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

Write Your review

Tell us how Waitrose made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Waitrose 5 star review on 24th October 2024

Maya Williams

Wardy

Dan Yonder

Waitrose 1 star review on 4th March 2024

Katya

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

“Great service & healthy food”

Helpful Report

Posted 7 years ago

“We've been loyal to Waitrose since moving to London a little over a year ago. We had grocery delivery set up about once a week and things went smoothly enough. If they were running late, we'd get a call/text/email. There were often substitutions, but we figured that was part of the gig. Three months ago, we moved to a new area of London and are now a part of a delivery warehouse (the only thing we can think to point the reasoning to). Every single delivery in our new area has had some sort of complication. Four times, we received the wrong type of pickles and it wasn't noted as a substitution. We'd order three and four jars of the same kind at one time and each jar would be a different type. After the third time, the driver "made a note" that they'd fix it. Fourth time came and we just stopped ordering pickles because they were being wasted and Waitrose certainly wasn't updating their process. There was one delivery that included molded food that had leaked into the whole bag and everything had to be thrown out. These are things that should be checked before they get to the customer's home because at that point, they aren't running out to the store/delivery center to grab us fresh items that they've wasted. It defeats the whole point of us having the food delivered to us. I work from home, so I can be fairly flexible with letting the delivery time seep over the one hour frame they give us. Except that every single time, they've run late, sometimes two hours late. This last delivery was our final straw, I couldn't hang out at home waiting for them this time. The driver arrived 30 minutes late and I received a voicemail saying he's here, waiting in the truck for me. After three minutes, another voicemail saying he can't wait for me any longer. He was very curt and insinuating that it was on me for not being home. We contacted Waitrose and they set up a delivery for the next day. The next day, the driver was just over an hour late and I ran into him as I was leaving the house. On my way to an appointment, I didn't have time to go back and unload the grocery bags. The driver told me he had just gotten the paperwork and assumed it was for the end of the day. He was holding papers and from the casual distance I was standing from him I saw, highlighted in bright pink, in the middle of the page, someone had written "12-1", which was our time slot. We contacted Waitrose to let them know their second late delivery was also a bust. We have yet to hear back from them and noticed that we've been charged for the first delivery. Our dinners the following couple evenings would have been a lot easier if that were true..”

Helpful Report

Posted 7 years ago

“I love Waitrose the food is amazing and lasts a lot longer than fresh food from other supermarkets which means it is better value as I never end up throwing anything away!”

Helpful Report

Posted 7 years ago

“The stores are clear and uncluttered, the staff are genuinely friendly.”

Helpful Report

Posted 7 years ago

“Clean, well laid out store. Staff always happy to help and advise. Good parking, everything that makes a great shopping experience.”

Helpful Report

Posted 7 years ago

“excellent quality goods in all areas. Delivery service top class. Helpful cheerful staff.”

Helpful Report

Posted 7 years ago

“I used the Johnsons dry cleaning service located at the customer service desk Waitrose Southend. The assistant was very knowledgable and helpful.”

Helpful Report

Posted 7 years ago

“I like the range of products they display I know generally their prices are expensive but they do have some really good offers. I have a Waitrose card and receive vouchers etc through the post and info online. Yesterday I was able to purchase three laundry products (mix & match) for £10.00 saving £7.00. I love a bargain! Staff are usually very helpful too.”

Helpful Report

Posted 7 years ago

“High quality food and excellent service! Very happy customer!”

Helpful Report

Posted 7 years ago

“Waitrose in West Ealing Alexandria Road is absolute nonsense. The isles are laid out in the most ludicrous way possible - everything scattered everywhere, sea food in 3 places, meat in 4 places, laundry detergent near candy, a cake stand in a random location in the middle of the shop (and there is no more of the same cake in the actual cake isle) you have to run around like a headless chicken trying to find things that have no business being there. Their little signs above shelves are not helpful. There’s never anyone to guide you and if there is they are always trying to run away and then when you do get the chance to ask a question they can barely speak any English! There’s always a lack of fresh produce and it does not keep long after being bought. The bakery section is an actual joke, shelves always empty and the bread goes stale exactly 30mins after being brought out. Have a feeling they reheat it or something it should no be stone hard next day after purchase…. The tills are a nightmare too, self service always an issue scanning items, one assistant is not enough for a shitty system and the tills themselves are so tiny everything is falling off the scales… I absolutely HATE this Waitrose, it is very crowded, very poorly managed and not helpful at all. Needs a very big change to be worth going to. I go out of my way to avoid shopping there.”

Helpful Report

Posted 7 years ago

“I ordered a cake of cheese for my daughter's wedding. Three days before the wedding I was told by Waitrose Droitwich that it hadn't arrived in store. However the lovely Waitrose staff put together a three tier cake from instore stock and also provided all the accessories- biscuits, chutneys, port, and bouquets for the bride and mothers, and did not charge us. Thank you Wendy and all the Waitrose staff at Droitwich.”

Helpful Report

Posted 7 years ago

“I purchased a faulty Thorntons Easter egg as a gift from local Waitrose store - on opening there was a large hole in the enclose (hidden) part of the egg, consistent with the moulding being incomplete! Attitude of Sainsbury manager was insulting and demeaning, firstly blaming me for the fault, then suggesting I had purchased a reduced price item. Made me feel like a crook rather than a dissatisfied customer!”

Helpful Report

Posted 7 years ago

“I bought salmon trout at Brent cross yesterday it was bad, stinking rotten putrid disgusted”

Helpful Report

Posted 8 years ago

“Delivery booked for the 11-12 slot this morning. When at 12.30 I called for an explanation I was told that due to delays the delivery would have been with me at 1.30, and that the driver was in the same postcode anyway. It's 2.45 and still nothing - and I keep being told the driver is 2 minutes away. Completely disorganised, dishonest and disrespectuf of people's time”

Helpful Report

Posted 8 years ago

“Waitrose has a driver who yells at clients and a customer service assistant did not return a call but said that he did. Another customer service assistant confirmed that new order is the same as previous but when I received order confirmation it was different.I have to go on their website again. Also not always all of the products ordered online are delivered in a good condition. I don't like anymore ordering from Waitrose.”

Helpful Report

Posted 8 years ago

“I ordered online. They replaced some items with the others. On a day of delivery I was a little bit late for my slot. Driver came at the start of the slot and called me. I said that I am still on my way. He said that in that case he is going to bring delivery somwhere else and than same evening he will deliver again same day. Driver called after after half an hour and asked if I am at home yet. He said ' you know what I am not coming yet but when I come you have to come and pick the bags yourself'.I said that I can't he started yelling at me:' if you want me to come you come and get it yourself.' He just wouldn't stop yelling I had to hang up. AlsoI had to call customer service on 0800 number which is additional cost. Since tbere was no any other number in tbe email provided. Assistant was polite and said that he will get in touch with the branch and someone will call me back. I did not receive a call back so I called again myself and spoke to another very polite customer service assistant who informed that I have to arrange redelivery.She said that order did not change but when I saw order confirmation I noticed that some of the products were missing.I have to go on a website again. So ordering online did not save me time, made inconvenience and left bad impressions with their driver and not very truesthful customer service assistants. Also Waitrose take another payment again on redelivery for the whole order amount whilst refund takes 3-5 days.Which means that you pay twice for your order until you receive refund and redelivery was not available for the next day.”

Helpful Report

Posted 8 years ago

“The Chester one - the Customer service is frankly appalling. Staff are untrustworthy and rude...They aren't interested in their customers, too busy talking amongst themselves. So called 'Partners, what complete utter rubbish.”

Helpful Report

Posted 8 years ago

“I am appalled by what I have recently come across in Waitrose and I am disgusted by the amount of people buying this product . Now you are probably wondering what am I on about. Well I will tell you now that Waitrose sell Thai green chicken curry oh sorry I meant fake Thai green chicken curry that's it FAKE. So the reason why this is fake is because it is tasteless unlike Real Thai green chicken curry , it doesn't have real Thai rice which is needed for it to be real Thai curry , the paste looks like rotten dog crap. MY MESSAGE TO YOU MESSAGE TO CUSTOMERS Please don't get me wrong but Thai food is the best out there , so if you want Thai food don't buy this piece of crap from Waitrose unless you like to buy copy food , that is fake food. MESSAGE TO FOOD MANAGER I am disgusted that you would sell food and put a country in front of it so people would buy it , you are just scamming your customers and making fraud of food and last time I checked this is illegal One last minor note they also do Thai in this case FAKE Thai red curry with noodles . my point is you don't eat red curry with noodles you eat it with rice WAITROSE GET IT RIGHT”

Helpful Report

Posted 8 years ago

“Embarrassingly bad customer service at contact centre. Nobody knows the policy for anything, left on hold for an HOUR, and given the wrong information several times leaving me completely disadvantaged. Shower of timewasters. Boycotted.”

Helpful Report

Posted 8 years ago

“Yet again, very poor service at South Harrow branch. At approximately 1740 today, only two tills open with queues of four customers at each one. One till open for baskets with queue stretching back into the store. Customers were queuing for the self service tills. One harassed looking member of staff trying to find someone to open another till, without success. Sadly, this is not that unusual at this store”

Helpful Report

Posted 8 years ago

Waitrose is rated 2.6 based on 650 reviews