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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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

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“They stock high quality items and are quick and efficent”

Helpful Report

Posted 7 years ago

“Half stacked shelves. Out of many goods. Uncaring manager in Winton.”

Helpful Report

Posted 7 years ago

“I’ve been a customer of Waitrose delivery for many years but over the past week have had an absolutely abysmal customer service experience from them. Last Saturday less than half of my fortnightly shop showed up. The driver was very apologetic and someone from Waitrose Coulsden called shortly after to discuss the order. At the time they offered a refund for the missing items but I wasn’t happy with that as it meant that I would still have to go and do a shop for the missing items. The woman I spoke to said she would look into doing another delivery for the missing items. She called me back later saying the missing items would be delivered between 6 and 8pm. I accepted that but also requested compensation since the majority of the items I ordered would show up 8-10 hours late. She told me I would have to call the main customer service line to discuss a refund. I called customer service and after speaking to a supervisor (the original person I spoke to seemed incapable of helping me) was told that a refund of approximately £70 (I can’t remember the exact amount) was already in the system. I was happy with that so I didn’t pursue the refund any further. Later that evening, it’s 8:00 and still no delivery. I called Waitrose Coulsden and spoke to Alicia who said she could see that a re-delivery was promised to me but that no one had actually picked the items or set up the delivery. She apologised and asked to call me back to see if she could get a delivery arranged ASAP. True to her word, Alicia did call back and said she could have the missing items delivered between 10-10:30 that evening. Despite this being 12 hours later than my original delivery slot, I accepted it. The second delivery arrived at about 10. However there were still missing items and some of the items picked were different from my order. This was frustrating but I decided not to complain as I was promised a refund. This morning I checked my credit card and there is no refund from Waitrose. I called the customer service line and was told that due to accepting a re-delivery the refund was cancelled. I explained that was never communicated to me last week and I expected to be compensated for a delivery that was 12 hours late. I asked to speak to a supervisor. Chris Hayes then got on the phone and I told him the complete story. He then explained that he had to call Bracknell to request a refund. I waited on the line while he did this and when he got back to me he said he could only offer compensation of £25 off my next order and a refund for any items I was unhappy with. I wasn’t happy with this offer as the refund was only 1/3 of what I was promised the week prior. Since I felt like the customer service I was receiving was poor I said I would complain on social media if I didn’t get the refund I was promised. Chris Hayes then very deliberately repeated what he was typing, “Threatened to complain on social media.” This was very upsetting to me. It felt like he was recording some kind of bad behaviour against my account. Chris called Bracknell a second time and returned with the same offer and said if I didn’t accept it then I was free to complain on social media. I rejected the offer. I thought I would get greater satisfaction making Waitrose customers aware of the very poor customer service I’ve received. I don’t think I’ve been unreasonable in expecting Waitrose to follow through with the refund I was promised last week.”

Helpful Report

Posted 7 years ago

“Free coffee, helpful staff”

Helpful Report

Posted 7 years ago

“Its been a while since i wanted to share my experience. This happened in July. I sent flowers to my wife as a surprise birthday gift. Her birthday was on 19th of July and she works in Birmingham. So sent to her work address. I was told by waitrose that she would receive it on 19th. However it never reached her untill late afternoon on 20th. Its both waitrose and yodels fault. I was incorrectly promised and told that flowers would be delivered for 19th. When i called waitrose about delivery details they said they could not do anything. I spent £25 for it, waitrose did not even apologise. Horrible attitude. I am sure everyone appreciates the emotions behind the flowers. It was for her birthday. I will never recommend waitrose florists to anyone. When she received the flowers it was not fresh anymore and had to be thrown away. Waitrose i am disappointed with your service. I searched on the internet for good flowers and it suggested Waitrose. I liked the roses and hence ordered it. To my disappointment service was bad and pricy flowers.”

Helpful Report

Posted 7 years ago

“Waitrose opened up in Solihull 18 months ago, and we were delighted. We often used to go to Kenilworth, where friends live, and go into their Waitrose store, as we loved their goods. Now its in Solihull, its 'our' place for shopping. The friendliness of the staff it great, the goods are first class, and their fresh meat is absolutely beautiful. I love Silverside of beef, and you could literally suck it without chewing it, it is so tender. I was poorly a few months ago, and on my first visit to the store after getting back on my feet, one of the customer service ladies came and found me and gave me a beautiful bunch of flowers - well back to shopping with us. What a lovely thought. Thank you Waitrose.”

Helpful Report

Posted 7 years ago

“Great service and friendly atmosphere. Special shopping voucher discount of £14 off a spend of £90 very tempting.”

Helpful Report

Posted 7 years ago

“Called into Waitrose Cafe at Preston today. Just a little niggle - I asked for Apple strudel to be warmed up but was told couldn' t do it as not on regulation list! Surely a 30 second job could have been done, instead was given free cream to compensate. Very strange as most Cafe's elsewhere would deffinately complete the request.”

Helpful Report

Posted 7 years ago

“Although Waitrose is not the cheapest of the main food shopping stores, I personally love some of their products and willing pay that little bit extra for the pleasure of eating excellent tasting food like their chickens!”

Helpful Report

Posted 7 years ago

“Excellent customer service, and always high quality goods. Always delivery on time and staff are always exceedingly respectful, attentive and polite, without exception.”

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

“I shop at Waitrose every day and I like the staff being happy and helpful!”

Helpful Report

Posted 7 years ago

“Good quality food, different to other mainstream shops.”

Helpful Report

Posted 7 years ago

“Sufficient car park; reasonable price; free drinks for members; polite employees.”

Helpful Report

Posted 7 years ago

“A new Supermarket shopping experience. Waitrose are known for their quality but what was equally, if not more impressive was the Customer Care provided. It somewhat epitomised their attitude to their customer, attention to detail, exceeding expectations and putting the customer first, something one misses from the local corner store and has grown used to its absence in the supermarket. Waitrose in Salisbury obviously take time to train their staff in Customer Care and it pays dividends, I now look forward to the chore of shopping in the store.”

Helpful Report

Posted 7 years ago

“Waitrose is one of our local supermarkets. I love going there the atmosphere is always pleasant, warm and wecoming. You don't feel that in other stores. The produce is so variable from other stores. Everything's fresh, fabulous tasting and now the prices are online with other stores. People think you're "posh" shopping in Waitrose. It's my preference. I can have a nice snack and free coffee whilst in the store then cat Try on shopping. Having cats Waitrose sells the only flavour my cats like. I've looked in other stores the dont stock it. That's the other great thing they stock so much it's amazing. Love it.”

Helpful Report

Posted 7 years ago

“delivery on time and good choice of good products”

Helpful Report

Posted 7 years ago

“Was given a Paxton and Whitfield hamper through Waitrose, did not expect the shredded pork with sloe gin to have a risk of botulism, they have issued a recall! Would be nice in an email from Waitrose to have an explanation of how their supplier quality is so poor and how they are going to ensure their products are not 'to die for' in the worst sense. I”

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

“Quality of products”

Helpful Report

Posted 7 years ago

Waitrose is rated 2.6 based on 650 reviews