I bought some organic medium curry powder from my local Waitrose and it was absolutely awful - bitter, acrid and with a very nasty aftertaste which coated your tongue. I had made a prawn curry using it and neither my husband nor I could eat it. I ended up draining the whole thing through a sieve in order to rescue the very expensive prawns. When I looked at the list of ingredients, turmeric was first! I have cooked a lot of curries in my life and never has turmeric been the main ingredient because it is only ever used in Indian cooking as a minor part of any curry flavouring. The sweeter spices like coriander, the hot ones like chilli and the earthy ones like cumin take centre stage, with a small quantity of bitter turmeric just there to lend balance. And to make matters worse, there was virtually no chilli flavour and mustard powder was also listed, so 2 acrid, harsh spices and no balance. This product is a disaster.
I have just unpacked my shopping from Waitrose. I bought two lots of fish which had a sticker on them saying 25% off. When I got to the checkout, there was nothing taken off. When I telephoned to enquire about this, they said if you looked at the shelf, there was a notice saying 25% had already been deducted. I pointed out that that notice should be put on the product not on the shelf if they saw fit to put a sticker saying 25% off on the product then it should also be fit to put a notice on the product saying the 25% had already been deducted from the price payable on the item. Also purchased Andrex toilet washlets. There was a big sign saying £1.88 - buy one get one free. The assistant was puting them out as I was there and she commented it was a good offer. When I got home and checked my bill, it actually charged me £1.95 for each of them and there was no one free. So I paid £3.90. Mentioned this in my telephone call too was told well hold on to your receipt, we'll reimburse you next time you come in!!!!!!!!!!!!! Whaaaaaat really. Do they really expect me to go there again.
Like everyone else I thought I'd have a go at using one of their promotional codes where you save more each time you shop. The whole experience was a waste of time and money. Following their strap line of "We shop like you shop" I filled out notes next to items saying that I'd only like them if in date for a few more days etc. When the delivery arrived, the driver was late and deposited everything on the doorstep before I answered the door so that he could make a quick getaway. When unpacking I discovered that everything that had been on special offer was either missing or replaced with something three times the price and a fish pie, prawns and 3 packets of smoked salmon were all going out of date that day. We don't waste food in our house but nearly half the fresh items from waitrose.com ended up in the bin the next day. I was 6 months pregnant and not going to take the risk with any of it. A couple of days later I had an email from a lady welcoming me to waitrose.com and asking how the experience was, I wrote back to tell her truthfully how disappointed I was and never heard another word. What's the use of customer service if they put their head in the sand upon honest feedback? This was about 6 weeks ago and I'm not tempted to try again, Ocado are reliable, nearly always early, rarely have anything missing from the order (1 in 20 times for us) and sensible dates left on the food. As part of the John Lewis Partnership this is shockingly bad from Waitrose letting down an otherwise strong household name.
Like everyone else, I thought I would give it a try. In my order for 26 items, 11 items were missing and the eggs were broken. Phone then up and the automated phone system says to report the missing items online, yet their website cannot bring up your order so that you can tell them what is missing, all you can do is leave a general message.
Decided to give Waitrose a try with their bottle of champagne offer, will not order again. 3 substitutions in one order - never happened with Ocado in my 2 year shopping history! One item was missing (they supposedly wanted to substitute 2 red peppers with 2 packs of mixed ones (60-70p each vs £3 for two packs, what a rubbish sub), but I only got one with my delivery. You can only change your order until 11am the day before vs at least 9pm for Ocado (but usually 1am on the day of delivery). The website is completely unusable - the search does not work properly, i..e was searching for Arrabbiata pasta sauce and manged to find it only when searched 'pasta sauce' and not 'Arrabbiata'. Absolutely rubbish - will stick to Ocado, which pretty much offers all the Waitrose range and so much more on top.
Used to use Waitrose years ago. Been using Ocado for two years, they deliver some of Waitroses products. Thought I'd give them a try,free champagne so worth a go. What a load of rubbish. Food going out of date the next day ( why do they think people shop for a week, we can't eat it all in two days.) Broken eggs, no coffee and substitutions, which are rare with Ocado. I'm sticking with Ocado in future ,they knock spots off all the other delivery services.
Thought we would try the new Waitrose delivery service. The order included pizzas for friends staying over. After 8 (slot 18:00 - 20:00) had to resort to driving to Tesco to feed my guests......oh and no call from Waitrose. Diabolical for such a 'high' end brand
I can see very little reason not to use Ocado as they deliver Waitrose groceries a lot more efficiently than Waitrose. I had my champagne, a very nice gesture, but still cannot deal with their level of substitutions on a regular basis! I do like Waitrose as a company but they really don't do deliveries well.
I've used Waitrose for some time hoping they would improve, no such luck. I am not surprised to see so many bad reports. Almost every week I had to send something back, bad sell by dates, bread crushed and unusable, meat half the size asked for, the list go's on. I seen their advert on tv last night about how they carefully pick your order, what a joke.
It seems my experience with shopping at Waitrose.com is even worse than I first thought. Not only did I stay in and wait up until midnight on the day of expected delivery (which was scheduled for between 9pm and 10pm) only for the delivery driver to not bother even turning up, I was then insulted with a pathetic offer of £10 off my next waitrose.com order as compensation for my wasted time and inconvenience from customer services when I complained about the matter. I have now discovered that I have not received a refund for the payment taken for the (undelivered) order. If I had not checked my bank statement, I am sure Waitrose would happily keep the money! The level of service and customer satisfaction displayed by this organisation is deplorable!
I thought I would give the a try because I fancied a bottle of champagne. What a mistake, the shopping arrived minus the champagne and minus 1 item. The driver apologised and said it was his first delivery and didnt know if anyone had champagne. Anyway I phoned and was told that they couldnt send out any champagne so they offered me £20 in vouchers. I felt conned. This meant that I had to use them again to use my vouchers. I emailed advising of the missing item on 12th Jan, no response, then I got an email saying if I wanted to contact the store I could or they would deal with it for me. So I waited I phoned on 13th Jan and they said they would refund me. I phoned yesterday to ask where the refund was to be told they didnt know as it was set up on 13th. They promised to phone back and still nothing. Tesco refund within 24 hours although they say it could take up to 7 days but it hasnt so far so think I will be going back to Tesco. The people you speak to seem very young and inexperienced so I have absolutely no faith in their customer service. I will not let up I will call everyday if I have to so that I get my refund. Dont use Waitrose, Ocado are much better...........................
I love Waitrose and was delighted when I saw they had started delivering to my area. Perhaps Tuesday is not the best day for food delivery. Short date food, and substitutions. How can a store not have ordinary carrots in? The beef joint substituted didn't remotely resemble what I had ordered. These were sent back but I am wondering how long it will take to sort out the refunds. At least my order did arrive within the slot. A very miserable surly delivery man. He literally dumped the bags inside my back door, never even asked if I would like them bringing in. Oh dear Waitrose you certainly didn't get it right. Back to Ocado............. An update......I emailed Waitrose to complain about the delivery experience. I am still waiting for their response. All I have had so far is an email asking me to let them know what food was damaged. At no time did I mention any food was damaged. What are they playing at.
In my first Waitrose Online order I received a fresh item containing prawns with a best before date of yesterday. Several other items were quite short-dated. In fairness, Waitrose were apologetic, said they would contact the store and refunded me when I contacted them about it, but it seems not much has changed since they were prosecuted for selling out-of-date food when our bricks and mortar store opened a few years ago. At these prices and with their supposed reputation for quality, I expected better. Sainsburys have never let us down and I'll be going back to using them.
I have to say that of all the online deliveries Waitrose is the worse. I ordered one for tonight Jan 18/01/14 for 2000 to 2200 and i am still waiting for it 2217 the driver just rang me to say he will be late and have i been contacted, No i have not , and do i want it in the morning instead, No because i don't trust them they will just leave it on the van all night and not bother to re pick . I vow that this is the last time i order from them as last time i had a delivery on Sunday Am. my order was missing Meat items because they said they don;t have much coming in on a Sunday morning , what an excuse , also i was supposed to have a free Sunday paper which also did not arrive as they did not have any, really on a Sunday Morn.When i rang customer services they were very rude and unhelpful ,, so to sum it up don't bother really don't its not worth it go to Tesco they are much better even if you do pay delivery you get what you pay for. Update shopping still not here 2300 sat 18/01/14. Update 2315 just received order but substitution's not acceptable ie asked for packet 12 quavers special offer not available gave me packet of 6 for full price not acceptable .why did they not give me two packets very simple you would think but no. Was unable to check price at time of delivery as driver was very tired , felt quite sorry for him not his fault. No cauliflower ....??? No actimel fruit flavours any sort.just plain so gave it back. Now will have to go shopping tomorrow to buy a cauliflower. Update rang Customer Services today 19/01/14 spoke to Ashley very Helpful is sending me a Voucher £10, but really this is the least they can do i will still never use online shopping with them again unless someone can convince me they have vastly improved , THE END.
I have to say that I love Waitrose food. Even though it is MUCH more expensive than all the other stores, it is good & I use my local store fairly often. I was enticed, I confess, by the free champagne offer this month and also I am not able to walk much at the moment due to an injury so delivery seemed like a good option. The first delivery was fine with just a small issue with a substitution. Mind you, I am still waiting for the refund a week later after chasing it twice! The second delivery was this week. AWFUL. So many substitutions (that were nothing like the order) that well over a THIRD of my shopping was wrong & had to go back. Another whole section of goods was missing. Several promotion deductions were not included in my bill as advertised. When I telephoned, the young man was very obviously not bothered & couldn't wait to get off the telephone with a very curt goodbye - no sorry for your bad service etc. I now have to haul myself to the shops because so much of my shopping is missing & Waitrose are holding on to my money with no refunds anywhere in sight...... I have used all the other major stores for delivery in the past & never had such a miserable service in my life! They have now sent me TWO offers of £10 off my next delivery and I can assure you, I will NOT be using them!
I've had dreadful experiences with Tesco and Asda for grocery delivery over past couple of years. Now looking for an alternative so in January 2014 I gave Waitrose.com a second try. Was pleasantly surprised. I'd first tried them about a year ago - website was dreadful, slow and hard to navigate and prices didn't seem that great. So bailed out. But saw the deal for a £50 shop - free delivery - and a free bottle of bubbly - so gave them a try. Was pleasantly surprised. They delivered on time (OK it IS a 2 hour slot whereas we are used to a one hour slot) but it is FREE (if you spend £50 - and lets face it - it ISN'T hard to spend £50 on groceries these days (even though we would prefer to spend less!!!!)- got a half decent bottle of champagne - delivery lady was brilliant - so pleasant and friendly - and no missing items. They also delivered some money off vouchers for subsequent shops - second delivery was as good as the first. I can't say at this stage that I will stay with them long term (if I am being honest at this stage - they will have to tempt me to stay). But I would recommend giving them a go if you are spending £50 in January 2014 - get a bottle of champagne and free delivery - and see what you think. Waitrose is clearly trying hard to raise their profile - so worth giving hem a chance. I will return here after a few more deliveries to give an update!
Awful. Have used Ocado on a number of occasions and they have been great (delivery bang on time and within a more secific time slot, pofessional, helpful, great range of products and sensible substituions) Was tempted to use Waitrose by the offer of free champagne. Our delivery slot was 6-8. At 7.45 someone delivered one carrier bag of groceries (bottled water, some onions and mushrooms and a newspaper) saying that someone else was bringing the rest -the chilled products- basically all the food in the order- and would be along at 8. We waited...and waited..... by 9 we had to go out to get food for dinner having given up on the delivery. We called the customer service number (waited on hold for 20 mins) and were told that they couldn't really do anything as the deliveries were organised by the stor, but promised to get in touch with the store and tell them to call us as an 'urgent concern'. We waited (again!) and still no delivery or phone call. At 10 we called customer services again only to be told that the store wouldn;t be poning as they close at 9. Why they couldn't tell me that when I phoned the first time?! I now have to wait until sometime tomorrow ('maybe 9 or 10') for a phonecall to rearrange delivery. Spent a whole evening chasing this up and still not resolved- what a waste of time!
Tempted with £25 off voucher to try Waitrose. They were 45 minutes late, no phone call to warn about this - in fact driver didn't even realise he was late! Ocado send text messages to confirm delivery is on its way - even saying which van it will be. Sometimes they phone to ask very politely if we would mind if they come early! There were substitutions - stock comes from the local Waitrose store whereas Ocado presumably has a much larger 'dark store' from which we have never had substitutions. Back to Ocado for us!
Shopping was supposed to be delivered but wasn't twice,I phone customer services and the Hexham branch 3 times and I still have not had a refund,neither did they take any notice of any of the information I gave them. I have phoned customer services twice also for a refund and 4 weeks later I still have not had it. I do a large shop at Waitrose every week but I won't be using home delivery again.