offer is complicated and frankly not worth the bother. Instead of shopping regularly at my local store, whose staff I have got to know well since the place opened here in Sidcup, I shall just pop in to get the odd bottle of milk and maybe some porridge oats or goods that are marked down. A huge disappointment. Why introduce something without consulting the customers?”

Helpful Report

Posted 3 years ago

“Having been a customer for many years for a weekly delivery. Since the order coming from South Woodford branch . 3 times in a matter of weeks no order arrived . No phone call . Having to ring a number of times to get through to a totally uninterested team . No proper explanation, with arriving at 10pm or next day . Waitrose you are absolute rubbish now . Customer service is nonexistent.”

Helpful Report

Posted 3 years ago

“My first ever order was cancelled due to adverse weather conditions which I wholeheartedly except, what was unacceptable was they emailed me at 17.49 to inform me of the cancellation, the whole country new or the adverse weather conditions 48hrs prior, the items I ordered were for a birthday on the day of the delivery, if they had the smallest amount of consideration they could have sent me the email a lot earlier therefore giving me time to make other arrangements. I will never order with Waitrose again, I should have stuck with Tesco who I may add have been absolutely brilliant throughout the pandemic and beyond. Very bad show Waitrose you need to buck your ideas up regarding your customer service skills to come in line with leading supermarkets. If they had a zero star rating I would have opted for that, 1 star is far too good for you "A very angry customer"”

Helpful Report

Posted 3 years ago

“Completely rude and unhelpful customer service. Missed the delivery slot as the driver did not ring the bell, they called and by the time I was out nobody was there. Called customer service and only thing the woman did was repeating like a parrot “you need to rebook your slot” and then hang up without even letting me speak. Very rude”

Helpful Report

Posted 3 years ago

“Waitrose Gardens online plant service - DO NOT USE . Sent a named Rose to a friend in memory of the loss of her mother , the Rose name being the important part it was delivered with no card naming or describing Rose so could be literally anything . Queried this with Nursery who stated can often happen and it was right rose they failed to understand the importance of the naming of the rose - shoddy lazy poor couldn’t care less attitude - who buys unlabelled goods !?!? I still don’t know if it’s the right one they were full of pathetic excuses 😡😡😡”

Helpful Report

Posted 3 years ago

“Well I have been doing my shopping in Wantage Waitrose for 10 years I had a extremely stressful and horrendous experience with a deputy duty Manager who was rude aggressive and quite frankly a disgrace!!”

Helpful Report

Posted 3 years ago

“Oh My word... I have had an awful visit to the west `ealing Branch. The manager Kevin, he is very very rude. Shame on you Waitrose for employing such a unhelpful and very rude person.”

Helpful Report

Posted 3 years ago

“I just wasted half an hour trying to order our Christmas fare for Xmas dinner...get to the checkout and can't pay without selecting a timeslot to collect food. NO timeslots available from now until Christmas! Same with delivery options. So all that lovely food only made it to my virtual trolley! Phoned the shop.... "nothing we can do because it's SO close to Christmas"....thought it was still November! Silly me.”

Helpful Report

Posted 3 years ago

“Whilst I appreciate the thinking behind going bagless, it is a nightmare for people like us with limited mobility. Having to bend down and carry often heavy bags into the houses gives us pain which lasts for hours. One of us is clinically very vulnerable and we are not prepared to have people in the house. Reluctantly, I'm being driven back to Ocado.”

Helpful Report

Posted 3 years ago

“I am a longtime waitrose customer, and the half shoulder of lamb which I bought was 75% fat which had been recommended by the man behind the meat counter, as he did not have any to sell at the counter. I brought the packaged lamb to him and he said it would be as good as the same that he would have sold on the counter. Just so glad, I hadn't invited any guests for Sunday lunch - tasteless and only enough for just over one serving. Will never risk it again.”

Helpful Report

Posted 3 years ago

“Goodbye Waitrose. Delivering bagless shopping to disabled pensioners isn’t a good idea. One bagless delivery was disastrous and had me a physical wreck and I don’t want strangers walking through to my house to the kitchen to put shopping on the table. I’ve been an online Waitrose customer for years, now I’m shopping with retailers who deliver my shopping in bags or boxes.”

Helpful Report

Posted 3 years ago

“Last Saturday kingsthorpe cafe shop in Waitrose kingsthorp Northampton most Saturdays before paying we have coffee Have capachino with oat milk has I have a dairy allergy also can’t have soya but last Saturday got told no oat milk got soya said couldn’t have soya didn’t apologise or say they could get some off store shelf they did have oatley and rude health barista it was as if well didn’t matter and we walked away maybe because we had no food on tray but I don’t eat out due to a corn allergy We will shop In store but won’t bother about coffee”

Helpful Report

Posted 3 years ago

“my wife and child were followed from start to finish by security in Mountsorrel making the experience extremely disconcerting. Disgraceful racial profiling.”

Helpful Report

Posted 3 years ago

“I have been using Waitrose for over 10 years and during that time the delivery driver was always willing to: leave the shopping at the front door in a safe place if I wasn’t home at the time of the delivery, to deliver to my teenage children who are under the age of 18 years as a result of my being infirmed and unable to get out of bed, and to use recyclable bags into which I could carry the shopping into the house in small, manageable lots— which are necessary because I have a bad back. However, Waitrose’s delivery drivers are now prevented by strict enforcement of company policy from doing any of the above. That means that using Waitrose online is now no better than physically going to the grocery store— where you have to put the item in the trolley, take it out of the trolley to check in the belt, and then pay for it, and then place it into a carrier bag yourself; now everything must be handled at least three times— four to unpack it into one’s pantry/fridge. Therefore, the “utility value” of the Waitrose online shopping experience has dramatically dropped to almost zero. No wonder Ocado dropped Waitrose for Marks & Spencer. As a long time customer of Waitrose I called customer service to provide them with some constructive feedback to let them know that these policies are having a very negative effect on the elderly, the physically disabled, or the overwhelmed working parent(s), as well as other of their customers. Waitroses’ policies are making it impossible to do business with them. Of course neither the customer service person or supervisor were enabled to help, nor was there any internal mechanism to provide feedback from customer service into the business process managers of the company . Waitrose’s management seems to be making policy decisions in a vacuum without any consideration of its customers; there appears to be not an ounce of common sense among them! Customer Service Reps are completely helpless and are unable to do anything about it but repeat platitudes and make vacuous apologies. In fact there is no business process within Waitrose that takes constructive comments from its loyal customers and uses those to improve its business processes and procedures. As a result, I am no longer going to custom Waitrose; they have lost my business, and I’m going to make a point of sharing this negative experience with as many people on the Internet as I can possibly muster. I am outraged and concerned for the plight of the elderly and the disabled. How was it possible during the pandemic for procedure to have become more flexible and useful and now all of a sudden things have become completely stayed infixed, calcified to the point becoming completely useless? Moreover could the problem of fraud actually have been so great to have justified the inconvenience of so many of its customers? And just watch; in a few minutes someone from Waitrose will be watching this trust pilot review will simply reiterate the company policy which basically means they’re going to do absolutely nothing constructive. The whole point of the trust pilot reviews to try to encourage companies to make change— not to reiterate the blooming obvious. What exactly does this person who is going to provide the review think they’re going to achieve by simply reiterating the company’s pointless and ineffective policy? Do they hope that they’re going to change my mind or change the minds of any of their disgruntled customers? I would put it to you that the person who will answer this trust pilot response is just a waste of space, and attempt at the company trying to soothe with meaningless words and make inauthentic apologies.”

Helpful Report

Posted 3 years ago

“Waitrose biggin hill cafe. What’s the point? We haven’t got this we haven’t got that. Time to close it down.”

Helpful Report

Posted 3 years ago

“My word what has happened to Waitrose, been going down and down for along time now, but recently even worse, my partner went to main Putney branch and was followed round store, by sad store detective non stop, very bad experience, and was laughed and made fun of by store detective when he tried to complain to staff, was done to provoke reaction, and upset, so sad these people have nothing better to do, complained to head office, but nothing done, would we ever set foot again in this over rated and over priced supermarket again, no! Truly terrible, but this is one of many issues we have had from staff in this store, also issues with staff in Kings Rd Chelsea branch, so Waitrose you need to be employing people that are welcoming to customers, with people skills, and remember with out customers you won't have any supermarkets? So happy not to be using this terrible shop anymore!”

Helpful Report

Posted 3 years ago

Waitrose is rated 2.6 based on 650 reviews