Waitrose Reviews

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

2.7 Rating 639 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 639 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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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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“On returning a leaking bottle of milk, Customer Services issued a £5 Gift Card for use in Waitrose or John Lewis. This covered two items and there is £2 left. Also had a free coffee via myWaitrose card!”

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Posted 7 years ago

“Having been a customer of Waitrose for many years and never having used their Flower delivery service before, unfortunately I chose to use it for the first time recently and ordered special flowers for a family member on their special day. Asking for a morning delivery proved to be a waste of time as they did not arrive until just before 4pm. The flowers cost £32 and were supposed to be 'bright and beautiful'. In fact, when they did arrived, they were 'sad and sickly'. I can honestly say they were the most lacklustre, droopy and cheap looking bunch of flowers anyone ever received and I was embarrassed to have sent them. I would never use this service again.”

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Posted 7 years ago

“Very local. Too many ‘Partners’ loading shelves with trolley on every corner and thy couldn’t care less about the customers. Watched a floor manager and his assistant spent 20minutes chatting - why don’t they make it so customers can actually shop.”

Helpful Report

Posted 7 years ago

“The quality is by far better than Sainsbury’s and Tesco. It might be a bit more expensive that low-cost supermarkets, but it pays off as higher quality food usually means better health.”

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Posted 7 years ago

“excellent food helpful staff and fast delivery on time too”

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Posted 7 years ago

“The staff were very polite and willing to help il a very pleasant manner-not push at the same time,nor patronising”

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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 total shopping experience with Waitrose is an excellent one. Good quality products, plenty of special offers and the level of staff service is second to none.”

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

“good quality food and gifts in store. Great staff - always helpful”

Helpful Report

Posted 7 years ago

“Well, I was thinking of going to Waitrose in Hythe or Folkestone to try them out, but seeing as how most of the reviews on here are negative I have changed my mind.”

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

“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.”

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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

Waitrose is rated 2.7 based on 639 reviews