Waitrose reviews

Waitrose reviews

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Putting the WAIT in online delivery...................

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.
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poor customer service & poor delivery service

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.

I will never use this useless service again
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Dreadful Service in Branch and at Customer Services

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.
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still waiting for Waitrose Card since July

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.
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Online Order is a Joke

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.
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rapidly going down hill

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
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Surly and unfriendly service in some areas

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.
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Overpriced and lousy online service

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.
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Stands for quality, needs attention

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.
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The is nowhere better...

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.
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Apalling from start to finish

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.
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shocking customer service

I don't normally bother with review sites. But have been a loyal customer for so many years so felt the need. On the grocery side of things I had two deliveries not turn up and then a threatening voicemail to log into my account which they had blocked. Finally an email tells me I have not paid for a delivery some 4 months earlier that was not received! No attempt to apologise to me.
On the wine delivery side of things sent a wrong case to my parents which was worth four times my order then told them to take it into a store urgently . it was supposed to be a surprise! Took them three weeks to collect it and no apolopy at all. Shocking all round. Customer services nil.
Disappointed now use marks and Spencer.
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Chicken bone in minced beef

I found a piece of what I assume to be chicken bone approx five cm in length in a pack of minced beef. To make matters worse it was as sharp as a needle. When I spoke to the store manager I was met with a studied indifference. Until this I had the highest regard for Waitrose, things have clearly changed for the worst.
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IMPOSSIBLE USE BY DATES! MISSING ITEMS!!!

I,ve had 3 ordersdelivered from Waitrose.com and not one of them has come remotely near satisfaction, Fresh goods are delivered with use by dates on the day of delivery meaning they expect you to consume several meals by midnight and if that isn,t pathetic enough around 50% of fresh goods haven,t been delivered at all. Drivers
never arrive during the designated delivery slot and never call to advise you

You are bombarded with silly promotions and money off offers which do not turn up with the delivery..

I assume that WAITROSE gave OCADO the boot because they thought they could make more money. They should have stuck with them as WAITROSE is clearly not capable of providing a satisfactory delivery service.

I guarantee dear reader that you will not be enamoured of this service and I think it's time that the management of this division held their hands up and looked for another job.
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Waitrose online delivery is ATROCIOUS

I'm your typical Waitrose shopper and was delighted to find I recently moved into an area where they deliver. Hurray!

Except it is not a hurray. Today was my 3rd delivery. What is it they say: "once bitten, twice shy, third time it's your own fault"!

Delivery 1: late by 1 hour, rude driver.
Delivery 2: broken this, broken that, rude driver.
Delivery 3: they did not deliver any chilled or frozen goods (more than half my delivery). Query 1: oh, ok, we'll get the driver and get him to come back. One hour later - query 2: we couldn't reach him... (me) And...? I wait for 10 minutes. It'll be there between 2.30/3. This isn't convenient, but I take a deep breath. I wait in. No show. Query 3: I don't know who deals with that, they'll call you back. They call me back but their phone can't reach a regular mobile. They email me. Good. Query 4: guy is unavailable. Get new guy. Wait 5 minutes. You won't believe this, but... can we reschedule... your stuff is not on the van.
In fairness to new guy, he listens to my rant. I sat in for 5 hours on a bank holiday Friday. I could have grown a chicken in how long it felt.

I like what John Lewis Partnership stands for. But Waitrose online... never gonna use you again.
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Waiting for a refund for over 2 months. Issue not resolved despite frequent contact with customer service

Waitrose online delivery - I am writing this review as I have been waiting for my refund for over 2 months. I have been waiting patiently up until now, however after speaking to the customer service centre for the 8th time, I am extremely unhappy with the way this situation has been handled and am unsure that this issue will be resolved in the near future. I have listed below, my recent communication with the customer service centre, after I was offered a refund for damaged produce (rotten vegetable) and a substituted item which was charged at a higher price.
1. 15 March 2013 - online grocery order delivered on time. Emailed Waitrose regarding the above and included a photo of the rotten vegetable
2. 17 March - Received an email from Waitrose confirming that a refund will be issued.
3. 28 March - spoke to Waitrose customer service to enquire about the status of the refund. Was informed that the issue will be looked at by the accounts/back of house department
4. Mid April - called Waitrose customer service to enquire about the refund. Was told that the issue has been brought to the attention of the back of house and that a note will be made that I enquired about it
5. 2 May - called Waitrose customer service to enquire about the refund again. A very helpful lady said she would look into the issue and would get back to me.
6. 2 May (same day) - received an email from the customer service lady who investigated the matter and confirmed that the money had not been issued into my account . The email noted the following "[we]... regret to inform you that the refund although showing as processed on our administrative system does not appear to have been sent to your account"
7. 3 May - received a phone call from Waitrose customer services asking for my card details so that the refund can be issued. I provided the details over the phone.
8. 5 May - received an email from Waitrose customer service requesting my card details. I called the customer service on the same day and provided my card details for the second time. I explained that someone else from Waitrose had already asked for my card details two days earlier, however the lady informed me that they did not have a record of this conversation taking place on their system.
9. 7 May - I received an email confirming that the refund had now been processed. However the amount noted in the email was INCORRECT and less that that noted in the initial email dated 17 March 2013. I called Waitrose customer service to clarify the situation. The lady I spoke to said she could see the error and would get someone to rectify it. No refund has yet been issued.
10. 14 May - called Waitrose customer service about the status of my refund. I am told by that it is being issued. I ask when it will be issued and I am told it will be issued soon
11. 19 May - received an email from Waitrose confirming that a refund is due however they would require my card details
11. 20 May - I call Waitrose customer service to provide my card details for the 3rd time. I explain that the refund has been due for over two months. The lady is very apologetic and says she will speak to the relevant department.
Since then I have had no communication from Waitrose, no refund for any amount has been issued, and no one seems to be able to fix the problem. This is highly unacceptable from a company who prides themselves on their customer service. Although some of the staff at the customer service centre have been helpful, this issue has still not been resolved. I am not sure if this is a problem with the head office, the branch or other departments, but I am sure Waitrose would find this completely unacceptable as well. Please look into this matter urgently.
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Best grocery store

I have been shopping in store in waitrose since 3 years. But whenever I go to store, I am looted by the prices and zero offers. I then thought of using their online shopping system and the option of free delivery for orders over £50.00 saved my life and guess what, I saved so much of money because of offers that once a month, I order grocery from here and save more than £15 each time. I love that mostly all products are delivered and there are rarely any substitutions. Their refund speed is also good. Overall, great experience.
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Disgraceful Customer Service

I did my weekend shopping on Friday 26th at 5pm . I bought a chicken for Sunday lunch. When Sunday came around the chicken was off - stinking. When I looked at the date code it was use by 26th. When I contacted the store I was told they frequently sell chickens in the main fridge (this was not the reduced area) that have to be used that day. So if you did your shopping at 8pm you have to use it before midnight. I pointed out that I don't think it is unreasonable to be able to purchase a chicken on Friday that is still fit for use on Sunday lunchtime. I was informed by the manager that it was up to me to check all the dates on every product that I buy in store to make sure they are suitable for me. He then asked me 'what do you want me to do about it?"
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Appalling customer service

I have had an appalling experience with online delivery from Waitrose. The worst thing is a complete lack of interest in apologising or rectifying a situation.

I have been a regular Waitrose customer and love their products. However when experiencing a new driver, twice he left half my groceries in the van before driving off. Complaints to the customer service line the first time led to a phone call and a reluctant return of the driver at an unspecified time over 4 hours later (which he was reluctant to do as he was busy) and the second time with the same driver who assured me he had double checked everything no phone call until over 2 hours later and then turning up 5 minutes after. No Waitrose acknowledgement or apology.

Then last time they did not even bother to turn up. Ridiculously I waited patiently beyond the designated time, sure they were just running late. But after 2.5 hours I rang the customer service line to be told they were on the way and they would contact the store to confirm. The store called 45 or so minutes later to say delivery was attempted in the time window, the door was not answered, they called my mobile number to inform me and left a message.

Pretty outraged at this point as I had been waiting in my lounge about a metre from the front door - facing the street you have to drive down to get to my house (which strangely no waitrose van had been down). More specifically they do not even have a mobile number for me. Such blatant lies were followed by the information they would be too busy to reattempt delivery and if I could wait in all the next day they would attempt delivery at some stage.

Appalling customer service with no real avenue for complaint. They obviously do not care what sort of treatment their customer receives. Will never use again.
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I wonder why more companies cant be like this?

I've had the occasional problem with Waitrose, but they always rectify them with minimal fuss. Their staff always seem to be over trained, which is a positive surprise. Great company, great products and their delivery service is also superb.

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Waitrose Details

About this company

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

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