Waitrose Reviews

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★★☆☆☆
2.5 / 5
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  • 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

★☆☆☆☆

“Late delivery, rude driver, arrogant customer service...”

Written on: 03/07/2014 by AnneOther (1 review written)

Internet shopping delivery was late. No phone call to inform me about it. When I called their customer service the first time, a woman told me that she would call me back with an update, which she did not do. I had to call a second time. During that phone call, the delivery arrived. The driver was rude and verbally insulting: He did not apologize for being late. When I confronted him, he said that it was "only 10 minutes" [in that case, Waitrose should have 1 hour and 10 minutes slots for… Read Full Review

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★☆☆☆☆

“Fresh food delivered past its sell by date!!!”

Written on: 16/06/2014 by Shieldsvj149 (1 review written)

Delivery late past its time slot but delivery driver was pleasant. Carried shopping into my kitchen and then rushed off because running late. All the fresh food was within 24 hours of its best before date - and the loaf of bread had precisely 7 hours before it was out of date. Tried to ring branch that delivered it - got through to branch but then the dept responsible for deliveries never answered their phone - just kept ringing and no answerphone. Complained by email to Waitrose.com who… Read Full Review

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★★★☆☆

“produce fine, rude arrogant staff in local branch”

Written on: 08/06/2014 by shopperlady (1 review written)

I used to LOVE waitrose - it's my closest supermarket and I really trust the provenance of the meat and fish. However over the last two years my local branch(north Finchley has really gone down hill customer service wise. I think it's actually a victim of it's own success. The branch is always packed so they really don't have to be too careful about how they treat their customers. On numerous occasions I have been trying to get to something and have faced a blockade of youngsters chatting about… Read Full Review

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★★★★★

“Excellent fresh produce”

Written on: 04/05/2014 by npHay30 (1 review written)

My Waitrose store in Twickenham has an excellent Fruit n Veg dept.So often this dept in a Waitrose store is a disappointment ,but not in Twickenham.,and the reason is that their is a young guy who works tirelessly making sure the displays are good n the fruit n veg stock levels are plentiful.He works away,is always helpful,and knows what he is talking about.He should go up the promotion ladder… Read Full Review

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★☆☆☆☆

“Shocking Customer Service”

Written on: 21/04/2014 by Vanessa100 (1 review written)

I have been trying Waitrose deliveries since January and I find their customer service a joke. Quite often they are late and I have never, ever received a phone call to warn me. This Saturday they were 2 hours late! Substitution is a joke - a few weeks ago the apples I wanted were not in stock and despite a store full of apples, they sent pears! I was promised a phone call from a manager as my delivery was so late. I never received one. I recently received £20 of discount vouchers via… Read Full Review

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★☆☆☆☆

“The worst roses ever!! AVOID at all costs!!”

Written on: 13/02/2014

I ordered a dozen of upper class roses and I am very angry and disappointed with the poor quality. There were holes and black parts on the petals... the quality doesn't even compare with Interflora and I wished I had ordered from them instead!! These are the worst roses I've ever ordered online!! How could they possibly sell these appalling roses?? My girlfriend certainly isn't impressed and it's ruined the surprise. I've complained to Waitrose and they've just ignored me..it just shows how… Read Full Review

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Telsu's Comment

Written on: 15/02/2014

I agree mine have to be the worst roses ever and expect better from Waitrose. Waited in all day for delivery too,very upset.

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★★☆☆☆

“items missing and damaged”

Written on: 07/02/2014

The order arrived 25 mins late which I thought might have been due to tube strikes and transport chaos in London, but have since read that a number of people have had similar experiences. The delivery driver was really nice and friendly. He informed me of the substitutions which I was grateful for as I returned them (tin of lentils substituted for chick peas!). HOWEVER there were items missing from my order- two packets of pasta. There was also a bag of apples which was at the bottom of one of… Read Full Review

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Pennywatcher's Comment

Written on: 15/02/2014

We have had similar experiences with Waitrose and have developed a strategy to deal with it. Phone the actual branch and ask for the driver to come back with the missing/replacement items. The store will say this is not possible but they will arrange a refund and also offer a code for £5.00 off your next online order. It seems to work every time and maybe someday- perhaps - in the end - possibly - you never know - they will cotton on and get their act together.

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★★★★★

“So happy with my whole experience!!!!”

Written on: 07/02/2014

The website was very easy to use. I found everything I wanted. It's great that you can change your order up to a day before it comes. When it came I was greeted by a very friendly delivery boy. I only had 2 substitutions which were substituted well. All the dates were great. At lease a week left on things like milk. I honestly could not have picked the food better my self. It was all so easy, am so happy and will definitely be ordering online again instead of going into the store… Read Full Review

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★★★★★

“Waitrose card”

Written on: 03/02/2014

I recently followed up on some vouchers for Decembers purchases with customer services and they responded within a day and have informed me £25.00 in vouchers will be sent out in the post :) I LOVE WAITROSE… Read Full Review

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★☆☆☆☆

“Waitrose Home Delivery ”

Written on: 03/02/2014

My first time of using Waitrose home delivery service. Eight items were omitted from the order but it contained two bottles of wine that I hadn't ordered. Tried to phone them and got the 'sorry but we are experiencing high volumes of calls, tried to email and received a reply saying We are currently experiencing a high volume of emails, so it may take us a little longer to come back to you. Resorted to commenting on their FB page, which brought speedy action and instructions were given to the… Read Full Review

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★☆☆☆☆

“Poor delivery service”

Written on: 31/01/2014 by ukbirdflu (3 reviews written)

Used the delivery service twice, both times |I had to complain. First time I ordered a piece of belly pork for roasting, when it was delivered there was no skin, so I emailed them to complain asking how was I going to make pork cracklings without the skin. They refunded me and also send me John Lewis vouchers. Second time they short delivered. I ordered two trays of prepared mangoes, they charged me for 2 trays but delivered only 1. I also ordered 2 kgs of belly pork, but only delivered 1.2… Read Full Review

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★☆☆☆☆

“SERVICE DEFINITELY BELOW PAR”

Written on: 11/01/2014

We have only used this service twice and it will be our last! Both times they were late and on the 2nd delivery they made substitutions we didn't ask for and definitely didn't want. How can you think that to substitute wheat free rolls with ordinary rolls will be acceptable!! So we have to go into the store to get a refund and have to queue for the privilege! We should just have gone into store in the first place. The most annoying thing though is that when you email them you wait for ages… Read Full Review

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Leichhardt's Comment

Written on: 03/02/2014

I've had a very similar experience. My first time of using Waitrose. 8 items were omitted from the order but it contained two bottles of wine that I hadn't ordered. Tried to phone them and got the 'sorry but we are experiencing high volumes of calls, tried to email and received a reply saying We are currently experiencing a high volume of emails, so it may take us a little longer to come back to you. Resorted to commenting on their FB page, which brought speedy action and instructions were given to the delivering store to contact me. The customer service operator could do with some communication skills training. I was told that she didn't know why I hadn't received the items as the crate is here, her tone implying that it was somehow my fault for the error. The missing items were delivered this afternoon, no apology was offered and when I handed over the two bottles of wine, the driver seemed surprised as if he hadn't received any instructions to pick up items as well as deliver. To add to the bad experience, the handle of the bag containing jams and a bottle of wine that I HAD ordered broke as it was handed over and it was only a bit of nifty fielding that stopped my hall from being awash in red wine. First order with Waitrose and definitely the last.

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★☆☆☆☆

“Preordered Turkey”

Written on: 31/12/2013 by OldWomble (13 reviews written)

We preordered our Turkey and were given a collection date & time - Brilliant idea - beats all the queues! What a joke! Collected from a table at the rear of the store and then had to queue for nearly an hour to pay for it. Why did they not take the money at the collection point - what a stupid waste of time. Entire lunch break gone on collecting 1 item… We will not use Waitrose again after this fiasco, this is not the service we expect from the John Lewis group. Oh, and heres the response… Read Full Review

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★★☆☆☆

“accuracy and dates not even close”

Written on: 22/12/2013

Good plan- order early beat the crowds sit back and relax. No chance :-( Every item of our xmas lunch substituted they even changed lamb to pork - lucky I am not muslim! Bread all on short dates and xmas veg out if date on xmas eve. Driver on time and apologetic not his fault. Shan't use them again- recommend avoid… Read Full Review

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★☆☆☆☆

“NON DELIVERY ALTHOUGH PROMISED BY PHONE”

Written on: 20/12/2013 by murjangmailcom (1 review written)

I WAS REALLY DISAPOINTED WITH WAITROSE DELIVERY SERVICE. I BOOKED MY DELIVERY TIME ON FRIDAY 20 MAY BETWEEN 2-4. I RECEIVED AN EMAIL FROM WAITROSE SAYING DUE TO DEMAND I WOULD NOT GET MY DELIVERY UNTIL AFTER 8 IN THE EVEING.I STILL HAD NOT RECIEVED MY DELIVERY BY 9.00. I RANG WITH MY ORDER NUMBER TO CUSTOMER SERVICES THE PERSON ON THE TELEPHONE SAID MY ORDER WOULD STILL BE DELIVERED BETWEEN 8-10 AND MY DELIVERY WAS ON ITS WAY. WAITED UP TILL 11 BUT STILL NO DELIVERY AS IT WAS CHRISTMAS I… Read Full Review

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★☆☆☆☆

“Hair found in yogurt”

Written on: 28/11/2013

I visited a Waitrose supermarket in Maidenhead on my way to work and bought a tub of Rachel's Organic Limited edition apple & cinnamon bio-live Yogurt. I opened the sealed yogurt and found a long curly hair in it. I took to Twitter to tell Waitrose and their response was: "Hi xxx, sorry to hear this. If you take the yogurt, hair and receipt back to the branch they'll be happy to help." In the first place It's very disappointing for this to happen at any supermarket let alone Waitrose.They… Read Full Review

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★☆☆☆☆

“Waitrose putting the "Wait" into Supermarket delivery”

Written on: 09/11/2013 by mrShifty (1 review written)

Good food , terrible delivery service and even worse communication . Second time in 4 weeks that they have failed to deliver . Just terrible , no apology no email no phone call - NO FOOD . Hungry child , hungry cat- trip down Drainsburys in the rain -Cheers… Read Full Review

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★★☆☆☆

“Finally had enough of rubbish quality and high prices”

Written on: 22/09/2013 by Bloke443 (1 review written)

Having shopped at Crowborough, Sussex Waitrose for 8 years I had become increasingly jaded by the poor quality (and quantity of food) of their own brands in particular, the high prices of everything, and the sometimes patronising over indulged staff who seem to hang around chatting to each other whilst you queue endlessly. High prices - better service ? - not here. I started trying all the other local supermarkets. Tesco, Morrisons, Lidl all have better quality products with more quantity for… Read Full Review

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★☆☆☆☆

“Apalling from start to finish”

Written on: 20/08/2013 by Consumer Champion (2 reviews written)

I'm generally a big fan of online grocery shopping and have used Ocado for years. It's always been easy to pick my shopping, checkout and then the delivery has been flawless - they arrive on time with everything that I've ordered or with well considered, and optional, replacement items. Given that Ocado have split from Waitrose, and I shop in Waitrose, I thought I'd give Waitrose.com a go and see how it works. Well, in short, it's absolutely terrible. In every way from start to finish. The… Read Full Review

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★★☆☆☆

“Online Shopping from Waitrose”

Written on: 18/08/2013

As a relatively new customer to Waitrose I expected a very good service, but I was greatly disappointed. Over a period of eight weeks I spent the best part of £800 with them. I had missing shopping, gone off milk and shopping that belonged to someone else delivered. Lovely products but the delivery service could be greatly improved. Take note please Waitrose… Read Full Review

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