Waitrose Reviews

Waitrose
★★☆☆☆
2.3
30.0% of users recommend this
  • Quality of service

  • Layout of shop

  • Value For Money

Summary

Read reviews of Waitrose Supermarket and compare it to other leading supermarkets such as Tesco, Sainsburys, Morrisons and Asda. We also have reviews of waitrose.com in our online shops section.
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Latest Reviews

“Dreadful customer service”

★☆☆☆☆

written by Marcelo143 on 25/01/2024

Customer Service appalling On arrival at a store I took £50 out of the John Lewis cash machine within their Waitrose boundary. A damaged note was spat out. I went to customer service to ask if it could be swapped but I was refused. General store staff wouldn't help but never apologised and a manager, he was sent for and came over but seemed to think it funny. I suggested that Tesco might have obliged had something similar happened and he said, 'they may well have but we aren't'!! We all know that Waitrose is more expensive but we pay for customer service. This was appalling. I told him I had come to do a big shop but would no longer be doing it and wouldn't be returning but this seemed to have no impact. He said it wasn't their problem and I should just (be inconvenienced) and take it to a bank! I said what I will be doing is shopping in Aldi next door instead and spent over £200 there as opposed to spending probably 50% more here. At least I saved myself some money and the lamb leg I bought actually looked better! What an appalling lack of customer service. I don't live particularly close to a Waitrose but had liked to shop there when playing sport in Solihull. I shall now not bother and either pop back to Aldi next door or shop closer to my home 6 miles away. I made this clear to the manager who seemed not remotely bothered, but smirked continuously. If this is an example of Waitrose customer service these days then they don't deserve customers. All the supermarket comparisons make it quite clear they are the most expensive so why do we go? For the better customer service? Apparently not. I shall be avoiding and not bothering to return out of choice in future. What dreadful service. Staff there do not deserve to have a job if this is what they think is acceptable. They were very clear to tell me that the machine (despite being on Waitrose premises) was nothing to do with Waitrose, yet only afterwards when we went back to look at it did we see that it is John Lewis!! How is this nothing to do with Waitrose?!! ???????????????????? They have lost a customer but don't seem to care, perhaps they will of they lose their jobs - just dreadful! Date of experience: 25 January 2024

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“Awful to customers”

★☆☆☆☆

written by 21jay21 on 01/04/2020

I need therapy to get over this Chandlers Ford Eastleigh visit. Very upsetting. I Wanted three items. Arrived early in morning OAP hour and queued and told by Intimidating door security guy that I could not go in without a trolley. There was no sanitiser to wipe the trolley. He said that the trolleys had already been cleaned. I said I did not want a trolley as I only wanted three items. I never use a trolley because of Coronavirus. He said well you cannot come in then. I went through the door with a trolley as instructed and saw a dirty till receipt stuck in the trolley. I said this one has not been cleaned. He said we only wipe the handles. The trolley was dirty. I picked up my three items and had to put them in the dirty trolley. I Saw two suited managers as I went to pay and said I was not happy at being forced to use a trolley that was not clean. The manager quickly took the rubbish out of the trolley. He said quite discourteously ‘what do want me to do’ He refused to get me any sanitiser. He said ‘we are doing our best’. I felt my hands were contaminated. He said there was hand gel in the toilet which meant more potential hygiene disruption. I walked to the self service till with him following me. He was arguing the whole time saying that ‘ none of our other customers complain’. This is so completely the wrong thing to say as I have always been such a good customer even though the staff have not always been that pleasant. He said that i did not have to shop there’. I am a local and the mere fact that I had shopped there for 20yrs did not seem to matter probably from when this manager was still in nappies. I kept asking him to leave me alone and to stay away as I did not want him less than 2metres away as government instruction. I said none of the other supermarkets treat their customers like this. I told him that all other supermarkets have had sanitiser at the door for weeks. He kept arguing saying no they don’t. I asked him if he had been in Asda Or Tesco recently. he said he had three days ago and didn’t notice any sanitiser. Well I thought so much for a floor manager who is in charge of helping to prevent customers and staff from catching Coronovirus and does not use sanitiser. He still kept arguing goading me and was quite aggressive. He stood with his back at the glass window still arguing. He watched me struggle with my bananas as the scales would not work. I was shaking with upset. I Kept away from him. He deliberately intimidatingly watched and waited for me to finish paying and as I went out I had to walk past him. I could not wait to get out of there. He then shouted at me and said that I was abusive and hounded me out of the shop chasing me from behind making me feel very vulnerable and uncomfortable shouting at me so that all the staff and customers were watching. I thought he was going to hurt me. I felt he tried to take away all my dignity.I never turned round but kept walking with dignity. He kept following me shouting he wanted me to leave the shop. His behaviour was embarrassing. I spotted some sanitiser hidden at the side of the customer service. I grabbed a squirt if that’s but he came right up to my intimate space and tried to grab it to stop me using it. This squirt of sanitiser could have been the one thing stopping me getting the virus. This is nearly a week ago now and I am still very upset. I had immediately put a complaint in to customer services but nothing was done. I don’t think they believed me and weren’t really interested. There response implied they were more interested in me writing a good rating for there response so I could be entered into a prize draw as a way of saying thank you for bringing the incident to their attention. Just to say I am an NHS hospital front line worker and have been for 40yrs. This manager needs a lesson In how to treat customers and get over himself. He should not be allowed to intimidate, humiliate and bully female vulnerable customers in this way. I suppose the moral of the story is to not dare to criticise the supposed wonderful Waitrose for fear of reprisals from an intimidating bullying rude floor manager. It is hard for the NHS when people like him and Waitrose have so little respect for people who are saving lives especially when most people are clapping with appreciation. I will never ever shop or eat with my family at any Waitrose or John Lewis again. The treatment I received was appalling. It will take me a long time to get over this. Why are they so awful to elderly Customers? Sent from my iPhone

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“Discrimination against customers -...”

★☆☆☆☆

written by anealingcustomer on 18/05/2019

Customers who have a Waitrose card but want soya or milk alternatives in their coffee or tea are not provided with a substitute to milk. We are actually told have it black when we query this. I think this is discrimination because milky drinks are provided. Why? Surely, as Waitrose have Soya milk in their essential range they could provide packets by the hot drinks machine in every store? I shop in the West Ealing branch. Also, how about one vegan/cake or biscuit item in the cafe?

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“Waitrose, Rickmansworth ”

★★☆☆☆

written by PhilSoskin on 20/04/2018

We have regularly shopped in the Rickmansworth Waitrose since it opened and as loyal customers it is sad to see how much the quality has deteriorated. First of all I must say how helpful the staff are. We have got to know quite a few of them over the years. However, the experienced staff who really care seem fewer and are the ones under pressure, trying to cover the gaps in staff numbers whilst the younger staff have less commitment. Today, Friday when we did our weekly shop it was disgraceful how poor the vegetable selection was with so many empty racks. This was a pattern through the store. We use quick check and the asparagus wasn’t recognised - apparently the price was almost double. Even the staff member had difficulty entering it manually. It won’t be long before we shop at one of the bargain outlets Waitrose is trying to match. If we don’t get good quality goods with properly stocked shelves we will go elsewhere where the cheapskates aren’t queuing for their free coffees. Come on Waitrose - it’s quality we want.

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“Poor selection, poor management, friendly staff”

★★☆☆☆

written by on 16/10/2017

Little Waitrose Shrewsbury. I have complained before about some of the poor choice at this small high street store. The bread and pastries are absolutely disgusting quality. The pastries are nearly all iced as if prepared for a 1950s children's party. One could be forgiven for thinking sugar had just been released from war time rationing. The bread is for the most part beyond description, suffice to say that the white sliced loaves in polyethylene bags seem to have more substance. The Tesco across the road offers at least a half decent sour dough. In fact the store seems to offer broadly the same range, of poor quality pre-packaged stuff as the Tescos, but manages to charge half as much again. Tonight I called for coffee beans as the coffee grinder in town is closed on a Monday; only one possible choice of beans which were a foul tasting over roasted robusta coffee. They have around a dozen ground coffees in stock, so why only one bean choice. As for the silly idea that the incredibly friendly staff are partners, so why do they have to sell the rubbish sent by head office, instead of quality items as asked for by real customers. Come on Waitrose, become customer focused instead of trading on the insecurity of middle class housewives who refuse to go Tesco and Asda.

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“Security Guards Upsetting and Alienating Customers”

★☆☆☆☆

written by NotWhatYouExpect on 21/09/2017

It appears The Partnership use Agency Security Guards in their Store. On a visit to my Market Harborough store in September. I noticed I was being followed around the store by an Asian Security Guard and a member of staff. So I asked what was wrong. He replied "We've been watching you for a long time" He assumed I was helping myself to free coffee, as was taking my own cup into the store. I felt humiliated and very upset about the whole thing. I think the partnership need to urgently review their security arrangements and focus their efforts elsewhere rather than on free coffee. I have since stopped using Waitrose because of dissatisfaction in the way the Partnership has dealt with the matter. It's not the kind of experience I would have expected from Waitrose and is very Disappointing!!!

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“Warning - Home Delivery Service”

★☆☆☆☆

written by 282McWilliams on 03/04/2017

I used the Waitrose home delivery service and purchased two offers. The first was 'buy a GU cheesecake and get a free tub of ice cream' - they did not deliver the cheesecake but still delivered the ice cream and charged me in full for it. The second was a '3 for £10' offer - they only delivered two of the items and charged me full price for both. This has happened on many occasions now so a warning to all to check your delivery list and charges. I have contacted Waitrose but the Lichfield store did not return my call and the central Customer Services team have done nothing about my complaint.

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“Waitrose Henleaze Road BRISTOL”

★★★☆☆

written by juPrice205 on 30/03/2017

An extremely crowded and busy Store where they didn't seem to have anything I wanted. Not exactly a Central location either. All in all an unsatisfactory visit I'm afraid.

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“very ill mannered staff at Waitrose Enfield”

★☆☆☆☆

written by AndersonClark224 on 29/03/2017

Staff at Waitrose Palace Gardens Enfield never ' Thank you ' after serving you , they just look away and stare into space , especially the younger staff ,incredibly rude and ignorant . Also very low stock always , empty shelves and trays , and vegetables whose sell by date is up in two days . Alongside lengthy queues and really ignorant ill mannered staff , who is training them in customer service ?, this shop is shocking .

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“rubbish”

★☆☆☆☆

written by AubreyHood on 19/01/2017

i thought the shop was rubbish

Cheapowerleveling's Comment

Written on: 23/06/2017

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“Disappointing BBQ chicken”

★☆☆☆☆

written by Jennyosman on 24/08/2016

This week my local Waitrose has stopped selling chicken quarters cut from a whole BBQ CHICKEN. Instead I was offered part boned chicken quarters. This seems to be something of a mistake, as the quarters I bought were grossly over cooked and did not have the same taste as those cut from a whole chicken. This is obviously a move to save costs and wastage. However I will not be buying this product any more, as it's nowhere near as good. The assistant did explain that I could have a half chicken or a whole chicken, but not two chicken breast portions, despite these having been available for many years.

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“Christmas cracker bombed”

★☆☆☆☆

written by AdamReith on 26/12/2015

We were beguiled by the Waitrose Christmas entertaining supplement into buying a £32 'Christmas Cracker' - a turkey crown stuffed with a delightful sounding cranberry &c, &c stuffing. It was really awful! The stuffing was bland and as tasteless as the turkey. It was dry, unappealing and a great disappointment. Cooked religiously to the directions but just didn't live up to the sell or the price.

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“Terrible service”

★☆☆☆☆

written by on 25/12/2015

Bad service at Putney exchange Waitrose on lead up to Christmas, at check out for over half an hour, while lady tries to pay for shopping with eight different cards, staff did nothing to help sort situation, she then leaves forgetting to pay for half the things in her trolly,so back she comes and we start all over again! Worst part about this was the staff did nothing to help, just watched her, the check out to the side was broken, have found similar poor is store, the staff in general are dreadful.

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“Very poor home delivery service”

★★☆☆☆

written by gillpuk on 24/12/2015

Placed my Xmas order back in October to secure the day & time slot that I needed- 23.12.2015 between 9.00-11.00am. It arrived after 2.00pm. It gets worse- around 20 items were substituted, items were missing, the list from the driver was incomplete, so it was difficult to distinguish what was replaced, some items were substituted but not listed- total chaos, some items were out of stock, despite the order being placed months in advance. Next year,I will try Sainsbury's.

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“Appalling service at Canary Wharf ”

★☆☆☆☆

written by 220Berry on 15/12/2015

Just had an appalling service at Canary Wharf from the Manager (Ernest Dadzie) Really call yourself a manager? (Yes I run 3 floors was his answer) Was in a queue at Customer Service Desk for purchasing 200 pounds worth of Gift Vouchers for Xmas for children's charity and there were 2 positions attended. One by a lady who was serving a customer and the other (this so called manager) who looked busy clicking away and not really interested in serving. As he saw the queue building up, he decided that he was available to serve and served another chap in front of me. Next it was my turn and I asked to get gift vouchers and he said he could not do them and I have to wait for the lady to serve me at the other position to which I said Ok. While waiting, another customer (Lady) walks up to (this so called manager) and asks for the same (gift cards). Instead of telling her he cannot do it as he did to me and wait, he started serving her the gift card. I was really boiling at this point and raised my voice to ask for the manager - On this - he knew what he had done and came from behind the till trying to justify by some faf offering the card to me and to pay at the front tills. At this point, I was in no state to reason with him and walked away with his name with the intention on complaining about him to the Head Office. Well - my business went to Marks and Spencer and was served by a very nice lady there and very satisfied with the service. Never ever again going to shop and this joint ............ and this will be plastered on all the review sites ............

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“Appalling customer service”

★★☆☆☆

written by Marleyd130 on 01/12/2015

Recently ordered click and collect shop from waitrose. Tried to collect it in the Morningside store was passed from pillar to post by rude and disinterested staff. It took twenty minutes to get my groceries which were lying in a corner of the store. Not what I expect from the company that constantly sings its own praises. Complained to customer service who admitted there had been serious issues and offered nothing for the dreDful store experience and my time spent writing to them. I think a company of their standing should definitely train it's staff to a decent level and when the system does fail acknowledge it properly and compensate accordingly.

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“Don't bother with online service shorted dated everything ”

★☆☆☆☆

written by Rhodesvj167 on 26/08/2015

3rd and final online order. Every order I have had has had problems but a weeks worth of meat expiring in 2 days was the final straw

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“THE WORST STAFF”

★☆☆☆☆

written by Indigosky on 11/08/2015

THIS STORE HAS SUCH NASTY IGNORANT JUDGEMENTAL STAFF. IT IS A BAD FEELING PLACE SUCH NEGATIVE NASTY ENERGY. I ALWAYS WANT TO SHOP AS QUICKLY AS POSSIBLE AS I WANT TO LEAVE AS QUICKLY AS POSSIBLE. I ONLY GO TO GET THE FEW ITEMS I LIKE TO GET. THE MANAGER AND CEO DONT CARE EITHER NOT PROFESSIONAL AT ALL. THEY DONT CARE JUST LIKE THEIR STAFF. I NEVER HAVE A PLEASANT SHOPPING EXPERIENCE HERE. YOU ARE ONE OF THE CRAPPIEST WORST STORES. THE WORST THE WORST THE WORST AND THE WORST.

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“Coffee at Waitrose”

★★★☆☆

written by Makenziec285 on 21/07/2015

Both coffee machines at Brent Cross Waitrose not working. Come on Waitrose - your advertising blurb makes such a big deal about this. Nobody around to fix them

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“Waitrose is a good story to shop at it is clean good...”

★★★★★

written by flicksie65 on 10/07/2015

Waitrose is a good story to shop at it is clean good selection happy friendly service, all round a good shopping experience. I would rate it 10/10++++++. some may gripe at the prices but on the whole you get what you pay for every time. Well done Staff and Waitrose.

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