Waitrose Reviews 307

Ordered two expensive bottles of wine. 7 days later nothing. We cancelled order. Got a refund 7 days later. whole experience 14 days. Same thing happened last year . Waitrose cellar gave us a £25 voucher to say sorry for the bad service. We never spent the voucher.
All we want, is to receive are goods which we paid for.
WHAT IS GOING ON WITH YOU GUYS?

Why do I need to give a mobile to place an order!!!!! I don't have a signal here and so no mobile. Open your webbpage to all and treat us all with respect and fairness. And your delivery charge is still all over the place. It wants to charge me £8.95 even though my order is over £150. And now the page keeps timing out without placing the order! Bring back paypal!

I have been communicating with the customer care team for 2 months & we still haven't come to a satisfying solution. I have returned the very expensive order I received by mistake in March & I have never been thanked, I could easily have kept the item & never informed them. I have only received half my order because unfortunately the second item is out of stock. This item cost me £15 - I have only been given a refund of £5 & today shockingly, a gift voucher for £10!! I have also been given a very low compensation amount of £20 for my troubles, which if you deduct the delivery, is only actually £14.05. Every single email has been difficult & I have continually felt like I am not being listed to. It has been long winded & unnecessary, I wish I never contacted them in the first place but thought they should know a data breach had happened, as the intended customers details were on the delivery note. My request was to receive my original order & a full refund of £34.45, which I do not think is unreasonable.

I’ve got to say that I read the reviews after a delivery today and was surprised that people don’t rate Waitrose as well as I thought they would. On time, a lovely chap who welcomed me to Waitrose and dates were great. Best delivery I’ve ever had. Credit where it’s due, I will definitely order again.

I bought 6 bottles of Jim Barry Benbournie. Advertised as 2015. But 2021 delivered. They do say they may deliver a later vintage but the later vintage retails at 25% less than the 2015 and will not be ready for drinking for at lest 6 years This is completely unacceptable and this is the last time I will ever use them. Waitrose should be ashamed of themselves

Appalling experience as a customer. Three days after placing an order, I have no information on when it will be delivered and by which courier. Raised it to their customer service, who keep promising updates but never call/email back. Finally, had enough and cancelled my order. Will never order from them again.

Disgraceful for the price! I have a small baby on hands and today I got a call from the driver saying that he cannot deliver the food today as they ran out of drivers… ok premium grocery store… he offered to choose any time tomorrow, I picked the same slot as my husband can help with the baby while I unpack the groceries. His reply “sorry tomorrow I can deliver only in the morning” so basically he lied about delivering any time tomorrow. I honesty cannot dance around their driver and depend on his good grace to show up with a child. Will cancel and book Tesco

Why do Waitrose use DHL, who say they attempted to deliver, when they actually didn't. Then you are forced to arrange a new date, and they don't deliver on that date. This time, they don't even bother letting you know! Appalling service. We spent £500 on wine for a party, to firstly be missing two bottles. Then have to call 4 times to Waitrose to arrange delivery and then DHL are also useless. Very poor from a business (Waitrose, not DHL) that prides themselves on customer service.

The behind the scenes logistics of Waitrose cellar is a coq up of calamitous proportions.
Think multiple emails, conflicting information, deliveries arriving early/late or not at all, postponements, half your delivery arriving the wrong time, the other half missing, payment system not working, taking multiple attempts, sometimes over days!!!
Incredibly frustrating!!!!!

DHL are hopeless, why are Waitrose using them? 0 communication still no delivery 4 days late. Order cancelled £250 I will spend elsewhere.

Very dishonest. Unbelievably waitrosecellar stole my money. I am shocked at their underhand practice.
Please contact me to return my payment.

I placed a Waitrose cellar order almost a week ago for click and collect on Sat 14th March. They are still promoting their offers but have not responded to my email asking where is my order?tej staff in store said others had this problem and no one knows where our orders are and are not sorting out the problem. I have paid and have no goods- disgraceful from Waitrose Celkar

Used Topcashback - was due £125 cashback, having spent over £800. After several months Cellar by Waitrose declined the cashback offer. Lost a valued customer!!!!

2 of my 4 vouchers were useless.
1. Cox’s apples are now out of season and have been for atleast two weeks in my local store.
2. 4 Easter fruity hot cross buns are not stocked in our store. Staff member confirmed same!!!

What on Earth is going on with Waitrose delivery’s? My shopping is 1 hour late! I paid £4 for delivery and customer service is offering me £4 for delivery back and £4 good will gesture. The lateness is the worst at the weekends.

I have had an online account with Waitrose CELLAR for several years. I am now unable to login or check back on previous orders and instead guided to ‘guest checkout’. When I asked why I received a fluffy explanation saying don’t worry, you can still order wine from us and will be able to set up a new online account shortly?!
One can only assume they have lost all my online information, but I for one will not be using them again.

Went into Waitrose (Jesmond) North East and d
id my shopping and checked out. On getting back to my car, I noticed I had dropped my daughter's business card which was in the same pocket as my shopping lists. She had given it me to put in my purse during a previous shopping trip. I used my own card to pay for the shopping at Wairose.
When I got back instore, I spoke to a female attended who communicated with the security guy. The security asked the name on the card and I told him correct details. The female attended referred the issue to a senior female staff who attested they were not convinced despite showing my daughter's driver's licence which she had sent to my phone as verification. When I asked what legal provisions she was using to make the decision, she told me I was being rude and would withhold my daughter's card for that reason.

It took more than 15 minutes for the senior female attendant to come on the scene. After nearly 10 minutes of arguments she told me she needed to speak to the manager before making a final decision.

It took more than 30 minutes for the manager to then come and not be able to specify legal provisions he was using to justify his decision to withhold my daughter's card.

I am mindful of Witrose's respect of people's privacy and financial security. But taking nearly an hour to make a simple decision does not reflect good customer care. The staff did not give me specifics regarding the validity of the refusal to hand back my card. Even though they were acting in my daughter's favour, all I needed was a clear instruction about a specific policy that validated their decision making process.
My daughter went instore to get her card and likewise waited nearly 15 minutes before the card was finally released after being patronised by the security who requested to see her identification despite the card being in the custody of the store manager.

If I could give zero stars, I would. They used to be so good, and I’ve used them a lot in the past. Never again. I have no idea what’s gone with them, but they’re totally useless now. My last order was cancelled by Waitrose without telling me (when I called I was told one of the wines ordered had gone out of stock - 2 bottles in a 24 bottle order and they’d get back to me to see if the rest of the order could be sent - no-one got back, they just refunded the order and I’d lost the offers that were in place when I ordered). I placed another order just before Christmas - again sale prices made it a good deal. DHL told me yesterday that they can’t deliver because Waitrose hasn’t passed them the full address. They attempted redelivery again today and still couldn’t find me (they told me that they’d used the incorrect delivery address again - they said they’d get back to me within 30 minutes to see if the right address could be passed to the driver, and 2 hours later I’ve heard nothing). I can’t collect it as Waitrose doesn’t allow it. As DHL has tried twice, no doubt the order will be returned and I’ve lost the sales discounts yet again. I’m at the never again stage now - it’s just not worth the hassle.

Milk cartons appear to be made out of thin flimsy recycled plastic. They always leak. We have now taken to putting them in the fridge in plastic bags but spilt milk goes everywhere

As others have said … if I could give them 0 stars I would. Ordered 6 bottles of wine as a gift for someone. First delivery failed at the depot. Second delivery was delivered and signed for and left on the door step except it wasn’t signed for and now it’s gone missing. Calling the customer ‘care’ line and the the lack of empathy demonstrated by the call handler was beyond staggering. I’m now wrapped up in internal bureaucracy while they ‘investigate.’ Meanwhile no gift and
£60 out of pocket. No wonder the chain is in decline. This is the third time I’ve ordered and the third time they’ve messed it up. Why did I go back to them?