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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Love their food and in-store customer service, but deliveries are just plain bad. Delivery came incomplete, with dubious replacements (ordered 2x2lts bottle of juice, replaced with 2X1lt instead of replacing with same quantity 4x1lt). Very dry email, not apologising for the forgotten items or acknowledging the suggestion for better replacements. All in all, awesome brand, but I'll start using Ocado.”

Helpful Report

Posted 7 years ago

“Their quick till service is rubbish. Selling and redeeming lottery tickets, cigarettes hidden in hard to access cupboards and minimum staff means that the wait to by small quantities of items is often ridiculous.”

Helpful Report

Posted 7 years ago

“Over priced too much pre packed fruit bought pears at least three lots of packaging to get to them . Meat over priced short dated not impressed will go back to my regular supermarket not cut priced retailers don't like them either.”

Helpful Report

Posted 7 years ago

“Christmas Online order. Lots of substituted items and short dated food. So disappointed its made Christmas shopping considerably harder not easier as I now unexpectedly will have to go shopping so that we have food that is in date to take us over Christmas. Ok you can send the substituted items back but that dosent really help. Items such as canned drinks should of been available thought that was the idea of a reserved shop? Delivery driver was really good.”

Helpful Report

Posted 7 years ago

“I find that many of the stores have too much stuff crammed into them, lots of high shelving, no space to walk around, Whetstone and Northwood are horrible to shop in because of this. Northwood in particular is some kind of Hell, you need to get a lift to get into the store and wait ages, the fruit & veg section is badly arranged, cramped and almost empty. There are crisps on the back wall, the display either side of a door so you can't find what you want, and have to dodge around staff barging their way around you, all crisps are randomly dumped on the shelves, then more crisps on a shelf near the tills. This is a sample of how the store is set out, it looks as if the stock has been dumped in any space that is empty at the time. There is hardy any choice of washing powder and if you actually manage to find what you are looking for it is purely by luck. I gave up trying to find things in the end, it is such a mess, so came out with only half my shop. Whetstone is full of high shelving and like a maze, with the queues at the tills snaking into the aisles making shopping at that end impossible. Mill Hill gives a more pleasant experience, however the stock levels need attention, I hope it never changes the layout to the high shelves because that will be the end for me. Too many choices of bread but nothing good, almost all thick sliced which is still there at the end of the day, not everyone wants mass produced doorsteps of polystyrene, why not stock bread that is not made with palm oil and soya flour, the Waitrose own bread never used to have this, why now? Some people want decent food not nasty, unethical ingredients.”

Helpful Report

Posted 7 years ago

“The prices are higher than branded goods from other supermarkets. The price of salads, vegetables and fruit are also higher but the quality is not good. Own brand is poor quality.”

Helpful Report

Posted 7 years ago

“Standards at Waitrose have slipped in recent years. We received our £8 off £40 shop and duly did a decent sized shop, but too much of the produce was undistinguished. Two stand outs - Essential Cyprus Halloumi, utterly tasteless; Lemon Sole went in the bin - I wouldn't even let the dogs eat it as it smelled horrible. They're heading down towards Marks and Spencers standards, and I will be going back to Sainsburys despite their offers.”

Helpful Report

Posted 7 years ago

“First delivery 2 weeks ago 6 items not available. 2 substituted with lower quality, the others that were accompanying other items I.e. Cream to go with orange tart no show. I complained and was given a voucher. This week I tried again. 3 items missing. I had ordered a nice crisp French rose, substituted with Californian sweet rose. 60 dog poop bags substituted with a dispenser with 15 bags in. But my biggest gripe is a Waitrose 1 sirloin steak. On line average price £5.33. Mine was £9.50, a grey colour and ran out of date the next day which was the same as the fish pie. I like my food but even I can't eat that much in one day. I can't be bothered complaining again. I've spent a good few months shopping at M&S after being let down earlier this year by Waitrose on the same complaints. Short date life and bad substitutions. Hello M&S again”

Helpful Report

Posted 7 years ago

“Today I went to my local Nine Elms, London Waitrose having shopped at the smaller Morningside branch a few days ago to buy a seafood bisque and some boxed frozen shell-on prawn available there and advertised currently on the Waitrose 1 25% discount offers on the website. Not available. Nor was there any Swiss chard - the only two things I went there for which I couldn't get at my much closer supermarket. According to a manager, the larger stores have a smaller selection (yes, that's really what he said) and also requests to stock an item must be repeatedly made to have any effect. It is just like going to an average-to -poor supermarket these days - all very disappointing in terms of what is on the shelves and any help offered; it used to be standard at Waitrose for bags to be packed at checkout but that only happens at the small basket-only branches. I don't suppose anyone at Waitrose will even read this, much less show any interest. Whatever happened to the John Lewis standards??”

Helpful Report

Posted 7 years ago

“50% of the items I was looking were not on the shelf. Most had notices stating that the particular item was unavailable. This is not unusual, I have experienced this on several occcasions previously.”

Helpful Report

Posted 7 years ago

“Many of the organic vegetables and fruit which used to last up to and even beyond the sell by date now seriously go off well before the sell by date. The quality has visibly not so much declined as plummeted in recent times. This may have resulted in an attempt by Waitrose to cut the cost of shopping in order to compete with Tesco etc. resulting in a false economy for the customer. Also their staff attitudes have changed in being less friendly and helpful.”

Helpful Report

Posted 7 years ago

“I use this shop a minimum of 3 times a week and spend a minimum of £70 per week in the store plus @ £25-£30 per week on diesel which equates to roughly £5,000 per year altogether.(Actually my partner gets her fuel there as well,so that's another £1.500 per year!).Over the last couple of years some staff ("partners") apparently have developed the habit of continuing their conversation/s that they were having before l came in and interrupted buy things AS IF I WAS NOT THERE-l do not expect to be saluted or called 'Sir';just basic Hello/Goodbye,Please/Thank you and Eye contact would surely not be too much to ask without having 2 (or even 3) cashiers carrying on a conversation about where they are going on holiday or something.Fair enough-if there are no customers to serve , have a chat,but when there is a customer a little bit of attention ("customer service"),This applies to both the main store and the fuel station. Also,at another time 2 staff were replenishing in the drinks aisle and really bad-mouthing a member of management loudly which seemed very unprofessional to me - I had to say to them "l do know who xxxx is you know!" but they carried on. Next,onto the men's toilets....these are a disgrace.It is a tiny space with 2 urinals and 1 cubicle.There is a small modesty/privacy partition-but if you are using the urinal your back can be seen by one of the checkout staff and any customers using it-all the way down the aisle to the bakery/deli counter when the door opens! If you leant back you could chat to sdmeone in the store .Hardly ever any handwash either. Staff seem to have been cut in the cafe-never enough people to have tables cleared for next customers! (l still won't go to Morrison's in Wymondham because l know where most things are in Waitrose).”

Helpful Report

Posted 7 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

“Made our first on line shop the other day because it came with £30 off deal. A mistake. Most items were very close to their sell by date, certain items were not included because they were 'not in stock' but we had seen them there the very same day - so we were given other brands. All in all an incredibly disappointing experience which has left us thinking that Waitrose, whom we had considered slightly better than most, is typically completely focused on meeting the bottom line, getting rid of older stock and plays lip service to the customer. What a real let down and we feel conned.”

Helpful Report

Posted 9 years ago

Waitrose is rated 2.6 based on 650 reviews