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

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

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!!!

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.

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 .

i thought the shop was rubbish

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.

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.

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.

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 ............

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

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.

My previous love for (and loyalty to) Waitrose has been completely eroded by their new policy of requiring customers to ask for a coffee cup at the Welcome Desk before taking advantage of the free coffee 'benefit' to myWaitrose cardholders. While I understand that the free coffee was being abused, surely this was anticipated and should have been addressed before the scheme was implemented and the new policy has been implemented without adequate training or staffing (the Welcome Desk is frequently unmanned; staff direct you around the store to eg the bakery countery who then direct you back to unmanned Welcome Desk or to queue at a till simply to get a cup. Most crucially, they also appear to believe they can be rude or ignore you simply because the item you're asking for is 'free') and without thought to the negative reaction elicited by, effectively, withdrawing a 'benefit' or making customers feel like they have to beg to receive it. The 'free' coffee is, remember, not free - it is consideration for the collection and use of our personal and shopping data via the myWaitrose card. Other stores offer money off benefits tailored to the items you buy most. Waitrose offers a coffee that costs it perhaps 10p. This makes it even more distasteful that the store and its staff make us feel that they are giving us something we should be grateful for. I have voted with my feet and my spend with Waitrose has fallen at least 80% since mid-April when they implemented the new policy.

My husband and I love mussels in garlic butter sauce which we had last week. I thought we'd try them in white wine sauce this week and what a mistake that was!! As they were cooking, a putrid stench filled the kitchen and went throughout the whole house. Our son came in and held his nose saying, "Ugh what is that terrible smell? It's like a mixture of poo and wee!!" To be honest, he wasn't far wrong! It was a miracle that my husband ate them but he was starving! Unfortunately, I could only manage to eat a couple as the smell was too much. I can definitely say we will not be having those again!! We will stick to our favourite mussels in garlic butter sauce! I'm sorry to write this review as we usually love the Waitrose range but it had to be said.

1. NEVER RECEIVED A RECEIPT 2. DELIVERY WAS SUPPOSED TO BE BETWEEN 9-10, ARRIVED AT 10.40 3. INITIAL TOTAL FOR THE ORDER WAS 50£, I WAS CHARGED £59, AFTER COMPLAINTS, I WAS CHARGED £48. 4. REPLACED AN ICE CREAM FLAVOUR WITH ANOTHER I DID NOT LIKE 5. DELIVERY MAN DID NOT PROVIDE A RECEIPT AND DID NOT TELL ME ABOUT MISSING ITEMS OR REPLACEMENTS (THERE WERE BOTH REPLACEMENTS AND MISSING ITEMS) 6. I HAD TO MANUALLY TELL MY CREDIT CARDS DETAILS OVER THE PHONE TO AN UNKNOWN LADY. 7. WRONG SERVICE, THEY HAVE NO IDEA WHAT THEY ARE DOING 8. STILL WAITING FOR MY REFUND 9. THE TOTAL ON THE RECEIPT IS NOT THE FINAL ONE, THEY CHARGE EXTRA LATER WITHOUT ASKING ANYONE --FIRST AND LAST TIME SHOPPING. NEVER AGAIN !!!!

This review concerns an experience at Waitrose Swindon's café 16/3 late in the afternoon. We stood by the till for several minutes whilst being ignored, were then perfunctorily told we were no longer eligible for free tea and coffee as their terms had changed. This conversation was delivered with utter disinterest. Later we decided to ring the store and complain to the manager who also displayed a manifest lack of interest and then proceeded to appear to explain why it was our fault we were not aware that they had changed their policy etc. It was poor service and, frankly, a poor explanation of that service. One of the aspects of Waitrose is that they endeavour to make shopping in their stores a positive experience, for which pleasure one pays a premium. If we are treated poorly why on earth would we bother shopping there? Could do better Waitrose - much better!

I bought a couple of Waitrose Organic Milk from Nottingham on 5th March. Opened the first bottle on the 7th March and made tea and coffee for my husband, myself and a couple of friends who poped in to say Hi! In less than 10 minutes we all had strong abdominal pain and were queuing for the toilets. The only thing we all had in common was the milk. I checked the bottle label - use by 10th March. It didn't have any strange smell, it didn't curdle when in hot drink; it did look, smell and taste as a good milk. And the bottle wasn't open before. I was womiting All night and had a horible headache. I am very disappointed. I didn't expect food poisoning from Waitrose organic milk. I can't see or touch milk now, it may take weeks till I may have another cup of tea or coffee.

To download my promised £20 voucher I received an email saying I could print it. But you cannot just print it you have to allow some coupon company access to your computer to make sure the bar code prints out properly! Well, after a great deal of hassle and a waste of printer ink and paper on a test coupon I finally got my voucher. What a stupid, awkward, unfriendly, time consuming system! I get vouchers from other retailers without all this hassle. They just put it in the email and if the bar code cannot be read then the numbers underneath are tapped in. Really, I expect better from Waitrose. But then based on my one & only experience of buying on line, which was truly dreadful, why am I surprised?