Waitrose reviews

Waitrose reviews

Low
3.4
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
339 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

ran into my house with their van!

waitrose online delivery from hitchin ran into my house with their van, and 5 weeks later I still have two holes in my wall. Trying to get any action is like pulling teeth and they remove posts to their facebook page even though they are completely civil. Guess its hard to rate them even one star!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Waste of time

Decided to try Waitrose's online delivery service. Had booked a one hour slot first thing in the morning. It didn't turn up. Nobody got in touch to say that it would be delayed. A call to the customer services team at 8:15 am wasn't much help. They didn't know where the driver was and so didn't know when the delivery would arrive. I had to leave for work so they promised that someone would be in touch to rearrange same day delivery.

I received no call. I chased again and found that actually they couldn't deliver and that they'd be offering me a refund. No alternative delivery times were offered - just a voucher for my next shop, which seemed a bit of a joke given all I wanted was my shopping to arrive on time and without any fuss.

What a shambolic waste of time Waitrose.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Never again!

Our experience is exactly the same as some others posted below - placed first order after seeing the free champagne offer in January and when it was delivered a number of items were missing including the champagne. I was told that the local store would be in touch to arrange delivery and nothing!!! A follow up email to customer services as also been ignored. Very poor indeed!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Legend or myth?

Are tales of Waitrose/John Lewis service legendary or more merely mythical? Friends of friends apparently had wonderful experiences. Not me. Just about to tuck into a fresh fruit salad bought at Waitrose, Salisbury, I realised I was not the only one, that there was a weevil already happily dining. Not a nice sight when you're about to spoon a handful of raspberries into your mouth. After complaining to Waitrose they eventually presented me with a £10 voucher accompanied by a brief and xeroxed apology. Now, bearing in mind the raspberries cost me something like £3, and the thousands I've spent in Waitroses over the years, I can only describe this as ultra-shabby. A more personalised letter on its own, a somewhat less insulting sum, either would've sufficed, but this?
Waitrose would do well to remember that a happy customer tells a few friends of his/her experience, an unhappy one tells just about everyone he/she meets.
And so I am.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Delivery Disaster - 5 weeks of delivery hell. Hours late - how about a 4 hour delivery slot!

Every week it got a bit worse! few minutes late to the grand finale of 2 hours late! Waitrose Grocery Deliveries - Goldsworth Park Woking. What an absolute shambles. Customer service really are not interested. Complete the survey and no one contacts you! Cancelled the last order and 12 days later waiting for a refund! Full of empty promises that the next week will be better, couldn't give a monkeys and I always thought customer service was a crucial part of the John Lewis/Waitrose brand, not anymore! So thats the end of waitrose online grocery shopping for me! I will never get the wasted hours waiting for shopping or a return call from customer service again. I really have to consider whether I will even shop at John Lewis now. Same company, same customer service. Good luck to anyone ordering groceries from Waitrose!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

On-line ordering is a fiasco

Whoever designed the website & supporting systems should be fired. It is almost impossible to know whether you have been charged the correct prices. Sometimes discounts are shown next to the product, sometimes they are listed at the end with little clue as to which product they apply and sometimes they don't appear at all. On top of this the format of the confirmation email and the delivery note are different so cross checking is very difficult. Our second delivery, which will be our last, cost 41p more than the total on the original order and, despite an hour or so with a calculator, I have no idea why. I also agree with other comments here about short sell by dates and substitutions. Apparently if a more expensive product is supplied, you are only charged the price of your original item but this is very difficult to verify
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Could be so much better

I love Waitrose, but not the site and service....Please, Please improve things so I may continue to enjoy your items and order online.


Thank you
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Very disappointing

Ordered online and a number of items were missing (inc the free champagne promised)! E-mailed customer service and they arranged a refund for the missing things. They told me the branch would be in touch to arrange re-delivery of the champagne but the Aylesbury branch have not felt it necessary to contact me. E-mailed customer services three days ago to advise of this and voice my disappointment but they haven't yet responded. Not what I would expect from Waitrose at all. Mistakes happen but it's how organisations deal with those mistakes that matters and the Aylesbury branch haven't lived up to the high service usually to be expected from Waitrose. So disappointing as was really looking forward to them coming to the town!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Triumph of style over substance!

The delivery drivers in our area, Malvern, are smartly turned out, polite and helpful. But when you've said that you've said it all!
I've also tried on-line shopping with Tesco and Ocado and both knock spots off Waitrose, offering one-hour delivery slots as against Waitrose's 2-hour windows, which even then they don't always keep to. Yes, they do 'phone to tell you if they are behind schedule, however that doesn't make up for having to wait in for ages until they eventually arrive. Our local Waitrose is only ten minutes' drive away, so how come they cannot match their competitors' timeliness?
In contrast, Ocado sends emails advising the delivery is on its way, whether there are any substitutions (rare), even giving the driver's name.
Then there's the question of missing items and substitutions. As many others say in their opinions, deliveries are frequently short. There really is no excuse for not checking that a customer's order is complete, whilst charging for the omissions.
What really puts me off is the number of substitutions and the way these are made. Nearly every delivery I have had contained substitutions, in several instances more than one. Frequently the substitution was of a more expensive (by weight or volume) alternative. Recent examples include such everyday items as butter, cheddar cheese, frozen food bags and tonic water. Why Waitrose don't have better stock control, so you don't try to buy something that's unavailable, I cannot think.
Tesco and Ocado fare much better in this area, both offering a wider choice, plus helpful customer reviews. Some lines, such as Waitrose prawns and their cheaper coffee beans, are downright horrid: not at all the quality we've come to expect.
I took up Waitrose's bottle of champagne offer and am working my way through their escalating money-off vouchers, but once I've done so I shall be returning to Ocado, especially when they start offering Morrisons' lines too, as I understand is soon to happen.
Sorry, Waitrose, but you really have lost the plot (and a customer)!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

MY WAITROSE CUSTOMER SUPPORT

FOR SOME REASON I NEVER RECEIVED MY VOUCHERS FOR ALL THAT FOOD SHOPPING IN DECEMBER. AFTER PLACING AN EMAIL TO WAITROSE THEY HAVE RESPONDED FROM CUSTOMER SERVICES INFORMING ME THE VOUCHERS WILL BE ISSUED IN THE POST IN 3-5 DAYS.
THANK YOU MARCUS SMITH FROM CUSTOMER SERVICES :)
I LOVE WAITROSE.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Oh dear! Shameful

Due to ill health I cannot currently visit my local store.
I made four online orders and I am still waiting for refunds from each order for items not delivered or for substitutions!
I clearly marked do NOT substitute with ....... And yet three of the orders did exactly that!
Additionally I was charged for items that were out of stock! There was no offer of a substitution, I did not say no or send the alternative back, they didn't send anything and yet I was charged and I am still chasing the refund as the driver has not 'notified' them as yet!!!!

I received items with 24 hr shelf life, milk that was off, and the birthday order for my mom had no flowers and no substitutions!

14 days later I need to pay my credit card and yet I am owed £40 of refunds! I have called several times to be informed that refunds take 5-7 days, so why 14 days late am I still waiting?

The drivers are lovely but the rest of the service fails completely! I am so fed up chasing that I for one will rethink visiting any waitrose or john lewis store again !!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Absolute rubbish. Much worse than Tesco, which is grim...

My delivery was late and we received no warning. 40 mins after the delivery slot ended, and with an important meeting to get to, I had no idea if they were even coming.
While we were waiting we called customer servs at the Barry store which our shopping was dispatched from, of course they don't use local numbers so it costs a bomb. They just said "I've no idea" whatever I asked them. Got the distinct impression I was the bad guy and they really didn't care at all.
Emailed customer servs, 2 days later they said sorry, have a £10 voucher for your "next shop". EVERY customer gets discounts anyway off their 2nd, 3rd shops etc under a current promotion, and you can only claim one discount per delivery, so I have to shop with them (at least) another 4 times if I want my compensation. I queried this with them and they confirmed that was the case and said I had to call them (at further expense to myself) if I wanted to discuss it further. I replied saying that wasn't acceptable, and they have just ignored me.
Needless to say I'm not going through the above another 4 times just to get my tenner back, and all they have effectively done is palm me off.
Considering good service is the ONLY reason I ever use waitrose, it's safe to say that I will not be ordering from them again.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

They don't seem to care less

So excited to book my first Waitrose delivery. Meant to arrive between 5 and 6 tonight. After 3 calls where I was promised a call back + received no call or text - the order finally arrived an hour late. The guy stood on the doorstep and handed me about 6 bags, then waited for me to come back for more. I thought they were meant to bring them in for you. He then asked me to sign. No apology, no voucher for late delivery, no mention of any substitutions. So I asked him if there were any substitutions and of course there were. I bring the items into the kitchen and check the sell-by dates - all in the next 2 days…great! Then I find 6 items, of course all the large items like loo roll and fabric conditioner are missing. I'm sure they're still on the van with the dopey driver who didn't have a phone with him to let anyone know he was late. Actually he left 40 minutes late from the shop so was never going to be on time. Would I use again…absolutely not, what a waste of time, I still have to go to the shops tomorrow. Will now try Ocado!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Items missing in every order

items missing in every order (8 so far
no returned call
no bra]ch contact (promised twice
no voucher as promised
incorrectly applied discount
total ignorance of previous issues

Lamentabley poor. Im so disappointed with them. I never would have believed they could be this disorganised
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Website is an absolute shambles

So far I've placed 2 orders online and it's taken hours with an unstructured site and constant issues with access and passwords.
When the delivery did arrive, on time, the majority of fresh vegetables were unavailable. Staff are all helpful and friendly but it's quicker for me to physically go to the shop and queue up than it is to endure the torture of the website.
I can never fathom out how the discounts work whereas Sainsburys and Tesco make this very clear.
Food quality is always good but if I can get better service via Ocado I will try this next.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Waitrose own organic curry powder - a very poor product

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

I feel I have been ripped off shoping at Waitrose

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Use Ocado

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.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't bother with Waitrose online service

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.

So in my opinion " DON'T DO IT"
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Ocado is so much better

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.

Is Waitrose your company?

Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.

Claim this company Learn more

Is this your company?

Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, it's absolutely free to respond to reviews. Learn more

Claim this company

Waitrose Details

About this company

Buy quality groceries & wine from Waitrose. Free delivery on every online order. Over 5000 recipes & local branch information.

Visit Waitrose

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.