Waitrose Reviews

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

2.7 Rating 638 Reviews

37 %

of reviewers recommend Waitrose

2.7

Based on 638 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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“Rotten avocados, no antibacterial spray at the entrance , kitchen roll on the ground near the front door ! Gerrards Cross Waitrose”

Helpful Report

Posted 4 years ago

“Thank you to the young man who came to our rescue. We had been trying to get cartons of prune juice for ages. All other supermarkets either were always sold out or we were unable to get to talk to anyone on the telephone to check their stocks. I telephoned Waitrose and the telephone was answered immediately by a young man who was so helpful and sorted me out with the prune juice. He was so polite and could not have been more kind. A big thank you to this wonderful guy. Sadly I did not get his name but hope he reads this. My name is Mrs Clarke and was over the moon with the service we received.”

Helpful Report

Posted 4 years ago

“Waitrose are the worst online grocers in "normal" times but during the COVID crisis it has excelled itself in terms of lack of service, availability and interest in customers. WAITROSE IS RUBBISH.”

Helpful Report

Posted 4 years ago

“My very first on-line order last week - goods near use-by date in some cases not very fresh, especially oranges, and the packet of pepper and nutmeg chipolatas were mouldy. I e mailed my complaint and got a very impersonal reply, not even taking into account that I may be self-isolating, which I am! Quality of Waitrose has gone down in more ways than one!”

Helpful Report

Posted 4 years ago

“I have been a weekly shopper with Waitrose and a loyal John Lewis customer for years. This will no longer be the case after my recent experiences of shopping at Waitrose. It has taken much longer to respond to in-store precautions than other supermarkets and its sanitising procedures are still well short of reasonable expectation. The staff, drafted in from other stores, are often rude and intimidating. While appreciating the pressures created by the current situation, there is absolutely no justification for this and the contrast with the pleasant attitude of staff in other supermarkets is very marked. Frequent emails are full of empty promises about the availability of delivery slots, especially for older, vulnerable customers causing huge anxiety for my 86 year old house-bound mother. On the one occasion when I was able to book a click and collect slot (obtaining a home delivery is impossible), the number of inappropriate substitutions and unavailable items made it a pretty useless endeavour. Waitrose seems to be living off a reputation which is now quite undeserved.”

Helpful Report

Posted 4 years ago

“Waitrose gives priority slots to those on the Government’s vulnerable list, which excludes disabled shoppers. I am over 70, live alone and cannot walk. Although I have shopped with Waitrose online for years, I can no longer get an online shop, as I am not on the Government’s vulnerable list. When I rang Waitrose to enquire about priority shopping I was told I would be contacted by Waitrose as I should qualify on the basis of age alone. I have received no communication, nor is there any provision for age details in their registration section. Surely it would be easier and safer – rather than depending on volunteers - to allow disabled and the elderly online slots also and give some consideration to those for whom it Is physically impossible to get to the shops, alongside those on the Government’s list – who already qualify for assistance on the basis that contracting Covid 19 would pose a greater health risk.”

Helpful Report

Posted 4 years ago

“Why is Waitrose giving their customers completely wrong information for Click & Collect from their stores? They are measuring the distance from the account holder's postcode to the shop "as the crow flies" ... not as the road takes you, which is careless in the extreme!”

Helpful Report

Posted 4 years ago

“I would like to chance to make a comment on your home delivery. I have been a loyal customer of both Waitrose and John Lewis for over 20 years. I am lead to believe they are sorting out elderly customers from their data base. Rubbish, I have been trying to book a slot for over 2 weeks, their data base should have shown them that I have not shopped inn store for over 3 weeks but no contact has been made. When do they return the loyalty back for having shopped with them for so long. Very disappointed and disheartened with Waitrose. I wouldn't mind if I could get to talk to anyone but all communication ends in the same email replied and no answer on the phone. My husband in the the 12 weeks isolation group along with my mother who is 84 and lives alone, so am not happy to go out. What I am suppose to do.”

Helpful Report

Posted 4 years ago

“Brilliant service from waitrose Poynton. Just received our first home delivery .Each person we spoke too including Rose who delivered our order was courteous and a pleasure to deal with. Thanks. G.Brian Hudson. Poynton.”

Helpful Report

Posted 4 years ago

“Profiteers. Will NEVER visit Waitrose again.”

Helpful Report

Posted 4 years ago

“I need therapy to get over this Chandlers Ford East visit. Very upsetting. I Wanted three items. Arrived early in morning OAP hour and queued and told by Intimidating door security guy that I could not go in without a trolley. There was no sanitiser to wipe the trolley. He said that the trolleys had already been cleaned. I said I did not want a trolley as I only wanted three items. I never use a trolley because of Coronavirus. He said well you cannot come in then. I went through the door with a trolley as instructed and saw a dirty till receipt in the trolley. I said this one has not been cleaned. He said we only wipe the handles. The trolley was dirty. I picked up my three items and had to put them in the dirty trolley . I Saw two suited managers as I went to pay and said I was not happy at being forced to use a trolley that was not clean. The manager quickly took the rubbish out of the trolley. He said quite discourteously ‘what do want me to do’ He refused to get me any sanitiser. I felt my hands were contaminated. He said there was hand gel in the toilet which meant more hygiene disruption. I walked to the self service till with him following me. He was arguing the whole time saying that none of our other customers complain. This is so completely the wrong thing to say. He said that I did not have to shop there. I am a local and the mere fact that I had shopped there for 20yrs did not seem to matter probably from when this manager was still in nappies. I kept asking him to leave me alone and to stay away as I did not want him less than 2metres away. I said none of the other supermarkets treat their customers like this. I told him that all other supermarkets have had sanitiser at the door for weeks. He kept arguing saying no they don’t. I asked him if he had been in Asda Or Tesco recently. he said he had three days ago and didn’t notice any sanitiser. Well I thought so much for a floor manager who is in charge of helping to prevent customers and staff from catching Coronovirus and does not use sanitiser. He kept still kept arguing and was quite aggressive. He stood with his back at the glass window still arguing. He watched me struggle with my bananas as the scales would not work. I was shaking with upset. I Kept away from him. He deliberately intimidatingly watched and waited for me to finish paying and as I went out I had to walk past him. I could not wait to get out of there. He then shouted at me and lied that I was abusive and hounded me out of the shop chasing me from behind making me feel very uncomfortable shouting at me so that all the staff and customers were watching. I thought he was going to hurt me. I felt he tried to take away all my dignity.I never turned round but kept walking with dignity. He kept following me shouting he wanted me to leave the shop. His behaviour was embarrassing. I spotted some sanitiser hidden at the side of the customer service. I grabbed a squirt if that’s but he came right up to my intimate space and tried to grab it to stop me using it. This squirt of sanitiser could have been the one thing stopping me getting the virus. This is nearly a week ago now and I am still very upset. I had immediately put a complaint in to customer services but nothing was done. I don’t think they believed me and weren’t really interested. There response implied they were more interested in me writing a good rating for there response so I could be entered into a prize draw as a way of saying thank you for bringing the incident to their attention. Just to say I am an NHS hospital front line worker and have been for 40yrs. This manager needs a lesson In how to treat customers and get over himself. He should not be allowed to intimidate, humiliate and bully female vulnerable customers in this way. I suppose the moral of the story is to not dare to criticise the supposed wonderful Waitrose for fear of reprisals from an intimidating bullying rude floor manager. It is hard for the NHS when people like him and Waitrose have so little respect for people who are saving lives. I will never ever shop at any Waitrose or John Lewis again. The treatment I received was appalling. It will take me a long time to get over this.”

Helpful Report

Posted 4 years ago

“Hi - me again. It might help people to know that Sainsburys have been giving an excellent delivery service to young and old during the past week. Their system only allows you to order one or two days prior to the date of delivery, thus a good chance you will get your order. They also text you re your updates and advance notice of your delivery. OK this service may not always be as good but I say speak as you find. Waitrose cannot dine on its' past historical excellent service! We are all leaving the sinking ship.”

Helpful Report

Posted 4 years ago

“Ordered 3 weeks ago. 13 items unavailable and 9 substitutes - being told on the delivery date. Unavailable items included toilet paper and fresh fish which has strictly 7-9 days order policy. The next available delivery is on the 29 of April. Indeed this encourages stock piling behavior!”

Helpful Report

Posted 4 years ago

“Very angry to be told on the delivery day no milk or toilet tissue. This sort of service generates stock piling.”

Helpful Report

Posted 4 years ago

“Have been having on-line orders for a number of years; mostly very good experience and have been recommending friends. NOT ANY MORE. Early March ordered £76 worth of food on-line for delivery. Delivery subsequently arrived; items worth £62. After numerous communications with "Customer Service" to date no refund has for items not delivered. On the odd occasion this has happened in the past, there has been instant refund, following delivery driver amending order; not any more. If the transaction process was easy in the past, there cannot be any reason why it is difficult to make changes now - apart from the fact that the system is not working and has not been working for some time. Not using Waitrose for on-line shopping; will only visit local store occasionally for the odd item. Sad ending”

Helpful Report

Posted 4 years ago

“Really bad place to end up. Very unprofessional staff starting from the gate house all the way to the office and throughout the entire place. Rude, the least polite persons I have encountered. Especially as government is spending billions on £ to prevent spreading of coronavirus this place can't spare a few pounds on hand sanitizer although they have massive writing on walls suggesting to use it next to a empty hand sanitizer dispenser. Toilet seems to be forgotten about and all together everyone you encounter is acting like you are an intruder. This happening at one of the Waitrose distribution centres.”

Helpful Report

Posted 4 years ago

“First time ordering off the website, came but 3 items worth £30 were missing. Tried ringing but said lines were busy, tried contacting through the site, no reply so far. Wont be using again.”

Helpful Report

Posted 4 years ago

“shopping experience at peak times, is quite good with plenty of space and not barging into people shoulders, till lanes are quick, free parking, free coffee, cafe, clean toilet facilities. you find your favourites products. wide range variety produce. Things need to draw more customers to shop here, is meat and fish quality is not satisfied with the less choice. some of the vegetables i wanted are empty at weekend, the only way i will come back or visit another store in town is to sort out pricing it is not good value, paying more the same product to another supermarket. check price, save more if you shop less at Waitrose.”

Helpful Report

Posted 4 years ago

“Biggin Hill Waitrose: Claire and Sam Katie who work in the Sore Café are always pleasant helpful and attentive. They display excellent empathy and are a credit to your Company. Well done Sam Claire and Katie.”

Helpful Report

Posted 4 years ago

“Every year I purchase Seville oranges from Waitrose in order to make marmalade. In previous years there were about 5 oranges per 1Kg pack. However, this year I counted 10 small, smooth skinned Seville oranges for each kilo pack. All the packs in the shop were the same. They did not smell like Seville oranges and when I cut the orange, it had very little pith. I made the marmalade as I I usually do, but when I went to squeeze the muslin bag containing the pith and seeds, hardly any gooey stuff came out of it. Not at all like in previous years. Very disappointed with the quality of Seville oranges Waitrose are selling this year.”

Helpful Report

Posted 4 years ago

Waitrose is rated 2.7 based on 638 reviews