Waitrose Reviews 6,959

Make your coupon policy clearer Waitrose in writing more accessibly so we dont find out later they dont apply to future deliveries. Other supermarkets would.have sorted it out at customer service. Also my delivery is now 50 minutes late and not here yet. I have to say that this does not reflect on the Driver. When he did arrive 1 hr 10 late he was polite and appropriate. For that I will add one more star but I am now running late.

The most unhelpful customer service I have ever received. Expect numerous emailsbavoiding the issue you have brought up, dodging direct questions and purposefully misunderstanding the point of your enquiry.

I received an online grocery delivery today (1/4/26), Lauren from Stourbridge branch was extremely friendly and professional, dealing with my order issues exponentially, excellent customer service.

I am extremely disappointed with the level of customer service I have received from Waitrose.

I was charged twice for the same transaction at the Hersham branch, which my bank has already confirmed as a duplicate payment. What should have been a straightforward issue to resolve has instead turned into a frustrating and time-consuming experience.

My first attempt to resolve this was by contacting the store directly, where I was told I would need to visit in person with my bank statement. I then contacted head office multiple times, only to be disconnected on several occasions after being told the agent could not hear me.

On finally getting through, I was again told that I must attend the store in person for a refund, which is completely unreasonable for a duplicate payment error. I was also asked to send a copy of my bank statement via email, which raised concerns about data security.

Despite repeated efforts, I have been passed between departments with no resolution and no accountability.

This experience has been incredibly frustrating and far below the standard I would expect. I am still awaiting a proper resolution therefore my bank have taken over.

Purchased salmon online ready for Friday - extremely short dated - out of date on Tuesday, 3 days!!
Did not noticed until I got home to put in fridge. As it had been frozen I was unable to refreeze!!
Customer service very unhelpful! Apparently 3 days is the time for ‘fresh’ food purchased online!!!
Money wasted - will use M&S next time, fresh and reliable!

Waitrose the top people store with the rock bottom score when it comes to customer satisfaction. I am 83 years old and registered blind, so other than to have to pay for a taxi to my nearest Waitrose which is 20 miles away, and be accompanied by an assistant, I have been phoning 0800188884 which I can do by wearing my reading glasses and using a magnifying glass. The recording which I listened to is the biggest understatement of the year after informing me that they Waitrose ‘always do their best to delight their customers’, I can assure you I am anything but delighted due to always asking for, or being asked if I want a paper receipt, yet out of approximately 40 deliveries over the past couple years, I have only received 5 or 6, with every excuse being made by the drivers, ‘I cannot use a computer’, ‘the printer is out of ink or is broken down’ etc, etc, etc. This has necessitated calling Waitrose head office in Bracknell, Berkshire, who are most apologetic, and assure me that the problem will be rectified, yet the same problem constantly persists. Which entails me having to pay someone to print it off for me. We then come to the Waitrose call centre, in Cape Town, SA, where it would appear that the vast majority of the call operators have had no or very little training, when on many occasions, they cannot even find me on their system, despite giving them my full name, address, and email address, and when it finally comes to taking my order (as an example: 45 minutes to order 7 items), and then even after I say ‘ no substitutes’ in practically every order that arrives, things are either missing or are not what I asked for.
Now for their good side – on most mistakes, they have given me credit; but this does not alter the fact that I now have products that I cannot use and must improvise to make do with what is correct. This was up until one of the most current orders when I had to again call back to Cape Town and ask for credit back on a substitute that was delivered that I did not want and was informed ‘give it back to the driver’. This is and was not possible for as soon as the driver has unpacked the items onto my kitchen work top, the driver is long gone. I really don’t think any of the drivers would appreciate having to wait whilst I slowly go through 30 – odd items using my glasses and magnifying glass to ensure they are correct. When I informed this operator of this, she told me to give it back to a driver on my next delivery, which might not take place for a couple of weeks. Impossible with perishable goods and when I had tried this in the past, was informed by the driver ‘I cannot take things back from a previous order’, she was adamant she would not give me the couple of pounds credit for a mistake on the part of Waitrose. A call to head office soon has this rectified, what I find so surprising is that of all the supermarkets I order from, Sainsbury's, Morrison’s, etc, only do I have these continuous problems with Waitrose. Unfortunately, I have no other option due to only being able to obtain certain items only from Waitrose. I wonder how many other people have experienced similar with Waitrose? But looking on their score rating with Trustpilot, it confirms I am not alone.

Seafood Platter - Absolutely amazed that this product was so small, the image looks like its crammed on a big platter, more like a saucer, it came in a plastic tray with separate sections in it with a small space for each product, this plastic tray was the size of a standard plate but mainly plastic. I used to buy a platter from Marks and Spencers for around £20 that lasted for 2 meals but I was definitely glad I bought some bread, salad and rice to add to this 'platter'. Produce was ok but large prawns in shells were rock hard. Not for me. I wanted to warn Waitrose customers but this review was rejected by them and they asked me to rewrite it??

Wow! What can I say, every time I go to Waitrose in Storrington in Sussex, there is an elderly gentleman that works there, and all he wants to talk about is politics! And he seems to really dislike this country! My family died fighting for this country, I find him totally awful! And won’t be shopping there again! 😡

Yet again a total waste of time.
I recieved a my little treat from Waitrose. Nothing spectacular or expensive a pack of scones.
Unfortunately Waitrose seem to of stopped stocking them for the duration of the offer.
Well both times I have tried to redeem the offer no stock.
Even the staff don’t apologise and just laugh as it happens time and time again.
Truly pathetic the way Waitrose totaly disrespect customers

We have shopped at Waitrose Rushden since it opened in 2004. It was a premium store with premium service. Sadly, no longer. Manned tills usually have only one open even when there are queues and there are queues to use the self service ). No discount for working there for customers) Staff standing around chatting particularly near the self service tills and not to be found elsewhere when needed.
The self service tills are difficult to use - so sensitive that if you move your bag to put anything in a staff member has to come and authorise.
Today a delivery driver (not for us) parked on a verge approx 1 ft from our window. When remonstrated with got the story - I'm new, only 20 and training! Basically in his view, not a problem.
Now we find the magazine frequency is cutting back to bi-monthly.
Unless you shop with a coffee cup - no chance. No disposable cups to save the planet.
A lot of foodstuffs packaged in plastic but you have to buy a plastic bag to carry it home. How is that environmentally friendly?
Now on to ready meals. The, so tempting, slow cooked beef Madras (£6.50 supposedly for two) is dreadful. Five small pieces of beef if you're lucky! It is high in fat (11.9g per 100g). Twice the fat content of M&S Goan beef curry.
All in all, no longer a premium store or experience

There is a 'new' version of our regular Ardennes pate. The new one is soft and soggy and clearly cheaper to produce.
Not nice!

The No 1 Waitrose pork chipolatas dont fry. 25 mins whilst making cauliflower cheese, they were still anemic? Didnt taste very good either.
Certainly couldnt get to the same browness on tge outside picture. Certsinly wont bother with the premium range again

One star does not illustrate how bad this experience is.

My experience with Waitrose / John Lewis has been deeply disappointing and, frankly, unacceptable.

A delivery driver caused approximately £1,400 worth of damage to my property while leaving after a grocery delivery. Rather than reporting the incident, the driver simply left the scene without making any attempt to notify me. The damage only came to light because it was captured on CCTV.

What followed was not a responsible or customer-focused response, but a prolonged period of inaction. Despite clear evidence, there was no urgency, no meaningful accountability, and little indication that the matter was being taken seriously. Communication was slow and, at times, non-existent.

The most concerning aspect is that I was ultimately forced to issue County Court proceedings nearly three months after the incident just to prompt progress. That step should be wholly unnecessary in circumstances where the facts are straightforward and supported by evidence.

For organisations that trade so heavily on trust, service, and integrity, the apparent lack of oversight and engagement at a senior level is difficult to understand. At no stage did the handling of this matter reflect the standards that customers are led to expect.

This has significantly undermined my confidence in both brands. When an issue arises, customers reasonably expect it to be dealt with promptly, transparently, and responsibly. That has not been my experience here.

I would encourage others to consider how situations like this might be handled before placing reliance on these companies.

Bought 2 melt in the middle smoked haddock fishcakes today- they are responsibly sourced according to the label-if you like lots of mash and play hunt the fish they are for you - the melt in the middle was minimal - I realise there’s a cut back however the prices you pay in Waitrose they should deliver something better

I have sent Customer Complaints 3 emails with photos of the constant rubbish in the car parks of the Yateley store
They say each time they have sent it to the Manager
They need to be fired as they do nothing and the impression you immediately receive when arriving is of a tip

On her way home from an event, my wife decided to call in at Waitrose for food items. Among these were Chicken Kievs at £5 odd and a lamb joint at over £11.
We had the Kievs, cooked according to instructions, for Saturday dinner. They were tough, dry and unappetising. For Snday lunch we had the lamb. Dreadful! I consideed re-soling my boots as the meat was so tough. Again, flavour was poor.
We normally use a well known german supermarket whose meat is always good and well priced. Waitrose is expensive and not worth the money. No more shoppng there!

There are major problems with the on line ordering system for home deliveries. The software frequently puts last weeks order into the following weeks order.Sometimes when the check out button is pressed the complete order disappears. When contacting customer service for help the call is answered by the South African team who have difficulties in understanding and coping with the system problems.

The voice recognition is very poor. Asking for courgettes it comes up with “call jets”, asking for Gin gets jeans!

These problems have been flagged up for 18 months but nothing has improved

Overall, the food products were good, with the odd item chosen for delivery not to the best standard. I was not happy with the delivery drivers, who showed a lack of willingness to lift full trays with items down to an area I could continue to unpack, when one tray was empty. I had to do this myself and having a weak back it was a strain. I did eventually ask one of the delivery guys if they weren’t allowed to assist due to health and safety issues, but I was told they could help. Therefore, it appears to me that they were either lazy or unwilling to do this. I worry about more vulnerable customers who may be facing the same situation and too embarrassed to ask for assistance. This is the first company I have come across who have acted this way. I must say that I’m not impressed and will most likely be shopping elsewhere

Terrible experience! Awfull rude staff! And the food is as bad as aldis! I purchased fruit and it was rotten

The food from waitrose.com is of good quality. No spin, the quality's good. And, on the rare occasion, there was a problem with an item of food, refunds were prompt. Waitrose's frozen apple pie is the best on the market. Tastes like a home cooked one. The fresh stuffed, garlic mushrooms are flavoursome, the elderflower cake, a bit pricey but very fragrant and the sponge buttery. I'm half Italian and picky about Italian food. Usually, I won't touch ready made pasta meals but I'll eat Waitrose's prawn spaghetti and Waitrose's No. 1 brand of spinach and ricotta lasagne. You have to try Waitrose's new free from spiced apple muffins....they're delicious. Better than what Marks' serve up.