Name: Waitrose
Address: Waitrose Customer Sales and Support teamWaitrose LimitedDoncastle RoadBracknell, Berkshire
Rating: 2.64

“The app is appalling. I am technologically very literate but having to juggle a basket of shopping, a bag for packing, a Waitrose card, a smartphone and a means of payment is too much. Why do the vouchers not download to the Waitrose card once selected? If, as today, not a single item with a voucher was in stock, how do I know what is in the same category and can be substituted? Why do barcodes need to be scanned by the payment machine, not the main screen? The staff are endlessly patient but had a queue of customers needing help or explanation. This is not just a matter of tweaking; the whole thing needs rethinking.”

Helpful Report

Posted 3 years ago

“I agree what a shambles at the tills for us customers and also the staff who are trying to work this unwieldy app voucher scheme. I spent 22 minutes trying to log onto the O2 service at my local Waitrose, while facing a poster highlighting the importance of the customer satisfaction to Waitrose-ha, ha. I then gave up, as shopping should be a pleasant experience and this definitely was NOT-it deserves a zero minus. I also feel that the scheme now discriminates against all those without smart phone. I was a regular customer but will be transferring my weekly shop to M and S especially now the free paper offer has also met an untimely demise.”

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Posted 3 years ago

“The staff was incompetent and not trained well enough to receive customers.”

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Posted 3 years ago

“The new rewards scheme is simply awful, time consuming and complicated to use, having got the vouchers onto my phone the signal was so bad at the till i could'nt access them i was told this was a common occurrence, eventually managed with staff help to get the two discounted offers but delayed everybody else in the queue, this is a truly appalling new scheme”

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Posted 3 years ago

“I don't know what has happened to Waitrose but their Customer Services Dept. is truly dreadful. I've had the misfortune to speak to a duty manager called Carol, twice. Patronising in the extreme: she clearly doesn't care about Waitrose customers and has no wish to retain them. Instead, we are seen as irritants to be fobbed off. This supermarket used to have the very best customer service pre-pandemic. The very best. The sharp decline in caring about customers and listening to their needs is marked. Shame really as the delivery drivers are excellent.”

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Posted 3 years ago

“I don't know what has happened to Waitrose but their Customer Services Dept. is truly dreadful. I've had the misfortune to speak to a duty manager called Carol, twice. Patronising in the extreme: she clearly doesn't care about Waitrose customers and has no wish to retain them. Instead, we are seen as irritants to be fobbed off. This supermarket used to have the very best customer service pre-pandemic. The very best. The sharp decline in caring about customers and listening to their needs is marked. Shame really as the delivery drivers are excellent.”

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Posted 3 years ago

“So complicated and very discriminatory as to who can use it. A lot of older customers don't use smart phones let alone the internet. I'm 76 years and fairly IT savvy but what a complicated mess it is. First having to use the website and then open the app after choosing the offers. And then worst of all having to scan each puchase that I've chosen to get the discount whilst I'm trying to pack my shopping and pay without holding the queue up. Both Marks and Boots allow you to add you're chosen offers to your card and that's it. When I'm paying it's a case of scanning my card and hey presto there they are and duducted all in one go with the two shops mentioned. Sadly I think this the Waitrose system will cause resentment with their customers and inevetably take their custome elsewhere out of principle. I'd rather prices were reduced accordingly in the store and forget rewards schemes. I think in PR terms they should abandon the scheme immediately before more harm is done. I really cannot be bothered with it after this week when the scanner didn't reconise my card when I came to pay. I can do without the stress of sorting out why my waitrose card wasn't recognised at payment when the machine recognised it initally to release a handset to scan with.”

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Posted 3 years ago

“Waitrose… you expect your customers to learn a complicated system just for your app??! I see I’m not alone. What a complicated shambles of a loyalty scheme. I’m IT literate but gave up. Goodness help those who don’t have smart phones. Wife is returning to the store ‘on principal’ to get the refund in her newspaper that was charged at full price. Despite a well hidden voucher in a sub menu. Who in earth thought that this new system was a good idea. What a load of cr*p”

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Posted 3 years ago

“No smartphone so no offers for me thenm”

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Posted 3 years ago

“Waitrose, where being dishonest, incompetent and stealing money is the new way of operating. Used Waitrose as an alternative to Ocado, and what an alternative it is. The customer service department doesn’t work and when you complete an online feedback, due to staffing issues and that have lasted for months it will take approximately three weeks to get a response. Now do not be fooled the fact that you get a response doesn’t mean it will be a helpful response. In fact it won’t be and you will end up repeating the same information over and over again and hope that finally you find somebody with just some intelligence. You’re not even asking for a great deal at this point. Can you be fobbed off, assured of what will happen, only to find it won’t and you are once more left either chasing it or giving up and accepting that this is Waitrose. You’re paying a premium for a service that frankly Aldi and Lidl do better on. Despite multiple attempts to have monies refunded back to me order cancelled and therefore not received I had to endlessly email getting nowhere with them at all. Just unbearably difficult, and when you did speak to somebody in there Customer Service, what you’ve got with more like a 16-year-old kid with an attitude he was fresh at school and didn’t care. That being said I had a conversation with the manager of the Cheadle Hume store and it’s fair to say that if the managers clearly don’t care, and they are on an awful lot more money why should the people on the front line in a contact centre give a damn. They don’t. Good luck but no thanks.”

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Posted 3 years ago

“Wish I could give this company zero stars. Whilst partially blocking my driveway and mid delivery to a neighbour, the driver decided to expose himself in public and urinate on the side of my garage. Not sure I’d want a food delivery from him, not least because I certainly didn’t see him wash his hands before continuing to handle food. All captured on CCTV unfortunately for him. Told customer services and they just tried to fob me off with a £20 voucher and the “assurance” that it was dealt with but they can’t say how. Sorry not good enough which is why I’m placing this warning on here. If you like your food delivered by someone who doesn’t wash his hands after urinating on your property in public then this is the company for you. I however won’t be buying anything from Waitrose or John Lewis ever again.”

Waitrose 1 star review on 6th March 2022

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Posted 3 years ago

“Ha! I came to this site to see others' reviews. What is left to say about the new offer scheme? I only just realised that I didn't get my free Times although I was told the offer was extended for me. I bring an elderly friend who regularly spends over £100 but doesn't have a smart phone. No offers for him then! I assume that Waitrose management are now all under the age of 20.”

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Posted 3 years ago

“What a shambles, the Waitrose staff still don’t know how the supposed new ‘improved’ offers work. Whoever designed this system* - logging into Waitrose on phone, adding email address and password on phone, while unloading shopping from trolly onto conveyor belt, then bagging up my shopping and presenting my Waitrose card under card machine and then my phone for chosen offers then tap my credit card to pay I need to be an octopus! - *well that person needs to go back to school! Oh and then to wind me up even more, joining the queue at customer service because the discount bar codes didn’t work, present my credit card and receipt so the items not discounted (recovered at the bottom of my shopping bag to be scanned again) to be refunded to my bank and then giving customers service my mobile after logging in all over again for my discount and then pay with my credit card for my discounted shopping at the lower price. When I got home my two payments have been taken out of my account but not payment refunded I guess I’ll have to wait for a few days for that! I’ll be off to M & S on Saturday for my weekend shopping.”

Helpful Report

Posted 3 years ago

“What a shambles, the Waitrose staff still don’t know how the supposed new ‘improved’ offers work. Whoever designed this system* - logging into Waitrose on phone, adding email address and password on phone, while unloading shopping from trolly onto conveyor belt, then bagging up my shopping and presenting my Waitrose card under card machine and then my phone for chosen offers then tap my credit card to pay I need to be an octopus! - *well that person needs to go back to school! Oh and then to wind me up even more, joining the queue at customer service because the discount bar codes didn’t work, present my credit card and receipt so the items not discounted (recovered at the bottom of my shopping bag to be scanned again) to be refunded to my bank and then giving customers service my mobile after logging in all over again for my discount and then pay with my credit card for my discounted shopping at the lower price. When I got home my two payments have been taken out of my account but not payment refunded I guess I’ll have to wait for a few days for that! I’ll be off to M & S on Saturday for my weekend shopping.”

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Posted 3 years ago

“We were disappointed last Saturday to find ‘free’ newspapers no longer available in our local Waitrose in Chandler’s Ford. We won’t be doing our regular Saturday shop there any more. The Co- op is nearer anyway and Asda’s and Aldi’s just up the road and much cheaper!”

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Posted 3 years ago

“Who did sign that new loyalty suoer complicated card/voucher system? This is the most ludicrous one in the market. 10 minutes spent at the till to save £1. Not even worth the journey to the store !!! They should send their marketing boss on a training experience at Lidl to find out how to do it !! Otherwise Waitrose is still the best supermarket in this country (top quality and choice?”

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Posted 3 years ago

“Having to produce your iphone at the till and having to carry out at least 3 swipes is ridiculous! Should be great at Xmas! Lady at the desk said print off your vouchers before coming to the store, words fail me. We live in an area with a large retired population, most of which will find this scheme impossible.”

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Posted 3 years ago

“You said that people didn't want a free newspaper. I hope you read the comments to realise that most people did/do want a free paper. It is dishonest of you to say this. In reality, I imagine you found it too costly. Don't dress it up with nonsense. Be honest. Times are hard. And as for the new offers available via a phone - how will your elderly customer base deal with that? It's a hassle to have to log in and find the offers when standing at the check-out with others waiting behind. Whose stupid idea was this? At least offers can be loaded onto the M&S card so it's done in one swipe. Didn't anyone research this? Or did your customers say that this is what they wanted in one of your pointless surveys?”

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Posted 3 years ago

“A simple arrangement where you automatically got your free newspaper and/or whatever special offer was in place by going to the check out counter has been replaced by an overcomplicated one that needs you to have your phone. No provision for those who do not have this facility. Moreover it is just two items maximum in any week. Waitrose often send out surveys but none regarding this. They have lost the plot and, I suspect, many previous loyal customers. Lidl calling.”

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Posted 3 years ago

“The ‘new experience’. What rubbish. I just cannot be bothered with this. Without my Saturday paper I’ll happily shop elsewhere (where prices are lower anyway)”

Helpful Report

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 80%
Accurate And Undamaged Orders	Greater than 80%
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Under An Hour
Customer Service	1.9 out of 5

Waitrose Reviews