I have been a regular customer of Waitrose for over 2 years and the treatment I received from them over my last order was appalling.
My boyfriend was at home waiting for the delivery and I was at a work function. At the end of my function I saw I had a voicemail from Waitrose which stated that the driver had been to my flat and that I was not there so unless I was home in 2 minutes they would leave and I could phone customer services to rearrange delivery. The call came in before my delivery slot was even scheduled and even with the 2 minute warning this was at least 10 minutes before schedule. During this time my boyfriend was home the entire time and no one came to the door for the delivery.
He phoned customer services to enquire where our delivery was and they agreed that we had not been treated very well and that they would contact the London branch. We waited all night for Waitrose to call back and let us know where our groceries were but never received a call. I then phoned Waitrose again today and they said that they would phone the store as it appeared it hadn't been done last night to find out where my delivery was. This is now 6 hours after my second call and I am still waiting to hear from Waitrose.
The customer services line took 32 minutes to get through the first time, 15 minutes the second, and I am still on the line for the third attempt.
Clearly Waitrose do not care if they retain customer support and will resort to leaving bullying messages when they have made a mistake by employing lying drivers.