Waitrose Bewertungen 

Recently had an online order. The apples were bruised and had to throw two out of four back. Contacted waitrose and not heard back. A couple of days later I opened some there own brand cajun chicken at lunchtime on the expiration date. It smelt disgusting and went straight in the bin outside. Contacted CS and explained this. They obviously did not read my email properly as they then sent what looked like a standard email saying I was unhappy with the expiration date and asked for a photo of the item and packaging. I referred them again to my original email and explained again the issue was quality of the item, not the date on the packet. They then said they could not track it down without a photo so we're closing the complaint. Not sure how the photo would have illustrated the smell invading my nostrils when I opened the chicken. Waitrose charge premium prices, but in short, don't shop with them unless you are happy to pay for unusable items at times.

Recently I had got into a dreadful muddle with my delivery from Waitrose - I was unable to check out on my order. On contacting Customer Services I was put through to CHARLOTTE AITKEN (AITKIN?). She could not have been more helpful or indeed patient,polite and Professional. She solved the problem!
I would like to commend her.
Margaret Francis

The Jesmond branch manager is rude and seems miss placed in a high profile a customer facing role. Their self service tills are constantly malfunctioning, and the staff response is generally terse and unhelpful.

I purchased a birthday gift via Waitrose cellar prior to reading the reviews on Trustpilot and elsewhere. A big mistake. Waitrose cellar use Yodel who, after being paid £5.95 for standard delivery, gave one single update that the item was at their national delivery centre. After 10 solid days of chasing with constant lack of availability of WebChat agents I eventually find out that they do not know where the package is and that I should go back to Waitrose. So, all in all, a missing birthday gift, many wasted days of chasing and now another unknown wait until the refund arrives. Please, save yourselves the pain and avoid Waitrose.

I (registered customer), ordered six bottles in response to an emailed special offer, for delivery in "2-3 days".
5 days later, it's too quiet, I queried Customer Services to get a curt reply asking for all my personal details, order number etc etc. (surely on file, no?) PayPal cleared immediately on order (confirmed). I'll add that all my previous Waitrose Cellar orders, click & collect or delivery have been a mess, Pay Pal or Visa Debit.
There are serious systemic Quality System issues that need professional help. Just check out the customer feedback, how many bad business experience warnings do you need ? Time for a Quality Assurance Pro to step in.

Waitrose Droitwich. I preface my comments by saying that I was a loyal Waitrose shopper for about 35years, until the last 2-3years, frequently spending £150 -£200+ a week Popped in today, primarily to use Dry Cleaning Service. However, the Partner told me my ‘Jacket’, was a ‘coat’ despite me saying it was sold, bought and used as a ‘jacket’, the result of this arbitrary and subjective re-defining of my ‘Jacket’ took the cost of 4 items from £24 to £43! I took the items elsewhere. I then used opportunity, having paid for car parking ticket to shop for a few items -£90+ The sparsely stacked shelves and poor quality fresh vegetables resulted in quick shop. At Checkout, the Assistant was talking to colleague and continued talking and laughing with colleague while pushing my shopping through. I eventually commented that I was a Customer and it was rude and poor service to continue a conversation. The Assistant apologised, however, it was evident from her continued protestations that she had little self-awareness and even less understanding of ‘Quality Customer Service’. She said, “well, I did say Hello to you, but I don’t see him very often, and I was ‘torn’, between you and ‘him’ - her colleague! 🤷🏻‍♀️ This ‘colleague’ proceeded to continue his conversations with the other Check-out staff despite Customers being served. I shouldn’t be surprised at this increasingly lax, ‘couldn’t care less’, attitude, unfortunately it has become the norm for Waitrose- but it is sad, as Waitrose used to deserve it’s reputation for ‘, Quality’ for both it’s ‘Partners and it’s Products’. This isn’t the CEO, it’s the the Individuals and poor Store Management. Would recommend local Farm Shops and Lidl - excellent Customer Service. The ratio of poor reviews on this site is a reflection of the current Waitrose

After leaving Little Waitrose in Clapham Common during November, the security guard on the door accosted my wife and I. This man was aggressive and prepared for violent confrontation. The individual in question said he would 'slap me' when I challenged his behaviour based on his stupid suspicion I may have stolen items from the store.

Just visited Waitrose Harrogate 1700.
Unfortunately cleaning have now dropped to pre covid levels. Specifically women’s toilets were disgusting, toilet paper strewn on the floor. The floor was wet and the smell of urine
was very strong. Surely a store such as Waitrose could afford to maintain high hygiene standards.

Poor quality fruit and veg.
No British fruit and veg.
Too busy doing ‘high end’ products. Website the worst.
Try not to shop there.

The first thing I would like to say is surely there must be something seriously wrong with Waitrose management when you have such an appalling set of negative customer reviews as seen here.
My own 1 star review concerns 2 bouquets of flowers that my daughter in New York arranged to send her mother for her birthday. One bouquet from her and her husband and the other from her children, my doting wife’s grandchildren. The flowers were purchased online with Waitrose.
Although the bouquets were acceptable, it was pretty obvious to me they didn’t represent the value my daughter would normally spend. I asked my daughter how much she had spent and was told £50 for each bunch plus a delivery charge of £17.50, total cost £117.50. I then did a little research only to find out that Waitrose had passed this order onto e-florist who in turn passed it on again to two local florists. Three fingers in any pie does not result in good value. I contacted one of these retailers only to be told that the bunch they had supplied would cost just £26 if purchased in person at the shop.
I have tried on many occasions to speak to customer services at Waitrose for a response but sadly they will not respond. My daughter even wrote a letter of authority enabling Waitrose to speak to her father about her order but still they choose to ignore any approaches. Just to emphasise the incredibly poor customer service at this food retailer, I wrote a letter addressed to their CEO on the 19th October, 15 days ago but of course have not had a reply.
With such abysmal value for money, the moral of this review is DO NOT PURCHASE FLOWERS ONLINE THROUGH WAITROSE, go direct to a local florist.

Terrible experience with customer service. I ordered over £100 of wine and gin for an event with 20 people. When I opened the box, it was not the items I ordered. I served the wine (about half the amount I ordered and no gin) out of desperation at the event, and made a further £100+ order of wine and gin from Deliveroo (thank goodness for Deliveroo!).

After the party I checked the box order details and realised they had delivered the completely wrong order with someone else's name and address. When I contacted customer services (Aisha Ismail) and explained what had happened there was zero apology, however they did offer to refund me, as long as they could collect the incorrect order.

I explained (again for the 2nd time) how there was no order to collect as we had used it in desperation at the party.

She responded saying she had refunded the cost of the order and to wait 3-5 working days for this to come through.

However, when the refund never arrived, I contacted them about this, she said I have not been refunded as they haven't collected the incorrect order yet.

So... I explained for a 3rd time, that there was no order to collect as we had used it.

So she offered to refund the difference in price of the 2 orders... a grand total of £27. I am absolutely furious. Zero apology for the inconvenience, zero helpfulness, zero offer of compensation.

I've ordered over £100 of wine and gin from them (plus the extra £100 Deliveroo replacement) and now being made to pay for them delivering the incorrect order of wine I didn't choose. But at least Waitrose cellar hasn't lost a penny!

Am I being unreasonable? I'm going to put in a formal complaint and will never use Waitrose cellar ever again. Horrible customer service experience, and use them at your peril.

Waitrose decided to impose £3 delivery charge after previously not doing so. Where other grocery businesses with home delivery services offer discounted delivery services. I pay Sainsbury's £30 for a years "free mid week delivery's" i.e. under .60p a week. I have moved to Ocado from Waitrose and their range is wider and cheaper than Waitrose. They offer mid week deliveries for a year at £39.99 plus additional discounts and perks.
Waitrose offer free newspapers with their orders except recently they stopped morning delivery's with a newspaper and insist that the delivery to come with a newspaper is after 3pm. Sainsbury's provide fresh flowers on their home delivery service. Waitrose do not.
Waitrose charge for orders to be delivered in bags whilst Ocado does charge but refunds if the bags are returned later.
Waitrose's website is better than any other but they are weak on other areas and appear to be getting worse. Ie. Stupid John Lewis advert. They seem to be out of touch unless you happen to favour being woke.

Have used Waitrose online regularly for over a year. Today was told driver not expected to climb one flight of stairs. New policy?? They definitely don’t advertise that. My advice is go elsewhere.

What has happened to the quality and freshness of Waitrose veg? Avocados, potatoes but especially green beans. My latest purchase was covered in dirt and went off really quickly. I have now thrown more green beans away than I have cooked over the past few weeks so I won't be buying any more.
Also sell/use by dates seem incredibly short for many products.

Hello Waitrose…. You have supported us greatly through lock down with deliveries to the door with brilliant COVID procedures… great quality of food ..minimum delivery £40. Deliveries free of charge not like come other supermarkets. Could not recommend you enough to family and friends so now …..what’s happened £3 delivery charge now! What has changed?
So many slots now to choose from. What are you going to do with your surplus vans an drivers when people will stop your service. Keep the free delivery and put your spend up to £50 it’s still an average weekly shop.

I made an order last Saturday for 12 bottles. Yodel failed to deliver them despite declaring delivered. They were unable to provide a signature or photo, and as we live on a military base, we discovered they had not been on site that day, so in fact, they had simply lied.

Waitrose apologised and immediately dispatched another case by a different courier........supposedly.

Only six bottles were delivered, and on enquiring, I was told that I had been issued a refund for the other six as Yodel had lost six bottles (when they had lost 12).

The customer service rep felt that her saying sorry in a dispassionate tone was all was required after telling me this kind of error was unusual. Except there were four separate errors which I suggested indicated poor service rather than bad luck.

I highlighted that the customer service benchmark should be to fulfil the order rather than fail and apologise.

Sadly, Waitrose customer service is, in fact, no better - therefore, the prices are not worth the premium they apply. When did customer service in this country fall to such a low standard?

Order#:14317553

Sadly there is not an option to give no stars which effectively is what Waitrose deserve. After months and months of appalling service from Waitrose online delivery since they moved to GREENFORD and complaints EVERY week about either damaged items, poor shelf life items, ridiculous substitutions, missing products along with paying for bags that never turn up EVERY WEEK with the shop I can only say that it appears Waitrose is now the worst home delivery service in the UK. Not just this but I made my complaint last week and they still have not responded after 6 Days - totally unacceptable. For a long time loyal customer I am disgusted at the total lack of regard. Its not as if its cheap either! So Waitrose if you could do the decent thing and respond to my compliant on Sept 8th 11547637 it would be appreciated - looking forward to the responses to this post because actually its really very sad you have gone down the drain. Wrong CEO sadly, bad management decisions and hopeless staff ( apart from the drivers ). The lack of customer care will in the end mean your profits dive and you loose the loyalty of people like us.

It was my 30ths birthday and I ordered 12 bottles of champagne with named delivery for Tuesday. They sent me on Tuesday email that delivery will happen only on Wednesday which also didn't happen. And on Thursday (when I really needed these bottles) they told me that DHL misplaced it. Couldn't you do it earlier? Why don't you really track named delivery. Very disappointing experience, especially given it was my birthday

They are the only supermarket who have positive product reviews, but when I tried to submit a negative review I found out why. They have an aggressive moderation policy that prevent negative reviews being published.
The offending text from my review wasn't highlighted and the relevant part of the policy I'd violated wasn't reported. I have no idea what is wrong with my review.
All I got was an email from a 'noreply' address essential reading 'computer says no'
Super annoying

Zero stars actually.
Everything that one believed as to what Waitrose represents by way of quality customer service and quality products is no longer true!
Well, certainly that’s my experience and many many others too using their food home delivery online service.
Bank holidays etc have become a lottery as to whether I ever do receive my order.
This weekend just gone, 29th August in fact, the money was taken out and I patiently awaited my delivery. 15 minutes past the end time slot I became concerned. Going back to emails there was a very late notice that the delivery was cancelled due to unforeseen circumstances. Customer service stating No refund forthcoming for several days; so they’ve got my money and I’ve not got no food. Pathetic excuses and after much haggling £30 voucher as compensation. So how is someone to go out and buy the food to replace the missing order when Waitrose are hanging on to my money; for a delivery that never happened. They just don’t get it; and perhaps the reality is that they no longer care!