Waitrose Reviews 307

Twice now Waitrose has delivered the wrong wine - not discovered until after the cartons were opened. Both times Waitrose refused to refund money or deliver correct wine until they can come pick up the wrong order. Which means cartons in the hallway for. The days it takes them to get around to rectifying their error. Abysmal service!

Really disapointed with Waitrose cellar. I sat down and chose over £240 of wines and when it came to delivery I chose standard and paid. It was then I discovered it could be over a week before delivery and by that time I will be abroad. I immediately telephoned (literally 5 minutes after placing the order) and was told I would have to cancel the order and start again and pay for a time slot. No problem except the lady at the other end said that I would have to wait at least an hour before ringing again as the order hadn't even been registered. I rang 2 hours later as instructed to be told in no uncertain terms that I couldn't cancel the order and it was too late. I explained that I might not be at home to take delivery but I was told thay would take it away and arrange another day. I am away for 5 weeks on business! Surely they could cancel the order after a 5 minute delay?
Will have to go back to Sainsburys and order from them in future. Much more user friendly and helpful

Placed an order online - 2 products in total, opted for named day delivery (at a premium price). The delivery was managed by DHL.

1 item was delivered as expected - the other was not included with the delivery, despite being listed on the delivery note for that named day delivery.

I contacted Waitrose to ask about the missing item.
I was offered a refund of the amount for that item which wasn't delivered.

When I asked if they could not just deliver the item, the chap told me that it would be hard as that would be another lorry on the road and harmful to the environment.... Essentially I was left feeling guilt tripped for expecting a level of service that Waitrose had already charged me for. And as for another lorry on the road - absolutely absurd. If your chosen 3rd party couriers do not share your own company views on electric vehicles, then dont work with them. Dont just do half a job and then fob off your customers with 'ooooh, we'd like to but it'll be tough.....'

Dropped into my local Waitrose Store yesterday to get some Salmon for supper.
I was appalled at the price Waitrose are now charging.
How can the Store justify this increase!

I waited in the car while my neice called in today she paid at the basket checkout came out extremely upset the man on the till was so rude to her I was appalled that a grown man would be so rude to a 20 year old I have always written great reviews for Waitrose and I’m sorry this is negative but you need to address this please

I ordered my Christmas food for delivery,20 th was the latest date for delivery available. I have had to hand back seven of the items because they expired before Christmas Day. Disgusting. I have been sick and now have to make a special trip to buy replacements for these items required for Christmas Day.up UPDATE. I have spoken with Waitrose customer service and they apologised but states only the Turkey is guaranteed to be in date for Christmas (mine expires 26th,so it just made it!) What a joke.

Made a weekly shop with waitrose online. They came earlier than the booked time and wouldn't leave the shopping with my 17 Yr old daughter because it contained alcohol. The driver said he would come back at 4pm. No driver or shopping that day. Rung the nxt day and they said they had cancelled my order and I would have to rebook and pay again whilst waiting for my refund from the first shop. Not likely. Will never shop with them again!!! Didn't have the money to rebook. Have they missed there's a big cost of living problem. Still not had refund.

Ordered a reasonably large delivery of wine on a selected date (a Friday) a few weeks ahead. On the day waitrose's courier informed that the delivery would be made the following Monday. Delivery was made on the Friday but not before I'd made alternative arrangements.
Waitrose customer services replied the following week that delivery was made on the Friday so no issue.
Order delivered was incorrect, invoice and delivery note showed the correct wines, one bottle of cheaper wine was delivered in place of a more expensive wine, the more expensive wine was charged and paid for.

Excellent service, quick and efficient, great products. Many thanks.

Ordered 20 bottles of wine on 25% discount. It took a week to deliver them, with no communication from Waitrose. I emailed yesterday (still no delivery), telling them that customer service had cut me off and asking for a response on delivery status. One hour later, Yodel said it was out for delivery, but the status (and the position of the van) remained the same for eight hours! The delivery eventually arrived late, but still no response from Waitrose. I intend to escalate the complaint and pursue, but will never use them again. Even more galling as we have spent a fortune on wine with them over the years! If I had read these reviews I would have heeded the advice to avoid.

3 separate orders I waited in for my wine delivery. 3 times I was notified that my wine had been delivered but it had not. 3 times Yodel no help at all in finding the wine. 3 times a kind and honest random person eventually brought the wine to my home as it had been wrongly delivered to their home. Never again! I now buy my wine from Slurp. No problem so far.

I made an online order for 6 bottles of wine from Waitrose under the 25% off offer. However, when they were delivered the receipt showed that the discount had not been applied.
The delivery driver advised me to contact Customer Services, but did mention that this had been happening in the areas quite a lot lately.

After a lot of phone calls it transpires that the wine had been delivered from the Waitrose store in Monmouth and under the Welsh Government rules on alcohol sales, the discount was not applicable in Wales.
Straight forward enough, however I don’t live in Wales, I live in Herefordshire, so asked why the discount was not applied. Kept getting the same response from customer services.
So even though I live in England, placed the order in England I can’t get the advertised discount because the Waitrose store was in Wales.
This must surely be in contravention of trading standards law.

Update: 18 Nov 202, after a number of abortive phone calls with Waitrose, one of which was a bizarre call from Bracknell which said that the whole situation was because of Scottish Government minimum alcohol pricing policy, I finally spoke to a lovely lady who apologised and applied the discount and refunded me the money. Hence the uplift in my rating from 1 to 2 stars.
Some sympathy for Waitrose but perhaps a bit more thought in the “Unintended Consequences” department before rolling out discounts that only apply in separate parts of the country.

Waitrose wine order did not arrive on day they stated after me waiting in all day. Two days later after further tracking on Yodel I find the case will not be delivered as the package is damaged. E mailed my dissatisfaction but still awaiting response from Waitrose so rang customer services who made me feel like they were the customer !! All in all a very poor experience.

I'd love to know what training policy Waitrose use for delivery staff- all the way through the pandemic up to today, every single delivery person has been unfailingly sweet. I don't understand it- they are ALWAYS positive, happy, kind and polite. It's weird. I'm not a lonely person thank god, but I think of the lonely people who these Waitrose beauties go to, they must really be making a difference in people's lives. So thanks Waitrose and thanks to the beautiful, friendly, life affirming delivery drivers with their sunny smiles and friendly words. We appreciate you.

One week and no delivery. First courier damaged the order, second courier took two attempts and failed to deliver. Appalling.

Imagine my surprise this morning, on receiving my online delivery to have included a “beautiful bouquet of Roses and Stocks”. Apparently it was my 100th delivery - Thank you Waitrose you made my day, what a lovely gesture - “You are The Best”

Elizabeth Milner - Urchfont

Ordering my food on Sunday 23rd of October online for 23rd-26th of December- Starters, finger food and mince pies for the wife and already, NO SLOTS AVAILABLE!! Well, off to spend my cash at M&S and Sainsbury's where their click & collect IS AVAILABLE!! Bye WAITrose...

I was really disappointed today as the first three items I requested were not in the store

Waitrose is in a death spiral. Quality of service is appalling and their food is no longer worth the prices. I shop online, and the store staff are using online shopping to clear out the old, close to use-by items that nobody else wants. Mouldy bread, limp vegetables, grey meat. That’s the Waitrose offer.