Waitrose Reviews 307

Diabolical delivery service using dhlecommerce.
Twice I have waited in specially but the driver just left a card both times. Must have waited all of 10 seconds.
I still haven't got my delivery.
Avoid like the plague.

I wish I’d read the appalling reviews before I placed my order with Waitrose Cellar with DHL delivery.
I arrived home 30 minutes earlier than the time slot I’d been given for delivery to find an email saying they’d tried to deliver 15 minutes earlier (45 minutes before their earliest scheduled time)
I rearranged delivery for a couple of days later and they sent no notification of what time it would arrive. I’ve just rung Waitrose and they say it may or may not arrive today. Totally useless.

Placed an order. Order was delivered late. Items missing. Waitrose Cellar credited item and issued e gift card as gesture of goodwill. Placed another order. Used e gift card. E gift card was not accepted. Waitrose explained I couldn’t use e gift card on Waitrose Cellar order. I asked what was the point then in issuing it. They then said (and I paraphrase) tough its all we can do. I escalated and “exec” teams said “we will send you physical gift card for more!” In the mean-time second order not delivered. I cancelled and used Majestic instead! Basically Waitrose Cellar simply do not care!
Update
Waitrose sent a gift card but thought it would be funny to NOT put a stamp on the envelope. It cost me £5 to get the letter. I don't find it funny!! Majestic also didn't deiver and order was "lost", found and eventually delivered (don't use Yodel) However, their executive team were helpful and incredibly generous with gesture of goodwill!

What sort of company sacks its employees for stopping shop lifters.
Well waitrose if you dont support your employees im going to stop shopping there. Hey I have an idea, why not leave your tills open! Saves the thieves abit of time. Its open season in waitress.

Delivery was part loose bottles.
Other delivery two boxes dropped off …literally! Bottles smashed and wine all over.
Customer care was slow and jobsworth
Avoid!

Buyer beware, used this company for 2 reasons, the Run I was purchasing was on discount but mainly because of the brand a brand you think you can trust. I selected standard delivery 3/5 days. It took them 6 days to dispatch the item which in the end I requested to cancel due to delivery time so purchased the rum elsewhere. I spoke to 3 colleagues. The 1st colleague explained she will put a request through to cancel and I will receive email confirmation of this (did not happen) I spoke to another colleague a few hours later as I had a feeling that the colleague did not do what she said she would do, This colleague did request cancellation and received email to confirm that she has requested cancellation and I will revice another email soon to confirm the cancellation (did not happen) 3rd colleague after leaving it for 2 days advised the refund been processed and should recurve this in the coming days and I eill recieve the notification of this (did not happen). I have received notification the item has since been dispatched. Sent numerous emails to follow this up. Very poor service and I certainly will never use this company again lost all faith. Do not recommend

Why are Waitrose cellar using DHL for deliveries? Absolutely useless, and they then blame the sender for not enough delivery information how does that compute? DHL has no easy solution to re arranging delivery.

Waitrose customer service needs to be sorted out, I don’t want a gift voucher, I wanted my delivery when I ordered it. Why would I want a voucher off a company that has already failed and wow £25 that is really generous, not. I turned it down now waiting for my refund, I wonder if that fails to get delivered.

Waitrose Cellar are trading on the once good name of Waitrose.
I placed a large order (6 cases) about a week ago. Previously it was possible to select a delivery date but no more. Not that specified delivery dates were honoured by their rubbish courier DHL.
Apart from order acknowledgement, nothing. I tried to email and have just spent in excess of 20 minutes to speak to someone in a call centre in Outer Mongolia I believe, who after some time advised me that my order has still to be collected from them by DHL.
There are plenty of other retailers offering discounted wine prices, some with cheaper bottle prices that Waitrose, so this will be my last order with them

Waitrose are making it harder for me to order I had an account with them but after trying to fill in the order details they are asking for me to complete new details ,very frustrating ,I Used to ring them up order and pay,used to have a little chat ,now PIA, and now charging delivery.
As the dragons say ,we're out

My order never arrived for collection, I never received an update and I have phoned twice for a refund. II was promised it would get sorted and they would confirm in an email. I still haven't had a response or a refund. Dreadful customer service. I would never use them again or recommend anyone to use them either.

Ordered some wine on Friday, charged £5.95 for carriage and still not had any notification of dispatch. Won’t use again.

Unfortunately they used DHL Commerce for their deliveries, despite knowing how bad this company is. Was charged extra postage (expensive!) to choose a specific delivery date. Have been informed that they will not be honouring that date and I also won't be refunded the additional postage charge either. Until Waitrose Cellar use a reputable delivery service to respect their customers I won't be ordering from them again.

Attempted my first order its been a awful experience. The order wont go through. I thought it was a glitch, left it 24 hours and then used a difference device. The same result. I make online orders every day, so I know its not at my end.

Sent 2 emails, no reply. Called customer service, no help. Refused to take my order over the phone.

I thought Waitrose would offer a good service, but cut price grocers do much much better.

Its as if they don't want me money!

This review is in regard to WAITROSE CELLAR and not any other part of the company. I ordered a surprise gift for a family member and Waitrose Cellar passed the delivery to DHL who failed to deliver 3 times, with questionable excuses. All Waitrose did was to believe DHL rather than me (their customer)and offer me a gift certificate. No effort was made to offer an alternate delivery option and none of my follow up emails were deemed worthy of a reply. The parcel is due for delivery a week late but I have said it is to be returned to Waitrose Cellar and I want a full refund. I am awaiting a response to the second email regarding this.
I must end by saying my experience (the 2nd) is with Waitrose Cellar. My experience with Waitrose food both online and instore has been without fault and the food division is exemplarily. In now way should the poor actions of Waitrose Cellar reflect on the other divisions.

Unfortunately my order with Waitrose Cellar was 'damaged in transit' by DHL. The Customer Services partner in Cape Town, Hammaad M, was very professional and helpful in dealing with the issue and I received a replacement order less than 24 hours later. Great Service.

No response to any feedback. Demonstrating a further lack of care and consideration.

Very disappointing experience. I paid for premium next-day delivery specifically to ensure my party order arrived on time. However, two days later, only a partial delivery has arrived, with the majority of the order still missing.
Customer service was notified promptly, but despite this, they were unable to guarantee delivery in time for my event and offered no workable solution. This completely defeats the purpose of paying extra for a premium service or relaying on reputation.
The lack of reliability and absence of a proper resolution caused unnecessary stress and disruption. Unfortunately, based on this experience, I cannot recommend using this service, and not for time-sensitive orders.

Our Christmas order was lost. No one at Waitrose Wine Cellar contacted us. When we contacted them they said we should contact DHL. DHL could not find the order. When I complained to Waitrose Customer Service (I have been a customer for 15 years) they said Waitrose Wine Cellar was a completely different company and nothing to do with them. I will never buy from Waitrose Wine Cellar again and it has also given me a very poor opinion of Waitrose and John Lewis. Great shame but to be avoided.

Great food — but what’s the point if you can’t actually get hold of it?
I recently placed an online order, booked a delivery slot, and waited with optimistic anticipation. Unfortunately, only two of the ten items I ordered actually arrived.
I then contacted my local store and was given five different dates for when the missing products might arrive. According to both store staff and customer services, no one seems able to say with any certainty when — or if — the items will reappear. This has become a familiar response when asking about product availability at Waitrose.
It’s not just frustrating — it makes online shopping feel like a gamble. One would expect a company of this quality to have clearer visibility of its supply chain and product availability.
I hope this is something Waitrose can improve, because the food is excellent — when you can actually buy it.
P. S. As a gesture of goodwill I was promised a £10 gift voucher by customer service two weeks ago. which like the items in question, never materialised.

A lady called Shamira and a manager that did not listen on 31/12/25 at contact centre extremely poor.