Waitrose reviews

Waitrose reviews

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Utterly hopeless…..!!!

Tried once more after a long time - just to have yet another delivery nightmare.
No orange juice, no salmon, no chicken, no vegetables, no raspberries - in other words no fresh groceries were available although ALL went through o.k. in the online ordering process. Ruined supper, embarrassing, had to get take away…
It should not be allowed for companies to behave like this.
Deceitful, unprofessional and utterly frustrating!
AVOID - ocado is worlds apart.
PS: I had substitutions disabled after having received inferior and unwanted products before….
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Waitrose online shopping just does not work

Local store (Lymington) has friendly and helpful staff. They asked us to try online delivery when it launched, which we did, only to have our order cancelled 1 hour before delivery time with no apology or follow-up. This month we were asked by Customer Service to please give them another chance as the system had settled down. So we booked a morning delivery and placed an order; around 1pm we received a phone call advising a delay and rescheduling delivery to "before 4pm". Nothing arrived. Called Customer Services Manager who apologised and explained that the store was having difficulty coping with demand and all senior management were on holiday. We gave up. Just before 7pm a Waitrose van arrived with three small bags for us containing about 15% of our order. The young delivery driver (Adam) was brilliant and keeping calm and pleasant despite having faced the full force of customer irritation for some hours. We certainly did not blame him as the problem was clearly one of system and management failure. He did say that all affected customers would be contacted, but we have heard nothing. The online delivery service seems flawed with staff having to pick food off the store displays rather than a dedicated warehouse with computerised stock control to check what is available. Also, when visiting the store the shelves are not always fully stocked as items have been taken by staff dealing with online deliveries. The store has sufficient shelving capacity and storage for those visiting but not to cover online customers as well. Restocking the shelves is obviously a problem. Time for Waitrose.com to go back to the drawing board. We shall not be trying it a third time.
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Perfection!

Have to agree with Elisabeth, I regularly use Newton Learns, occassionnaly Byers Road and Comely Bank in Edinburgh! The partners are always happy and friendly, the store is spotless, and the food quality is out of this world. The quick scan thing is awesome, and the café Devine! Only complaint...I've put on far too much weight because of this company! Oh, and their self scans are less fussy than other places, only thing is they don't take cash?!
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Waitrose is the supermarket I trust most, by far

I am really shocked by the negativity in some of these other reviews. I have been shopping at Waitrose since they first came into existence and I don't think I have ever, in all that time, had cause for complaint. My local branches are Fulham and Putney and I have NEVER witnessed any of the rudeness commented on elsewhere in these reviews. In fact just last week a member of staff at Fulham was so exceedingly helpful that I especially filled in one of those 'how did we do?" questionnaires in order to praise him.
I find their merchandise a huge cut above the other supermarkets and their staff cheerful, friendly, helpful and efficient.
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HIGHEST REGARD FOR WAITROSE

I have been shopping online for 2 years now at the NEWTON MEARNS BRANCH near Glasgow and I just cant understand what people are writing in this review section.
Every Friday my groceries arrive between 11-1p.m. and on the odd occasion the driver will give me a wee call to say that he has been held up in traffic but that's very rare.
In comes BIG SMILLING STEVIE a real genuine guy nothing is too much trouble knows that I have arthritis in spine puts the shopping up on the counter top makes sure everything is o.k. IF he is on holiday they send either FORBES OR GRAHAM so no matter who it is they are all very nice staff.
Same goes for staff at NEWTON MEARNS they are a really nice bunch any problems they are onto it right away. I feel its just one BIG happy family and nothing is too much for them.
I have had a nasty wisdom tooth removed on Tuesday and face is out like a ball Stevie the driver was ever so concerned and wished me well going out the door.
So can you tell me where are those problems coming from? Are the complainers genuine or is it a lack of tolerance that's wrong?
This store is spotless staff nice and if something is wrong the put it right.
not forgetting the team at customer services in England all that I have had dealings with are really nice people so thats why Iam giving 5/5
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Staff complaining about shift patterns in front of customers

On many occasions going to my local raynes park waitrose, I find I hear the staff complaining about their shift patterns in front of customers. This is not acceptable, inappropriate and rude.

Today was really bad in that at the cashier, the lady staff member threw the next customers groceries over mine before I had finished packing my shopping bag. Also I found her rude when I needed to run off and pick up a copy of my daily telegraph newspaper.


Not the kind of service I expect from waitrose.
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excellent attentive staff

Went out of their way to help me even though the store was very busy
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Terribble Customer Support providing false info

I spend over 30 min on the phone trying to sort simple issue with them, and at the end I end up with nothing what was promised.
The CS is terrible as they seems like you bother them as a customer who try to figure out why the promises aren't kept!

EDIT. Sp they get back to me promising to sort me our, here is email:
Dear Luke

Thank you for replying to confirm your postal address.

I've arranged for a letter and gift voucher to be sent to you which will go out within a working week.

Thanks again for letting us know about this. If we can help with anything else please let us know.

Kind regards

Dean Baker
Waitrose Customer Sales and Support

Now it is end of working week and I still didn't received anything. They are like Vampires, I spend so much time to sort this out plus phone expenses , all for nothing.

Don't bother with Waitrose, they are liars and attention whores
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Waitrose online shopping big disappointment due to short sell by dates & substitutions

I have just received my third delivery from Waitrose and for the third time Many items had short sell by dates (one or two days) ,broccoli was yellow, and on the first week two fresh(?) fish items were out of code on the delivery day! I should have stopped there but decided to give them another chance - never again - I'm going back to Sainsburys.
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Shocked by Fulham Waitrose staff!!!

I'm in the 'live and let live' category of life and I like shopping at Waitrose, but after tonight I will explore my options. Popped to the Fulham branch to grab a few things. The staff were screaming and shouting over the customers very loudly. Almost got knocked over twice as they ran around the isle trying to avoid their manage and work. Neither apologised as I and others had to jump out the way, just gave me and fellow customers a very dirty look. Other staff were putting things in their backpacks, none to sneekely and giggle their heads off.

As I was waiting in line to pay while they literally threw out of date products into a 10p trolley next to people who were trying to pay, I heard a lady ahead of me say to the telly, 'Your staff don't seem to have much regard for customers!' When the teller ignored her, she asked if she heard her, and this was the reply.
'DONT CARE!' With a rather nasty shrug of her shoulders.

I have never seen staff behave so badly in any store ever. It was very uncomfortable and felt aggressive and hostile.

There were an elderly couple, who tried to ask for help, and were turned on aggressively by a young staff member, that they put there shopping basket down and walked out.

I'm so ashamed to see how they treated the elderly customers, it made me feel ill. Have this new generation really go so little empathy and manners towards there fellow human beings, if so we are really in trouble here.
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Substitution Policy a Farce!

I like Waitrose stores, but don't live very close to any. So I was delighted when deliveries became available in my area. I have just received my 4th - and last - delivery! Because I am fed up of being ripped off in the substitutions. Every time there has been a substitution that is completely inappropriate. Every time I have phoned the store, and they have agreed with me. But they do nothing about retraining their staff.

Today I received a substitution for a Waitrose own brand baking item which was out of stock. The substitute Dr Oetker item was less than a quarter of the weight of the original (it was sachets, not a pack). So I consider this goes totally against their policy of "Our substitution policy means that where an item is unavailable, we will always substitute for the same or higher value, but you will never pay any more.”

I have ended up paying over 4 times as much!
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Animal Abuse

Did you know that waitrose apparent high welfare standards are not true in the slightest there are lying who treat their animals with inhuman cruelty all chickens are caged in cramped spaces and their beaks ripped off by force. Their pigs are beaten by metal poles and castrate male pigs in the most awful manner I will not be returning
All information was from a undercover investigation
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Superb Service

Frankly I find the reviews on this website difficult to believe, I have been using Waitrose Deliver weekly for three years and whilst there have been occasional problems, as one would expect with over 150 deliveries, nothing to warrant such awful reviews. Perhaps it depends on the individual branch.

However I am very happy to get my weekly grocery order from them.
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LIVE MOUSE IN MY SHOPPING

I AM NOT KIDDING THERE WAS A MOUSE IN THE BAG IT WAS ALIVE AND ROAMING IN MY FOOD.

FIRST TIME SHOPPING WITH THEM ON THE SITE. WHERE ARE THEY RUNNING THERE LONDON DOT COM BUSINESS FROM THE FOREST?

NEVER AGAIN WILL I SHOP IN WAITROSE ANY OF THEM. TRIED TO CONTACT CUSTOMER SERVICES 10 MINS NO ONE PICKED UP

I DONT WANT ANYTHING TO DO WITH THE BRAND HEAVENS FORBID WHAT ELSE GOES ON IN THERE CENTRE

THE DRIVER DROPPED MY SHOPPING AND LEFT ME WITH A MOUSE TO DEAL WITH LUCKILY IT GOT OUT OF THE HOUSE AS THE DOOR WAS OPEN

WAITROSE YOU HAVE FAILED
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website waste of time youll starve to death befor compleation

never again 3 years on many emails to customer help ,telling them whats wrong and how to fix it,so thay dont deserve any points.
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complete waste of time

made an error entering my new email address, have spent hours on phone trying to sort it with customer services (ha Ha). quicker to drive to store and back. Needless to say customer services unable to sort out access to account.
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Poor delivery service

Used them for the first time online and wont be doing it again. The time slots are a stretchy 2 hours and the driver was over 55 mins late. To be fair they did call however it still took far too long to wait in on groceries - sticking to Sainsbury's!
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ran into my house with their van!

waitrose online delivery from hitchin ran into my house with their van, and 5 weeks later I still have two holes in my wall. Trying to get any action is like pulling teeth and they remove posts to their facebook page even though they are completely civil. Guess its hard to rate them even one star!
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Waste of time

Decided to try Waitrose's online delivery service. Had booked a one hour slot first thing in the morning. It didn't turn up. Nobody got in touch to say that it would be delayed. A call to the customer services team at 8:15 am wasn't much help. They didn't know where the driver was and so didn't know when the delivery would arrive. I had to leave for work so they promised that someone would be in touch to rearrange same day delivery.

I received no call. I chased again and found that actually they couldn't deliver and that they'd be offering me a refund. No alternative delivery times were offered - just a voucher for my next shop, which seemed a bit of a joke given all I wanted was my shopping to arrive on time and without any fuss.

What a shambolic waste of time Waitrose.
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Never again!

Our experience is exactly the same as some others posted below - placed first order after seeing the free champagne offer in January and when it was delivered a number of items were missing including the champagne. I was told that the local store would be in touch to arrange delivery and nothing!!! A follow up email to customer services as also been ignored. Very poor indeed!

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Waitrose Details

About this company

Buy quality groceries & wine from Waitrose. Free delivery on every online order. Over 5000 recipes & local branch information.

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