Waitrose reviews

Waitrose reviews

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thought they might improve, no luck

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.
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Disgraceful!!!

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!
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Rubbish company very poor customer service

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...........................
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First and last

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.
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Tried to poison us with out-of-date food

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.
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What a load of Rubbish

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.
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Total Failure

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!
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Vastly improved - give them a try

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!
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Dreadful! Whatever offers are promised to entice you, don't bother- they will not make up for the time, stres and inconvenience

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!
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Not impressed - going back to Ocado

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!
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Late deliveries and 4 weeks later I still haven't had a refund!I have phone them 6 times so far- I will not use them again!

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.
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JLP should be ashamed of themselves - the worst of all online supermarkets

Do not touch with a barge-pole. The worst of all the online supermarkets & their customer service team couldn't give a toss. Shameful considering how Waitrose position themselves in the marketplace.

Had 6 deliveries over two months, every single order had missing paid for items, products damaged or rotten, subs outside of the offers so end up costing a lot more & plain stupid substitutions.

Quite simply not worth the hassle. Avoid at all costs.
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Never Delivered Within Specified Time Slot

I usually shop in-store but thought I'd try their online service while I was heavily pregnant and couldn't get to the shops. I ordered from them 4 times and every single time the delivery arrived outside of my chosen slot - by about an hour each time. Their customer services didn't seem too concerned about it, and I never got an apology from the driver on any of the 4 occasions. After calling on 2 occasions I realised there is actually no point in calling because by the time they have managed to get in touch with the delivery driver, found out their location and called me back to let me know, the delivery had arrived. Thought online shopping would save me a lot of hassle, but after those experiences, I think it would have been less hassle for me to just go to the shops, even at 37 weeks pregnant!
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Terrible, stay clear

Ordered for the first time a few months ago from my local store (torquay), and the driver forgot to bring up half of my shopping to the door, and just drove off! Needless to say that a few items were badly damaged and dates were terrible...So I rang up my local store and one of the girls were extremely rude, I ordered to speak to the store manager and he ordered the forgot shopping back to my house and also gave me a full refund.

So a few months later (last week) I decided to give them another try, the delivery came yesterday and once again 7 items were severely damaged, including cracked eggs and squashed pastries. The mere fact that they also give you reduced items is rediculous as well, dates were also terrible and required me to eat everything within 2-3 days LOL! So i rang customer service, the man was very helpful, and refunded me half my shop.

This shouldn't be happening, regardless of the refunds given, they are ruining their brilliant reputation they have instore. I normally cannot afford to shop here and usually shop at Asda or Sburys, but I like to try Waitrose food now and again so I'm willing to spend the money. Each of the times I have changed to ordering from Waitrose, it's been a dreadful experience. So stay clear, the previous reviews don't lie as well.
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Thought it was just me until I read the Daily Mail

I regularly shop in the food & home store in Rushden, the reason being I find it overall a good experience compared to other supermarkets. I used to quite often use the café which served nice coffee with a complimentary biscuit and added to the whole shopping experience. Then came along the free coffee with a "My Waitrose Card" and I can't believe how much the café has changed. They changed the coffee machine and the coffee is no where near as good, you don't get your biscuit, the staff are always stressed, the tables are frequently dirty, the queues massive and I no longer bother......as for wandering around the store with hot coffee.....No Thanks!
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delivary service poor.....wont be using again for next christmas

missing items
defrosted food
very late delivery
sub items returned not refunded (will have to wait for my statement in a week to see what they have done as complained at least 3 times to CS)

Not as good as I thought some of food really good quality some of Heston stuff very overpriced for what it was. Really really wanted to make a CHRISTMAS STAPLE I.E LUXTURY PURCHASE will use Asda and Morrison's next year and just use there signature items at least ill get my items on time frozen and not have to complain constantly through Christmas.

I hate to say it but lesson learnt they wont be getting any money off our family next year will eBay my john Lewis vouchers I get from partnership credit card.
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worst online service of all of the supermarkets.

Consistently receive food with a use by date of the day of delivery. Just received my Christmas order today and the two lobsters I'd ordered for Xmas Eve (tmw) have to be eaten today! Not even a 24hr shelf life. Just spoke to a supervisor there who seemed to think that was reasonable. Never again.
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Big Christmas Give away

Just called into Waitrose to get some shopping, and as a valued My Waitrose customer I had a voucher for a free chocolate father Christmas . Silly me the one a picked up was not the offer one , that was far to big , the offer one was about the size of my little finger . After the hassle of putting the original back to exchange for the correct size one , yes you guessed it they did not have any. Good old Waitrose what a bunch of cheap skates
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Substitution?

Order apples, get pears. All the time. Why advertise something for sale you can't deliver on and instead substitute? If I'd wanted that item I would have ordered it. Had enough when I ordered baby milk for my new born and on this in occasion they didn't substitute anything at all - luckily I had some milk left in the house.
Won't be going back.
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Disappointed!

I visited a Waitrose supermarket in Maidenhead on my way to work and bought a tub of Rachel's Organic Limited edition apple & cinnamon bio-live Yogurt. I opened the sealed yogurt and found a long curly hair in it. I took to Twitter to tell Waitrose and their response was: "Hi xxx, sorry to hear this. If you take the yogurt, hair and receipt back to the branch they'll be happy to help."

In the first place it's very disappointing for this to happen at any supermarket let alone Waitrose.They need tighter quality control over their suppliers, I definitely won't be buying their hairy yogurts!

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Waitrose Details

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

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