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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

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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.”

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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.”

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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.”

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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 .”

Helpful Report

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.”

Helpful Report

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”

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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.”

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Posted 4 years ago

“Received my first Waitrose order last week, very happy with the quality of the food and the delivery driver was very helpful. Would never have thought of ordering from Waitrose had I not been one of the shielding, the local authority advised me that they were giving priority slots to us. Will definitely be ordering in the future. One further point, being Dyslexic this is the most user friendly online shopping experience, it amazes me how it can correct my spelling mistakes, it is so frustrating if I am trying to make an online order and my partner is not with me to help.”

Helpful Report

Posted 4 years ago

“* Witney Waitrose today. * Ethnic minority profiling. * Prejudice against the ethnic minority. * Ethnic discrimination. * A hostile and aggressive environment towards ethnic minority customers. My foreign accent betrays me and at this point (when I talk) abuse starts. If I was born in this country and spoke English as my first language I would not have been treated so appallingly by elitist Witney Waitrose Customer service "partners". * Awful Customer Service. The moment they sense a vulnerability they opportunistically bully and harass the customer instead of acknowledging customer's concerns in the first place. * I did not see a member of staff wearing a mask this afternoon. They were ignoring social distancing and they have invaded my personal space. Also, they were handling (using many different hands) repetitively my food items without my consent. I was confused and shocked. * Do you have alcohol!?" she (the young overzealous Customer Service "partner") demanded. She kept talking at me as if I were somehow obliged to do as she said. * I used to do 2 or 3 separate shops in one trolley, during the whole lockdown and continue. * I was singled out and followed by one guard in particular (short stature, dark greasy hair, dark eyes, reddish small face, offensive after shave aura) for constant and encroaching observation. * that had no justifiable basis and yielded no valid results for the guard. All he knows is that I am a foreigner. I got used to him staring at me at a self check out point for weeks. I always felt uncomfortable and tried hard to concentrate on paying for my shopping rather than complain to the ineffective any way Customer Service "partners". Horrible horrible horrible and so creepy! * Guards appear to have no clue about respect, kindness or human relations. * I was shaken by the ordeal and felt sick. * I was humiliated and distressed by the experience at Witney Waitrose today and will be filing a complaint with Waitrose Customer Care via email. * Shame on you Waitrose! * Stand up for yourselves Customers! Record and share all your experiences in Waitrose!”

Helpful Report

Posted 4 years ago

“I have just read the online reviews and fortunately my experience was much better than the majority of customers. I have just received my first online delivery, with only two days to wait between ordering and delivery. Everything was fresh and there were no substitutions. I do like Waitrose anyway and I have felt ‘Covid safe’ while shopping there. However, I was very surprised at the vast quantity of bags used, many only holding one item. I know they can be recycled but my order stated that it would be bagless. Rather disappointed with that so will return to shopping in store with my own bags in future.”

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Posted 4 years ago

“Initially shopped in Lidl Cardif & then in Waitrose next door in Cardif. The difference in cost is so excessive that I will NOT shop in Waitrose again ! Sheer Profiteering”

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Posted 4 years ago

“16 items near sell-by date just 1-2 days left, on more than one home delivery shop. Quality of chilled & fresh gone down considerably this year. Also very few slots available for those self isolating. Sadly a big thumbs down for Waitrose”

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Posted 4 years ago

“Wedding anniversary today, obviously not too keen on going out, decided on buying a nice piece of pork and making a Sunday lunch with all the trimmings. Purchased a pork loin joint and set to cooking. After nearly an hour and a half sampled it, hmm, bit chewy, give it a little longer... This was the worst, most tasteless, chewiest piece of meat we've eaten in years, we've wound up throwing almost half of it away, Just dreadful.”

Helpful Report

Posted 4 years ago

Waitrose is rated 2.6 based on 650 reviews