Waitrose Reviews 6,959

My son brought £25 flowers on mother's day they died the next day I sent a email and photos to customer services and they are really messing me about cant find his card number have I got the product code packaging etc.....no they are in the bin
Terrible flowers and Terrible customer services....

Don't buy Waitrose food that they say is wonderful as its horrible and a waste of money and what's more they don't care - I bought out of my pension money 3 packets of Tuna cheesy crispcakes - they are tasteless and cheap - I contacted Waitrose but I had strange reply

I shop online weekly with Waitrose. I am very happy with the quality of the food, the level of service and, on most occasions, the webpage. However, I find I am unable to update my phone number online. I am told that this is because I have an outstanding order. The problem is that I always have outstanding orders. Consequently, I am left in the Kafkaesque situation where, as a regular customer, I cannot give Waitrose my contact number whereas someone who does not shop at Waitrose could.

Wife's hospital appointment 16th March. 15th March wanted to bake her favourite pastries for hospital posy operation.
Rolled out the pastry, covered in two tubes of sun dried tomato puree and then the fresh bag of mozzarella & cheddar. Its was green and blue with mould so had to throw the lot away.

Called Waitrose who said they'd refund for the cheese. I explained again that all items needed to be thrown. They didn't believe me.

I got an email refunding the cheese. I had to send pictures of the pastry with tomato puree with cheese on to get refund for other items. Fortunately, I'd already taken pictures to send to Trading Standards.

I received peculiar responses concerning my dead "mom [sic]" whom I had never mentioned and a spoiled sandwich which again, I had never mentioned any sandwich.

I was given a refund but they completely ignored my questions about what they would do to investigate. Very rude.

I then received a survey from Waitrose regarding the incident where it asked for details and if I'd like a call back. I confirmed I'd like a call. Again I'm ignored.

Used to be great service and great quality but clearly that's changed and all they want is my money. No more.

Quite a number of failings, tried online shopping, half my shopping was missing, it was for mothers day so all the offers got charged at full rate, logged a complaint, never got a response, rang, goes to Africa, they barely speak English and just laugh at you, joke of a company, can't even get my account deleted under gdpr, disgraceful company, if I could give zero out of five I would, avoid at all cost !

Family party was all set for Mother's Day had pre ordered 2 platters of sandwiches, cakes and scones but when checking the delivery time one of platters was not available and no substitutes. I was so disappointed and was determined to complain but when my delivery arrived there were 10 individual sandwiches supplied free of charge. This was over and above customer service and a big thank you to Buxton Waitrose!

Waitrose failed to deliver on time by over 2 hours. No one contacted me. No fresh and frozen products arrived which was over two thirds of the shop. I had grandchildren for the weekend. Waitrose said they could not redeliver and repayment would take 5-7 days. 12 days later and I still have not had my money returned. Rang and wrote to no avail - no customer service as nothing achieved - I am an 80 year old pensioner and a regular customer

The water they sell with the label - ESENTIAL WAITROSE & PARTNERS STILL NATURAL MINERAL WATER 2 LITRES - has deteriorated to the point where it is unfit for consumption. We drink it regularly, but the water in the last bottles we bought smells musty and swampy. I got stomach aches. I have older bottles of the same brand that don't smell like that.
I'm writing here to warn other people to be careful and not drink it because it may be poisonous.
I will also alert all institutions responsible for the safety of food and beverages sold in the UK.

40 mins before my order was due for delivery i get a call to say the driver is off sick, so could i collect or do i want a refund.
I dont drive so thats why i use online shopping.

I find it hard to understand they have no spare drivers.
So refund is the only way to go.
To be fair this is the first time this has happen.

But very disappointing

It used to be so good. Now I just don’t see how the premium pricing can be justified. I’ve bought rotten fruit and had problems with the (derisory) voucher system, and the response from customer service has been lame. The staff at Ballards Lane in Finchley are always pleasant and helpful, but I feel like they’re swimming against the tide. I want Waitrose to do well. It was my favourite supermarket since the 1980s. Sadly, I feel it’s on a long-term irreversible path of decline.

Our first experience in Waitrose’ Peterborough in store cafe was a huge disappointment. The hot drinks were only cool and the buns we had were mediocre at best. Your staff tried to help by replacing the pot of cool tea but explained the temperature of the hot water from the machine was fixed.
Well, never again at this store.

I went to Stratford Westfield branch on 12/03/26. Customer service was excellent I had the pleasure of meeting staff member named Evelyn she was so polite and professional great service.

I've had fortnightly deliveries from Waitrose since before Covid lockdowns (my nearest store is too far away for in-person shopping and I'm also not very mobile these days). Very few gripes until the last two deliveries. First one, an out-of-date large quiche. I complained to Waitrose and got a refund, so not really a problem. But the recent delivery had two items which had to be consumed that day - a bit annoying. Also some grapes with no use-by date which had to be binned as they were very soft and very over-ripe! Then the final disaster - only 11 of the bottles of wine instead of the 12 ordered! Waitrose refunded the price of the wine after I sent them a photo of the two types of wines I'd ordered (?) - nothing for the rest!
But I must add a postscript that the delivery people are wonderful! Friendly and helpful and most remember me from previous deliveries. Thanks guys and gals!

I am a regular shopper with Waitrose and sometimes shop online if I can’t get into store. While I think they are very good with product availability and time slots with a good substitution system I probably won’t be using them again online as they frequently supply products on or near their sell by date.
So far I have had a whole chicken, vegetables and bread on their sell by date which is frustrating when you are shopping for the week ahead.
I haven’t taken anything back to the store as the whole reason I am shopping online is that I can’t get to the store!
If I can’t freeze a product or use it immediately I am faced with throwing it out.
I think I will go back to Sainsbury’s where I have not experienced this problem. Sorry Waitrose. Perhaps a word to your pickers - would they select that sell by date for themselves? I doubt it.

I searched the web for sellers of Black Bottle Whisky and Waitrose came up with a good price and a click and collect option. I ordered a bottle and was passed on to the basket where I was told to create an account. I went through the usual rigmarole of passwords addresses and so on but when I finally clicked on complete the order it came back with "Out of Stock"
What a waste of time!!

From encountering a rude member of staff; who kept back chatting as I tried to leave. As a single: disabled woman; I felt intimidated by this guy. To asking to speak to the manager: who was disrespected by the rude member of staff. Several times the staff was asked by management to step back and not interrupt: only for them to do so again and again. I rang customer services to complain. Utterly incoherent. No engagement. Total disinterest. Last time I set foot in Waitrose.

I brought the Rainbow Birthday Cake for my Grand niece Birthday party and it was absolutely amazing 👏 🤩 ❤️ not only was it lite and fluffy it was eaten by all of my family members. 5 stars 🌟

What has happened to Waitrose? I have always been a happy and loyal customer very satisfied with their combination of good quality product with exceptional customer service. But the management at my local WIndsor store now seem to have a very different attitude than before. Perhaps they have been told to tighten up on costs? The shop floor staff remain very helpful on the whole but the store management has become inflexible and the centralised corporate Customer Service team are unhelpful. What a shame

It's not often that I get a positive experience from big firms' customer service.
I was flabbergasted however at the speed Waitrose customer service answered my complaint.
My local Waitrose (Malvern) had unilaterally decided that fish week promotions did not apply to products already on offer, without any warning or mention anywhere. This was obviously wrong despite what the shop said. I complained though the appropriate channel (can't remember which) and two hours later my claim was vindicated and I had received a twenty pounds voucher. I wish all commercial organisations in the UK would be so efficient in dealing with complaints.

We shop regularly at Waitrose Trumpington. From our many years of experiencing many large shopping times, we have always been pleased and impressed with the various partners, whom we have been helped by, considerably. One person, who stands out, way above many, is a gentleman, who we know as Peter Muffit. What we do know, is that he last worked at a BMW Dealership. He is so genuinely obliging, helpful, and goes that extra mile to ensure that we find any product, for which we may be searching. Nothing is too much trouble. We have built up a srong relationship over the few years, to such an extent that we look out for him, and let him that we just might be looking for 'YOU'. He has a great persona, and you know that it is not pretentious, a natural desire to be of help. Please extend our immense thanks for his kindness. Miriam and Peter Gilbert.