Waitrose Reviews

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

2.7 Rating 643 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 643 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 82%
Accurate And Undamaged Orders	Greater than 80%
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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“Second to none on quality and customer service. Stock a wide range to suit all budgets. Sure, you can spend a fortune on the most expensive, luxury products (if you have the means and the inclination to do so), but you can also get excellent value for money from the economy 'Essentials' range, without skimping on quality. The staff or 'partners' both in store, online and out making deliveries are polite, professional and friendly. In the rare event that a problem should arise, it is always dealt with quickly and effectively.”

Helpful Report

Posted 2 years ago

“My wife and I were VERBALLY ABUSED AND SUBJECTED TO THREATENING BEHAVIOUR by a Waitrose delivery driver. As 80 year olds we were severely concerned about this road rage as it was totally unwarranted. I complained to Waitrose HQ who said they would investigate. Today they phoned to tell me the matter had been dealt with. NO APOLOGY OR ANYTHING - made me feel as if they felt it was my fault and I deserved such treatment ! Should have gone to the Police”

Helpful Report

Posted 2 years ago

“Such a lovely relaxed shopping experience and always a pleasure to walk around looking for things I didn't intend to buy but because of the way they are presented I do.”

Helpful Report

Posted 2 years ago

“I am a very dedicated customer. For me only Waitrose and M&S have the necessary food quality that I expect as a French born person. However, recently, Waitrose has been disappointing. Nowhere enough innovations (same old). In addition, some food items, such as Guinea Fowl or Duck Breasts unavailable on line (or in store - Bromley Branch). Please remember that Waitrose is or should be for the better off - the low classes, (unfortunately for them), need and do shop in cheaper supermarkets. There must be quality, more expensive supermarkets for the better off. That is a fact of life. So, please do not lower your standards.”

Helpful Report

Posted 2 years ago

“I have been shopping at Waitrose for more than 20 years. Today I decided to quit Waitrose for good. The Christmas shopping was a nightmare last year and I was hoping it will improve this year. Unfortunately, it got worse. It is impossible to order Christmas food either online or in person. The customer service replied saying that the ordering system will be open soon, leaving it very vague. When I further questioned it in a store I was told that I have to find another branch other than the 4 branches I had already tried. What really got me angry was the apology of this person "Christmas is a busy time sorry we run out quickly". She was in her 20s meaning that I was shopping at Waitrose since around the time of her birth. She had not realised that I have been doing this every year for as long as she lived and I know how this works normally. It was probably her manager's response she was repeating. In either case the message was "we don't care, go away and stop bothering us". If you lost your work ethic then it is time for me to say good bye. I have now ordered all my Christmas food from a local farm and M&S. They are so much better and care about their customers. Good bye Waitrose and Merry Christmas :)”

Helpful Report

Posted 2 years ago

“We decided to give your supermarket a try the service is dreadful no customer service at all ….. never again”

Helpful Report

Posted 2 years ago

“What has happened to the quality of your fresh products . Very disappointing. Shopping here is not uplifting but rather a sad experience.Quality of your own brands ie chocolate digestives has also gone down . Same price but cheaper ingredients . Nothing like the quality or taste it used to be ! Not worth the money we spend there . Very sad .”

Helpful Report

Posted 2 years ago

“If you eat tortillas you will love these Manomasa manchego & green olive. Sweet taste of red peppers and green olives combined with the tangy taste of manchego cheese. A delicious Spanish tapas experience not to be missed throughly recommend.”

Waitrose 5 star review on 16th October 2022

Helpful Report

Posted 2 years ago

“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

Waitrose is rated 2.7 based on 643 reviews