Waitrose Reviews

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

2.7 Rating 636 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 636 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 know that we're in the middle of a pandemic but why waste customers' time telling them to press 1 for this reason and 2 for that, only to tell them to do "whatever" online at the end of every option?!!! If you're not taking any calls please say so at the outset!!!!”

Helpful Report

Posted 4 years ago

“Bully by 3 managers At the nailsea Store After a Member of Staff Complain. They behaved like School bullies. That said I would be bann From the store. So I said ban me. And swore. I felt Intimidated. And shaken By the whole experience I will never shop there again Bullying customers What next”

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Posted 4 years ago

“Bully by management At nailsea Store By 3 managers After a Member of Staff complain about me They don't about Care about customers All they managers Care about is themselves And bully anyone who Upset the staff I was bully and intimidated It worse than been bully In the playground. Just for shopping. What next Avoid this store Go to Tesco instead”

Helpful Report

Posted 4 years ago

“The new chicken Kiev is very unpleasant. The coating separates from the meat and is far too thick and whereas before you could tell it was a chicken breast it’s now a little unidentifiable. No depth of flavour. I consider this kind of product a treat for me as I can produce it myself.”

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Posted 4 years ago

“Something is not right here...”

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Posted 4 years ago

“We had a delivery ordered between 12.00 and 1.00. The driver called our flat but did not wait for us to open the door. The receptionist on duty, who was assisting an ambulance at the time, saw the driver and confirmed that he did not wait any time. Dreadful”

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Posted 4 years ago

“I'm over 70 with heart problems i have been isolating for over 6 months and have tried get a xmas booking slot for the last few weeks and they come up full or unavailable why unavailable it seems strange.”

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Posted 4 years ago

“Has anyone else experienced sexual harrassment by a Waitrose employee at the Banbury branch?”

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Posted 4 years ago

“Fruit and veg are never up to any good standard, often old, dry, or tasteless. The worst shop in London for fresh food. Meat, and fish usually very good, why on Earth can’t they improve the fresh food. Very expensive fir what they offer. My Waitrose local Belgravia London has been turned into an off Licence, more alcohol, then fresh food, they got rid of the wonderful cheese counter, to replace it with sushi bar, that hardly anybody needs.”

Helpful Report

Posted 4 years ago

“We have just cooked the chicken thighs with pork and apple stuffing. The sell by date was 5th October and we opened them in 4th October. The smell when we opened them was a bit suspect but we thought this may disappear when cooked. How wrong were we!! They smelled equally as bad after 35 minutes cooking and we ended up chucking them. Sunday dinner consisted of roast veg and broccoli, how disappointing. Will never buy them again.”

Helpful Report

Posted 4 years ago

“I would like to comment to "Aware observer's" review of Witney Waitrose. I empathise entirely with what you have to say. This is an attitude I have observed in some other Waitrose stores in Oxfordshire. I was told by a Waitrose employee how they discriminate and here's what he said: Customer service depends on what the customer is wearing, for example, a woman wearing a transparent blouse wanted a refund, so he looked at the manager from the Customer Service desk, and the manager (who was "gay" but this employee ' didn't mind'!) shook his head, and the woman did not get a refund. My question to him was, 'so you just made something up as to why she couldn't get a refund?' his answer was a flippant 'yes'. In my opinion the majority of the staff at Waitrose need to be brought down a peg or two. Another way in which they discriminate is by checking the Waitrose card and the service delivered depends on how much money they spend in store. In other words someone who spends a lot gets better customer service. The example given was one of a customer who received £150 of groceries 'free' as an apology for not being delivered on time, based on her waitrose card records of shopping. In short the customer service is biased and prejudiced, in other words Waitrose DISCRIMINATE openly.”

Helpful Report

Posted 4 years ago

“My first order with Waitrose since before lockdown as they were so useless during this time. Order due day after tomorrow but unable to access website. Conclusion - still useless!”

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Posted 4 years ago

“Click & Collect.... I’m so happy with this service. So easy to order online, The most pleasant staff who are waiting for you in the car park and bring the food to your car & I got a little Complementary hamper of treats as a total surprise.”

Helpful Report

Posted 4 years ago

“Recently bought a birthday cake for my granddaughters birthday that no one could eat because it tasted and smelled of garlic. I phoned customer service the next day and they immediately offered a gift card without any explanation as to why this could be. I had to buy another cake and when the gift card arrived I was disappointed to find it was less than the cost of the two cakes I had bought. I will never shop at Waitrose again .”

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Posted 4 years ago

“Why is the Exeter cafe still closed ? How many customers has the closure since Covid cost them? So many people shopped at Waitrose and incorporated a tea and cake or coffee etc. We have deserted to M&S. lovely cafe there.”

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Posted 4 years ago

“I don’t usually shop on-line but I wasn’t able to visit the vet for my dogs food during lockdown so I found the same product on the Waitrose website. I wasn’t sure about the product range-so made sure I purchased exactly the same item (same photo of dog and item details on the package and same weight bag-so I knew I was comparing like for like) When it arrived the bag was 7kg and not 7.5kg as per the photo on the website and the packaging looked different. I sent an email to the Customer Service team and to give them a chance to put it right. It turned out that the product range was just in the process of being altered and the new photos hadn’t been put on the website in time for the change over. I decided not to return the items because I had ordered 2 bags and weighed 14kg-even though they would have picked them up-I didn’t want to be waiting in for the pick up van. I was offered a 10% discount, which I accepted. So I was pleased with the service I received in the end.”

Waitrose 4 star review on 27th August 2020

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Posted 4 years ago

“The fact that the staff here are working under such pressure- due to covid 19 amazes me that they have so much patience,, Thank you to all of the excellent cashiers and the floor staff Very happy with this store ( Kensington high st)”

Helpful Report

Posted 4 years ago

“Hi, I sent you the following email on the 20th (4 days ago) marked for the attention of the CEO and so far have only had the automated response. Is it normal to wait 4 days for a reply from a human being or is it just another reflection of your poor service?? Mark Gleadow Thu, Aug 20, 10:12 AM (4 days ago) to customerserviceteam Hi, Please provide a copy of this email to your CEO for feedback I just wanted to provide some feedback regarding your recent radio advert on the subject of your split from Ocado. I have been ordering from Ocado for most of the 18 years they have been delivering your goods, I cannot shop at Waitrose as there is no store near to me and you don't deliver to my area. In my view Ocado have over the time they have been delivering your goods, not only provided you with a very efficient and reliable delivery service but have also shifted millions of pounds worth of your branded goods on your behalf, and in doing so have grown your brand and introduced millions of people to your products who would not otherwise have access to them. Whilst I understand the economics and appreciate your desire to break away from Ocado (so this is not an email saying how disappointed I am I can no longer get your goods) I do take issue with the flippant and derisory tone of the advert. Ocado have done your somewhat flagging business nothing but good over the past 18 years and to take the tone of 'good riddance we are taking our product with us' is frankly disgusting. It is also a snub to customers like myself who now cannot access your products. It is petty and small minded in the extreme. An advert which said we are grateful to Ocado for the partnership but are now in a position to provide a wider delivery service ourselves would have been far more appropriate. The John Lewis partnership as a whole looks to be in serious trouble, with stores closing and a 2 star rating on reviews.co.uk, and equally poor reviews on Trustpilot, I know this is the case as I recently reviewed my horrific experience trying to get a dishwasher repaired that was purchased in September 2019 and has taken me 4 months and several letters to even get someone to acknowledge the issue, with one agent telling me on the phone it was not his problem. So now to be lashing out at the very hand that feeds you, leaves a pretty bitter taste in my mouth. Needless to say for the limited time you have left with Ocado I will no longer be purchasing Waitrose products, nor will I visit your stores to purchase wine when I do happen to be near a store, and neither will I make the mistake of shopping with John Lewis ever again either. I have however just renewed my smart pass with Ocado and look forward to sampling the many wide and varied new products they are introducing to replace your products as well as the vast range of Marks & Spencer St Micheals branded products. I may be one person, but I am sure I am not alone. It may surprise you but for the most part Ocados service standards are extremely good, and far exceed your own, which can clearly be seen on the major review aggregate sites. Also Ocado customers are extremely loyal, so when a failing upstart brand with poor service standards feels the need to take to the airwaves to say 'we're leaving' I am afraid most Ocado customers will think good riddance to bad rubbish. Regards Mark Gleadow”

Helpful Report

Posted 4 years ago

“Tasteless. Cheese is far too mild for a pizza. Not what's expected from a brand like Waitrose.”

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Posted 4 years ago

“Essential burgers @£3 were disgusting and overpriced. Full of water and fat. Shrunk to half the size.”

Helpful Report

Posted 4 years ago

Waitrose is rated 2.7 based on 636 reviews