Waitrose Reviews 307

Shocking service from Waitrose Cellar - DO NOT USE.

Ordered £600 of wine / beer for a family party - had named day delivery. The order failed to turn up within the three hour window so I called Waitrose - they had no ability to speak to the delivery company to find out where the delivery was and when it would arrive. I asked for a call back and they said their customer service response is 72 hours. The delivery finally turned up 48 hours after the delivery time (after the party - I had to buy replacement wine from a different company in person) and no-one from customer services called me back in 72 hours. Do not use Waitrose cellar - they do not care.

Whats a mess !!! Organize hen party and give you weekend notice to prepare items !!! My order was for £300 due to busy schedule i trusted your brand however been let down !! I will have guests that can only eat the one i ordered and you send me @ yestarday did you had not enough time ???? What a Joke you can come and cook substitutes yourself !!!! This is totally unnacaptable especially if you had week notice and couldn't prepared !!!!!!
I want explenation right now as this is put my and my guests into a mess i'm trying to organize food now from much more trusted brand then you if you can't cope with orders for the party then don't do it

We shop at Waitrose weekly & have done for years. Having visited Worcester store this morning, we were very disappointed. We went to the cafe for lunch and many of the items were unavailable; as this was 12:10 it’s not as though they had many lunch orders. We were then told if we wanted food there was at least a 15 minute wait. The cafe was not busy & looking around, most people had coffee & cake. No sense of concern or urgency from staff. Some customers left without ordering due to the lack of choice. Visiting the toilet (which are allegedly regularly checked) the ladies was closed and there was lack of hand soap in the gents. Overall, not what we would expect from Waitrose. Very disappointing, and not for the first time.

Can Waitrose do something about the annoying Big Issue seller at North Finchley. At one time he used to stand outside store near car park, which was bad enough, now has encroached to blocking the entrance door and on more than one occasion actually inside the store in the foyer where the flowers are. I have to push him out of way as customers can't get trolleys in and out. We shouldn't be harangued and obstructed by these people when trying to shop.

Another big disappointed today after buying a packet of 4 nectarines looking great, but totally rotten by the core
This was in Belgravia Waitrose, this is now the last time I will buy fruit or veg there
2 days ago needed carrots, and they looked totally dry, and old, what a shame to sell food like that from tomorrow going to Mand S for my fresh food, even so is much further

The best thing about our Waitrose is the post office
the vegetables awful and it's much better to go to Tesco
the flowers outside or dying and hundreds of pounds worth of thrown away every day because they're not looked after
also so they are closing down their fresh meat and fish counter .........brilliant ...........what is left?

I got charged for click 'n' collect even though I spent over £40 on wine.
I know Waitrose/John Lewis have got financial problems, but charging for click 'n' collect is not the way to solve them.
They've lost me as a customer. I won't be shopping at Waitrose anytime soon.

I have been a loyal Waitrose customer for years. I always believed that Waitrose cared about their customers and believed in their products. I buy a fair amount of fruit and vegetables. The use by date on the fruit I have delivered has often been the day of delivery. If I do not have time to check I end up with this fruit which is often not in the best condition if it is strawberries or raspberries and when I get to try it it will be out of date, Last week I had strawberries delivered with a date of delivery use by date with brown staining on the plastic. I sent the photos of my products into Customer Service and received a standard email that made it clear they had not even bothered to read my email. Customer Service indifferent - basically told to clear off. The Customer Service Department do not care, they appear to expect customers to be delighted with less than fresh fruit and vegetables but to pay the full price for such items.
Waitrose in my opinion do not even deserve one star for service. If you order online in my opinion you are in for disappointment if you expect fresh fruit and vegetables. If you visit a store at least you can choose fresher fruit and vegetables or take your custom elsewhere.

Two months on I am still waiting for a refund of £15.99 from Waitrose Cellar for a faulty bottle of wine. After weeks of correspondence, they claim to have paid via PayPal but PayPal cannot trace the refund and it is not in my account. Waitrose Cellar will not disclose the transaction ID to help PayPal trace it.

Nearly one month later - another refund was promised and did not arrive. That is the third time they say they have issued and refund and they have not done so. I am now on page 5 of my log of this complaint.
I have kept a log of my communications with Waitrose Cellar about this. It has now accumulated to page four of A4. I have been in contact with at least nine customer services people and the overall feeling I have is that they intend to withhold my £15.99.

I have had a Cellar account for several years. I have never previously made a complaint and I have never made a frivolous claim. I will be closing my account as soon as I receive my refund. I am now at the point of sending my case to their CEO and instigating a consumer procedure.

There are better companies from whom to buy wine and Waitrose Cellar's customer service response to me puts them at the very bottom of the pile. One to avoid.

Edit. Two months after I posted this review and forty communications later I am still waiting for the refund

Edit. February 2023, the nine month anniversary of my faulty bottle. Waitrose never refunded me, despite my writing to the highest level of management. They claimed they paid into my PayPal account. PayPal searched my account on my behalf and found no refund from Waitrose at all. The refund plainly does not exist.

Waitrose Cellar took a wine order from us for over 1k three weeks ago. They said they used Yodel delivery service.
The wine never arrived. Waitrose Cellar say they cannot contact Yodel because their web site is down and Yodel does not answer the phone.
But even though we never got the wine, Waitrose Cellar will not reimburse us because Yodel is not bringing them their wine back.
Does this make sense?
We have used Waitrose.com and find it dependable.
But Waitrose Cellar claims to not be linked to our account, even though I clicked on Cellar from my account at Waitrose.com.
Horrible service. The customer service team writes back that they cannot help…..

I find every time Waitrose have a product on offer it cannot be bought.They NEVER have it in stock.This is extremely poor customer service.I get the feeling they do this on purpose just to get you into the store!Also if they pay peanuts they will only employ monkeys!!

Awful pastries. For several days on the trot I bought a Cherry and Almond Lattice to go with my black coffee. Awful, thick, dry, lardy pastry, with NOT ONE CHERRY in it. Supposed to be fresh every day. Have complained in my branch over time about other products, too. Don't shop at Waitrose if you have a choice not to.

It's time for Waitrose Cellars to step in line with every other online retailer and LIST order information or detail in every email notification. Whether confirmation of order, your order is on its way, your order is ready for collection - it’s meaningless and presumptuous to expect a customer to know precisely which order made that the email refers to when it only has a confirmation number on it rather than product details. It’s infuriating to have to keep logging into accounts to check. Every retailer lists the product purchased in these emails. Waitrose needs to.

It is remarkable how consistent my experience was with the other bad reviews here. I placed an order for wine on a named day (and paid a premium for it). There was a slight error in the deliver-to address but I corrected it by email 2 days before the delivery was due and again by phone a day later. They delivered it TWO DAYS BEFORE the due date and have been unable or unwilling to provide information such as who signed for it. Their help desk is useless. They are unwilling to refund or reshape so I have paid for wine delivered to someone else on the wrong day. Don’t do business with these guys.

Don't pay extra for named-day delivery and expect an order to turn up because it won't. And when it doesn't, don't ring the helpline and expect them to help, because they won't.

Booked on Thursday for a 9am Friday delivery. Arrived right on time and very pleasant delivery driver. Only one item unavailable. However, over £20 worth of fresh items had a short shelf life and were included for free making it a much cheaper shop. Well done to Waitrose Wymondham.

Poor. Pictures of a product showed it was including the gift tin. It arrived without. Their excuse was that they only send the tin if they have some available. Charlatans.

IF YOU’RE NOT INCLUDING IT IN THE SALE, DONT INCLUDE IT IN THE MARKETING.

AWFUL SERVICE
I used waitrose for the very 1st time for a quick online shop,and I can assure you i will NOT be ever using them again. The service is so inefficient, awful customer service and extemely rude and unprofessional delivery driver. I am shocked at this service from waitrose. Never ever again!!!!

I find the voucher rewards hideously complicated, probably by design to deter customers from using them😱

TRULY THE BEST

All what you expect with a home delivery with Waitrose. Can’t fault in anyway. I pray it remains this way, other deliveries we have tried are truly shocking.
Drivers are lovely, to the extent they wave to me when I’m around on my push bikes, makes me 😊, as they would not recognise I’m a customer.
All I can say is the top bosses know how to run the show.
THANKYOU