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!
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.
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!
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.
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.
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
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.
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!
I had an order that should have been delivered on Sunday, Shortly before it was due to arrive I got a phone call informing me that they could not deliver due to technical difficulties at the local store. They offered a delivery on Monday instead which I agreed to. On Monday afternoon I received an email stating that my order had been cancelled again due to technical problems, In the phone call and email I was told I would receive vouchers for the inconvenience, nearly two weeks later I am still waiting for the voucher,
Waitrose delivery is unreliable at best and at worst does not even arrive on the day !! Twice now in 4 weeks i have booked a delivery slot , not received any communication , have not received my delivery only to find when i log on that my money has been taken and my Account is showing that my delivery was made , after phoning the branch i am told that hopefully my goods will be delivered in the morning ? . The other 2 times it arrived an hour outside the 2 hour delivery slot , who would have thought South London was so treacherous ? At no time did they make any attempt to phone , text or email with an explanation .Only when i called them was i told "computer malfunction" , if you want Waitrose food delivered on the correct day and time the use Ocado , because Waitrose.con is terrible and is damaging the brand name.
I ordered a home delivery for the first time last Thursday for a delivery on Saturday. When the order arrived there were 9 substitutions, one of which I had ordered Trout & was delivered salmon. The main part of my dinner party ingredients were missing.
I telephoned customer service and spoke to a very unhelpful and frustrating customer service person. Who advised we cannot guarantee you get what you order as we do not reserve anything and can only pick whats on the shelves on the day of delivery...Preposterous!
later I spoke to manager and as a result , after 45 mins on the phone , 3 hours at the shops and a further 30mins on the phone today I am still waiting for a refund and a £20 good will gesture off my bill.
Having checked my bank account , the total amount for my shopping was 67.50 and Waitrose withdrew 72.70 from my account, they said for the Salmon I didnt order.
My husband and I arrived just before 10:30 at North Walsham branch, having decided to have a coffee and something to eat in the cafeteria before doing our shopping. I bought two coffees and a pastry, and ordered scrambled egg on toast. I waited, waited and waited. I was the ONLY person in the cafeteria with a number indicator for cooked food on the table, so there was no backlog. I kept looking at my watch and at the girl behind the counter. She could see I was waiting an unacceptable length of time, but did nothing. Eventually, after over 15 minutes, the scrambled egg was put in front of me, without a word of apology for the wait. By this time I had long finished my coffee, which was obvious, but nothing was said at all. The scrambled egg was disgusting! It was so pale I initially thought it was just egg white. Then I ate some. It was dry and tasteless. I left it, it was so inedible. My husband tasted it and agreed it was awful. The only thing worth eating on the plate was the tomatoes. So £3.95 totally wasted.
We then did our shopping. When we wheeled our trolley to the checkout, there were only 3 tills open, and one of them had a “till closing” sign to stop anyone using it. So only two checkouts were operating, the queues were getting longer and longer, and customers were complaining. I looked at my watch, it was 11:45. I deliberately made very loud comments of complaint, and eventually a passing member of staff heard and got someone to open another till. However, this was the one that had the “till closing” sign stopping customers using it. When the sign was taken away, I immediately moved from my position as next in the queue for the till at the next checkout, when a woman appeared from nowhere with a trolley and pushed in front of me. This was clearly seen by the checkout operator, but he did nothing. He just allowed her to put her items on the conveyor without saying anything about her rudeness, such as “there are other customers before you madam.” By the time my husband and I got through the checkout, it was 11:58. After I got home, I phoned the 0800 number to complain. After hanging on for SEVEN MINUTES, being told continually that I was fourth in the queue, I gave up and rang the store. I was most unimpressed with the duty manager I dealt with, and the following day I EMailed a letter of complaint to customer services.
From them to now (4 days later), I have had no response other than to say they will be doing nothing about my complaint until next week, and only then after I telephoned to ask what was going on.
Waitrose are clearly going the way of other supermarkets, and are not the customer focussed company they profess to be.
Despite numerous emails and promises that my card would be 'fast tracked' I still have not received a Waitrose card. Not sure why it takes so long to produce a card i.e. nearly 4 months? I have asked but they don't answer, merely say it is being fast tracked to me. This has happened at least 4 times so am giving up. I like the shop, although expensive and usually very full at the check out but was hoping to be able to get my free cup of coffee with my card on my way to work each day...am wondering if they have 'overplayed their hand' on that one which is why they are taking so long to send out cards.
Ordered online and delivered today. 50% of the items ordered were unavailable. The cost was 20% of the full order..making the whole point of the delivery a farce. I now have to travel/order from one of Waitrose's many competitors to get a more reliable service. Won't use again.
ive been shopping at waitrose for 15 years (bromley south and beckenham branches) and recently noticed that they seem to be slacking these days. staff politeness hit and miss, dirty toilets, empty shelves, aisles blocked with shelf stackers and personal shoppers. always discontinuing popular products, and very slow to get new products in stock. regular long waits at the understaffed customer services desk to use 'quick-check'. sometimes quicker to just queue. so today was the last straw. just had an altercation with the guy on the car park gate at the bromley south branch. week in and week out in spend £200+. he absolutely knows my face. so today i could not locate my car park ticket. showed him my receipt for nearly £90 - stoney-faced he announced that 'it doesnt matter how much you spend, you need a ticket'. really?? i offered to pay but he wasnt so sure of himself that he would take my money. so, stuff this. sick and tired of being over charged for such 'service'. i am off to your competitors
First of all I very much rate Waitrose and the generally superior products it sells. I have a particular issue to comment on which I have found in each of the Waitrose I have used; especially the one in Canary Wharf.
It is this - I always feel that the meat and fishmongers exude unfriendly and almost subtly surly attitudes. They are less than 'attentive' and take their good sweet time completion their conversations or some incidental task before turning their blank- faced mechanical attention to the customer. So often I turn up to find a turned back or more often simply a silent automaton wiping a bit of counter or otherwise engaged in something which forces one to wait politely. And it is only after a clumsy wait that you get 'served'. It leaves me feeling always as if I've just inconvenienced them.
I just never get that as consistently anywhere else and I've left it for years without giving voice to it. However had to get it out of my system!
The next step is to approach the store management and see if they have had other similar observations.
Shopped at Waitrose and found the food very expensive and the quality just okay. Had a bout of vomiting after eating 2 of their yoghurts but had no real proof that the yoghurt was off so I tried an online order.
On Saturday September 21st they delivered items due to expire on September 22nd. The potatoes and carrots had to be used by September 23rd. The "offer" worked out double the advertised price. The bread was stale.
When I complained the response I got was " some items have a short shelf life" which means that they gave me the stuff they would have had to bin by Monday. I got an online order because I was busy on Saturday and was short of time, now I'm short of money too because of the food wasted.
I think everyone knows that Waitrose is best :-) Glad to see Delia back too! Without resorting to insults (as I see some have done) it might be that there online service is not really up to scratch! Missing items and a less than happy experience with the response, yes I am afraid so. Was it on the rude side....ummm yes a bit. I find that if you talk to people with respect then you can easily get what you want without creating discord. That is what happened to me :-) So all's well that ends well? maybe.I am not entirely happy with the experience still. I hope that Waitrose sort out these problems with waitrose.com Will continue to shop there as I love the quality.
If you love your food / wine and live outside of Central London then to my mind there is nowhere that stocks such an impressive range of quality ingredients and produce as Waitrose. I regularly cook a wide variety of delicious home cooked meals using products from the essentials range which represents stunning value and you don't have to look to hard to find a drinkable bottle of wine under the £7 mark. I just wish that the freshly baked breads did not sell out so early at my local store which forces me to visit M & S on the way back from work , where the bread is not as authentic but at least they have it on the shelf after 7pm.
I'm generally a big fan of online grocery shopping and have used Ocado for years. It's always been easy to pick my shopping, checkout and then the delivery has been flawless - they arrive on time with everything that I've ordered or with well considered, and optional, replacement items. Given that Ocado have split from Waitrose, and I shop in Waitrose, I thought I'd give Waitrose.com a go and see how it works.
Well, in short, it's absolutely terrible. In every way from start to finish.
The website is awful. It's slow and difficult to navigate. The search is poor and the way that offers and products are presented is shockingly bad. It was a really object lesson in perseverance to get the order entered and placed.
The delivery windows are nonsense. You have to select a 2 hour window and can only pick a delivery time 2 days in the future. How on earth does that make it convenient? It doesn't, that's how!
The driver was impatient and obviously just wanted to drop off the groceries and disappear as quickly as possible. There were items we hadn't ordered and things missing and he simply said, "it's all fine, just call customer services". It's not fine, we already knew at that stage there were problems but he genuinely didn't care at all.
Then, the final straw, is dealing with customer services. Wow, they've perfected the ability to disregard and mistreat the customer. They've ignored a series of emails, lied to me and misled me on the actions they were taking. First it was going to be a refund of the missing items. Well that didn't happen at the first time of asking, or the second time, or the third time... I escalated this to the CEOs office out of sheer frustration dealing with the idiots in the Cobham branch. They personally oversaw the refund and even then it didn't happen. Finally they said they'd refund the full value of my order. Oh, but that didn't happen and there was no refund. Then, at last, they refunded for the missing items. Incompetence. Lies. Deception. Inaction. Avoidance. Name a negative behaviour around customer service and they'll give you a few examples.
Please, please, please, do not use Waitrose.com. They really don't deserve the business. If, god forbid, you have a problem then really don't even dare to think it will be sorted out. Best bet is just not to go anywhere near them.
Use Ocado. Use Tesco. Use Sainsbury's. Honestly pick any other supermarket and you'll be doing yourself a favour.