Waitrose Reviews

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

2.7 Rating 636 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 636 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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“No problems with deliveries. If an item is not available it's substituted, you are always informed. Polite delivery drivers, really good service, highly recommended.”

Helpful Report

Posted 2 years ago

“Convoluted voucher system. Chose vouchers and then to be told I do not have any vouchers as I need to use my Waitrose Card more. Why bother to send me voucher emails? Tesco points is so much easier.”

Helpful Report

Posted 2 years ago

“Good quality produce”

Helpful Report

Posted 2 years ago

“By mistake I had an old debit card with me and had no money with me( the joys of old age!) so I couldn't pay for the meal I'd ordered and which my two grandchildren had started eating. The manager who was called to deal with it couldn't have been more helpful and told me to enjoy the meal, pay the next time I was in and to have good day with my grandchildren. This happened today in the Waitrose branch in Gillingham. I paid the bill this afternoon. Full marks for excellent customer service.”

Helpful Report

Posted 2 years ago

“Bought tomatoes ,package stated no date to reduce waste , found product was already going soft , threw them all in bin , hence increasing waste , clearly a marketing strategy to increase profit , I'll be using local green grocer from now on .”

Helpful Report

Posted 2 years ago

“Order 1004731444 arrived on time Birthdate recipient had to pay for it ! Credit card error by whom ? Embarrassing to say the least now have to repay him. Email received saying gift not paid for, to ring them to resolve the problem told ok it has now been fixed unfortunately by the receiver ! Disappointing hesitant to use them again as from 🇨🇦”

Helpful Report

Posted 2 years ago

“The food delivery service has become unreliable. I had a delivery booked for 5-6pm. I received a call about 530pm saying the delivery was “extensively delayed” and would not arrive until at least 7.15pm. I stayed in and waited. When it had not arrived at 7.25pm I called customer services and was told it would be checked and I would be called back. No one called back. I then called again at 738 and was told that delivery would not be possible at all. I was told delivery had been attempted at 6,30pm which is obviously far earlier that the 715pm time I had been informed of. I they checked my Waitrose app to find the order marked as delivered. I checked my bank account to find the money had been taken despite not receiving this food. I will now have to wait for a refund and do the shop in store tomorrow.”

Helpful Report

Posted 2 years ago

“Waitrose, what a disappointed you have become ! I ordered £50 of goods online for click & collect, received the order confirmation followed by a collection date & time. Went to Waitrose and spoke to one of the staff. She said she'll go and get my order but I never saw her again. I then went to the Welcome Desk, another member of staff then said they don't have my products in stock. Errr... I ordered this online to be collected? Same member of staff then said something along the lines of "yeah we don't have it but you weren't charged for it". I showed her proof that I WAS charged for it but she started arguing that it wouldn't have been deducted from my account. Sorry but, yes, this was already deducted from my account. The conversation went back and forth, I insisted that I need some form of proof/email/refund receipt and she called a Manager to sort this out. I was correct, the order had not been cancelled, no refund had been issued. Manager then cancelled and sent a refund email and went "OK? OK?" several times expecting me to drop down to my knees to kiss her feet for sorting this out. I mumbled a mere courtesy "thank you" and left. Let me get this straight: - I ordered and paid upfront - No-one informed me that the item was not in stock and could not be sourced - Staff member then argued that there was no outstanding order, I had not been paid - Third member of staff, the Manager, then sorted this out - I wasted a precious 45 minutes of my time hanging around for all of this. Waitrose, you are going downhill. My husband then bought a pizza from Waitrose to put in the oven as we were ravenous by the time we got back. Hardly any topping or cheese. Dry pizza bread with a smidgen of tomato sauce.”

Helpful Report

Posted 2 years ago

“Whats a mess !!! Organize hen party and give you weekend notice to prepare items !!! My order was for £300 due to busy schedule i trusted your brand however been let down !! I will have guests that can only eat the one i ordered and you send me @ yestarday did you had not enough time ???? What a Joke you can come and cook substitutes yourself !!!! This is totally unnacaptable especially if you had week notice and couldn't prepared !!!!!! I want explenation right now as this is put my and my guests into a mess i'm trying to organize food now from much more trusted brand then you if you can't cope with orders for the party then don't do it”

Helpful Report

Posted 2 years ago

“I went into the Tonbridge branch of Waitrose this evening (09/09/2021) where there has always been a broad range of Marmalades including Tiptree 'Old Times' Marmalade which I have purchased from that store for years. Not only has everything moved from one aisle to another, but 'Old Times' is no longer stocked and the range of British Marmalades has dramatically been reduced in favour of French brands which is not good. Waitrose should be stocking more British produce not less and I went to the customer service desk who confirmed that Marmalade lines had been reduced, and it is no wonder Waitrose suffering financially, and just means that more people including me will buy produced online from companies like Tiptree who believe in proper customer service. I am not impressed at all”

Helpful Report

Posted 2 years ago

“Just been to market Harborough Waitrose to buy white spelt flour A lot had a reduced sticker someone was filling shelf I asked is it all reduced she said no then she said does is it make a difference I said don’t buy reduced being discontinued she said but there was bags next to reduced at full price with an offer buy two and save not sure if it was £2 or 1 pound I’m trying this because glebe farm not doing plain or self-raising flour any more I have a corn allergy so doves and hom brand have maize I don’t think I should be questioned why I don’t buy reduced”

Waitrose 1 star review on 6th September 2022

Helpful Report

Posted 2 years ago

“Waitrose Midlands welcome services. Captured audience comes to mind, pricing ridiculously high for a basic sandwich while travelling. More disturbing I was looking to fill a water bottle for my dog on a long journey and thought I could fill up at a service station, how wrong was I, when asking staff at waitrose when purchasing a very expensive sandwich I was told very directly no you will have to buy a bottle at £2.00 for a small bottle.Spain, you can get 8 litres for .73p which was not a problem but you don't expect a company in Britain to charge you for tap water for your dog. Not impressed Waitrose.you need to do better Unhappy customer Fiona Kearns from Scotland”

Helpful Report

Posted 2 years ago

“I got charged for click 'n' collect despite having ordered over £40 of wine. I know Waitrose / John Lewis have got financial problems, but charging for click 'n' collect is not the way to solve them. They've lost me; I won't be shopping there again.”

Helpful Report

Posted 2 years ago

“Generally I really like Waitrose - good fresh produce, friendly staff. However, it irritates me beyond measure that when they occasionally send me ‘money off’ vouchers they are invariable £7 off a £70 spend, with 8 vouchers provided for a 4 week period. I live alone, I probably average £30 per week at Waitrose, these vouchers are of no use to me whatsoever - to benefit from them all iD have to increase my spend to £140 per week. Tesco, on the other hand, sends me vouchers that work on 10%or 15% off a £30 spend, makes so much more sense. So for the period that the Tesco vouchers are valid, I’ll shop there more frequently. How difficult can it be to check my average spend and then send appropriately valued vouchers? Or is this just a tick-box exercise?”

Helpful Report

Posted 2 years ago

“Always a pleasure to shop there, lovely helpful staff. Food prices reasonable and quality of food outstanding.”

Helpful Report

Posted 2 years ago

“High price. Alway something bad happening. Some problem with the food or the quality of it. They were fine 5 year ago but nowdays... ridiculous. Today i just found 7 fishbone in my waitrose brand haddock fillet....”

Helpful Report

Posted 2 years ago

“Hello.to Dave potter branch manager at Waitrose kingsthorpe Northampton. With your 22 years 8 moths of experience what is yours and indeed your employers stance on infidelity amongst your staff. Do Waitrose have a policy or is it a free for all.”

Helpful Report

Posted 2 years ago

“Okehampton branch is really going downhill. Long queues as checkouts, dusty floors/shelves. Last week the handbaskets were stacked in the middle of the doorway causing a tripping hazard. New voucher scheme only works for those with the app or a printer - discriminates against the elderly. It also causes huge delays at the tills whilst people are fiddling around with their phones trying to load the app and locate the vouchers. This weeks 'special deals I might like' contains items I've never bought so how are these items selected? What happened to customer care? Why stop the free coffee and newspaper for loyal shoppers? Having a loyalty card now gives you nothing.”

Helpful Report

Posted 2 years ago

“You do some things so well ,however you expanded to quickly and quality was affected. Also a Waitrose Prefered exists and some stores are like a clinical practice. Uttoxeter being no exception with its Practice Manager. Really very sad.”

Helpful Report

Posted 2 years ago

“My local Newark branch delivery team sent me some lovely flowers for my 100th order with them. This was a lovely thank you from them and a surprise for me. Its nice that they appreciate your custom.”

Helpful Report

Posted 2 years ago

Waitrose is rated 2.7 based on 636 reviews