Waitrose Reviews

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

2.7 Rating 642 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 642 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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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“my wife and child were followed from start to finish by security in Mountsorrel making the experience extremely disconcerting. Disgraceful racial profiling.”

Helpful Report

Posted 3 years ago

“I have been using Waitrose for over 10 years and during that time the delivery driver was always willing to: leave the shopping at the front door in a safe place if I wasn’t home at the time of the delivery, to deliver to my teenage children who are under the age of 18 years as a result of my being infirmed and unable to get out of bed, and to use recyclable bags into which I could carry the shopping into the house in small, manageable lots— which are necessary because I have a bad back. However, Waitrose’s delivery drivers are now prevented by strict enforcement of company policy from doing any of the above. That means that using Waitrose online is now no better than physically going to the grocery store— where you have to put the item in the trolley, take it out of the trolley to check in the belt, and then pay for it, and then place it into a carrier bag yourself; now everything must be handled at least three times— four to unpack it into one’s pantry/fridge. Therefore, the “utility value” of the Waitrose online shopping experience has dramatically dropped to almost zero. No wonder Ocado dropped Waitrose for Marks & Spencer. As a long time customer of Waitrose I called customer service to provide them with some constructive feedback to let them know that these policies are having a very negative effect on the elderly, the physically disabled, or the overwhelmed working parent(s), as well as other of their customers. Waitroses’ policies are making it impossible to do business with them. Of course neither the customer service person or supervisor were enabled to help, nor was there any internal mechanism to provide feedback from customer service into the business process managers of the company . Waitrose’s management seems to be making policy decisions in a vacuum without any consideration of its customers; there appears to be not an ounce of common sense among them! Customer Service Reps are completely helpless and are unable to do anything about it but repeat platitudes and make vacuous apologies. In fact there is no business process within Waitrose that takes constructive comments from its loyal customers and uses those to improve its business processes and procedures. As a result, I am no longer going to custom Waitrose; they have lost my business, and I’m going to make a point of sharing this negative experience with as many people on the Internet as I can possibly muster. I am outraged and concerned for the plight of the elderly and the disabled. How was it possible during the pandemic for procedure to have become more flexible and useful and now all of a sudden things have become completely stayed infixed, calcified to the point becoming completely useless? Moreover could the problem of fraud actually have been so great to have justified the inconvenience of so many of its customers? And just watch; in a few minutes someone from Waitrose will be watching this trust pilot review will simply reiterate the company policy which basically means they’re going to do absolutely nothing constructive. The whole point of the trust pilot reviews to try to encourage companies to make change— not to reiterate the blooming obvious. What exactly does this person who is going to provide the review think they’re going to achieve by simply reiterating the company’s pointless and ineffective policy? Do they hope that they’re going to change my mind or change the minds of any of their disgruntled customers? I would put it to you that the person who will answer this trust pilot response is just a waste of space, and attempt at the company trying to soothe with meaningless words and make inauthentic apologies.”

Helpful Report

Posted 3 years ago

“Waitrose biggin hill cafe. What’s the point? We haven’t got this we haven’t got that. Time to close it down.”

Helpful Report

Posted 3 years ago

“My word what has happened to Waitrose, been going down and down for along time now, but recently even worse, my partner went to main Putney branch and was followed round store, by sad store detective non stop, very bad experience, and was laughed and made fun of by store detective when he tried to complain to staff, was done to provoke reaction, and upset, so sad these people have nothing better to do, complained to head office, but nothing done, would we ever set foot again in this over rated and over priced supermarket again, no! Truly terrible, but this is one of many issues we have had from staff in this store, also issues with staff in Kings Rd Chelsea branch, so Waitrose you need to be employing people that are welcoming to customers, with people skills, and remember with out customers you won't have any supermarkets? So happy not to be using this terrible shop anymore!”

Helpful Report

Posted 3 years ago

“My delivery this week: Carrots out of date the same evening. Haddock and braising steak both had to be eaten the following day Bread squashed How can anyone eat both meat and fish on the same day before it goes out of date. Non of these items would have been bought by anyone visiting the store. I then ring up to complain and I am told that whilst things are in date they remain on the self for pickers to pick until the end of that day and whilst Waitrose like to give several days on fresh meat and fish the pickers can’t look at every date but she would refund them for me. So I am now paying £3 per order for a picker that “can’t look at every date” to guarantee me several dates on my fresh meat and fish. The refund never appeared so I rang again to be told by a very pleasant young man that my call was logged that morning but the customer service assistant had failed to action the refund. This is not am isolated occurrence for me so is this the countrywide standard for Waitrose or am I just unlucky for my shopping being picked at a store that fails their standard? The delivery staff are excellent but I now feel that the stress of this weekly occurrence is becoming too stressful to continue shopping at Waitrose which is very sad as on the whole their food is good and I’m happy to pay slightly more for good food but all this is let down by sloppy attention by the pickers to the use by dates even though we now pay for our food to be picked.”

Helpful Report

Posted 3 years ago

“I recently had to go into hospital. When my husband was shopping in our local Waitrose Addlestone, a member of staff enquired as to my whereabouts as it was unusual not to see me. When he explained I was in hospital the member of staff offered my husband a bouquet of flowers to give to me on behalf of Waitrose. A really lovely gesture and meant a lot to me. Thank you Waitrose Addlestone for cheering me up and I always enjoy shopping in this particular store.”

Helpful Report

Posted 3 years ago

“We purchased scampi and calamari last night . What terrible tasteless chewy they were. Even tesco were so much better. Waitrose food standards are dropping fast. Do not buy incl peking duck .all bone no meat and tasteless.would like our money back”

Helpful Report

Posted 3 years ago

“Bramley cooking apple tiny/overpriced/not fit for purpose. Substitutions ludicrous eg.Norwegian Jarlsberg was unavailable -sent French Comte Waitrose own charged higher price..All subs not suitable and charged at a higher price. Mostly. Waitrose brand substituted. Masks never worn.”

Waitrose 1 star review on 1st October 2021

Helpful Report

Posted 3 years ago

“After a lovely day out in Windsor with the family we needed milk so went in to Waitrose where i have been a customer for many years.They had our favourite wine on offer so without a thought added 12 bottles to the trolley. OOhhh,what a nightmare this became.The cashier(a young indian girl asked for the identity card of my stepdaughter & her fiancee(they are both in their early 30s) I was the one buying the wine, they were only waiting for me but this girl said if they din't show her their identities we couldn't buy the wine.Nearly left everything there and walked out but everyone was looking at us like we had stolen something. What can I say!!! Thank you Waitrose FOR ruin a lovely family day out,your cashier was rude,wouldn't listen to us and my stepdaughter & fiancee are going back to Spain beliving we were treated this badly because your cashier heard us talking in Spanish. After shopping in Waitrose all my life(having received flowers from Waitrose before xmas. I WILL BE AVOIDING WAITROSE FROM NOW ON, SPECIALLY THE ONE IN WINDSOR.”

Helpful Report

Posted 3 years ago

“I have, on multiple occasions, complained to Waitrose about the false reviews on their wine products. Multiple reviews placed at the same time, all using the same vocabulary, all from first time reviewers, all giving the same products 5 stars. Waitrose send out the same response saying they have passed the matter onto the team, but nothing is ever done. If Waitrose cannot sort out obvious iffy postings then they shouldn't posting any! They can start by checking out the IP addresses of reviews submitted to eliminate multiple use by different email identities. Like most people, I would like to feel I can trust online reviews, especially when hosted by names like Waitrose, but clearly we can't.”

Helpful Report

Posted 3 years ago

“forcing home shoppers to go bagless does not float my boat, thank fully there are much more enlightened providers out there that remain customer focussed and have solved the plastic issues themselves rather than punishing customers”

Helpful Report

Posted 3 years ago

“Excellent Service”

Helpful Report

Posted 3 years ago

“I have been A waitrose online customer for years and for the past few months the service appears to be getting worse and worse. Despite me paying for and requesting everything to be bagged most of my items are just placed in the trays. Things that are bagged are done so without any care meat is chucked in and last week the pack of chicken split leaking chicken juice over salad items which had to be thrown. The customer service team seem bored when you call and say yes the fulfilment centre is having problems .... over the last two weeks there have been over 18 items out of stock ...items that other supermarkets seem to have plenty of. I’ve alsays been loyal to waitrose but I’m not sure I’ll be using them for much longer with this appalling service.”

Helpful Report

Posted 3 years ago

“I hate to say this but please change back to New Zealand Venison meatballs which had flavour, unlike the new British ones that were bland totally tasteless.”

Helpful Report

Posted 3 years ago

“I visited Waitrose Banbury store in July with my one year old daughter and whilst I was checking out my shopping she alarmingly picked up a bottle of commercial cleaning fluid which had been left by the Waitrose cleaners on the floor without a lid on. She took a swig before I could grab it from her, and we then spent 5 hours in A & E and she was very unwell for 2 weeks following the incident. It was a hugely upsetting and stressful situation for us as a family and Waitrose are refusing to apologise for their negligence or share any details from their alleged safety review following the incident. I have been left completely shocked at the way it has been handled by them, and on this basis would not recommend parents to take young children to the store as it is clearly not a safe environment.”

Helpful Report

Posted 3 years ago

“As I hadn’t used Waitrose delivery for a few months , I had to do a security check. My iPad was playing up and so I went onto my phone. By mistake I paid for my groceries a day before delivery. I didn’t realise this and amended the order the day before the delivery, then went through checkout . I have lost over £100 and Waitrose deny any receipt of it. My bank insist that I paid a quick payment but the money has disappeared. I have told customer services, but absolutely, no response . I will never use Waitrose again . I am a 79 year old widow. . .”

Helpful Report

Posted 3 years ago

“I have been a Waitrose customer for a long time, I used to get my shopping delivered from the Hexham Store which was always excellent, they then changed the boundaries and my shopping is now delivered from the Eldon Square Store. I must say the difference is unbelievable my products are regularly delivered either out of date/damaged or short shelf life I feel as if I am regularly complaining which to be honest puts you off wanting to shop at the store. Either pull your socks up or get a new Manager!!”

Helpful Report

Posted 3 years ago

“Waitrose in Bagshot the standard of the shop relating to filling shelf no vegetables out of date products or within a day . Was excellent shop !standard now declined . overpriced products out of date. This week decided to by Victoria !!Sandwich for tea . Took out out box hardly any filling jam or buttercream. Refilled with Jam and cream. Don’t buy.! Go to a well know store food always good”

Helpful Report

Posted 3 years ago

“Oh my goodness! Have tried to order a bouquet of flowers for friends after a lovely stay almost two weeks ago and am on my fourth attempt to order online. Always come up with a problem and when I cancel the order and start again, it comes up with the information I used at first which was incorrect. Tried customer services a few times but still no answer or any help. Going to a local florist!! Seems as if many people are experiencing difficulties in some shape or form, Thought service at Waitrose would be excellent. Seems I was wrong!”

Helpful Report

Posted 3 years ago

“Longfield Store: Staff don’t apply social distancing and teach over your shoulder when shopping! Raised a complaint with the store who kept me waiting for 20 minutes, after a staff member directed me to a colleague to call a manager, who wasn’t available due to a management meeting, 20 minutes later she advise me she was a team leader who could help me! Contacted customer services who offered me flowers, chocolate or a bottle of wine, which I found an insult! Store Manager contacted me and rather than acknowledge and apologise for the experience I have had, made excuses on the lack of communication from her staff! Offer me a £15 Gift card that I declined! Customers are not clearly valued! As a Waitrose card holder, I normally shop at a competitor. Won’t be entice to shop at Waitrose going forward, with promotional voucher and pay more for your groceries, for the bad customer service you receive! Not what you expect from a brand like Waitrose!”

Helpful Report

Posted 3 years ago

Waitrose is rated 2.7 based on 642 reviews