Waitrose Reviews 6,960

The online delivery service is a real gamble. Sometimes drivers helpful
But quite a few aren’t. They can see my husband is disabled but they chat away on personal calls on mobile. So lacking in attention that they left their trolley on our drive and it took week to be collected. We’ve had broken bottles of wine/beer and no attempt to help clear up unlike ocado !! One week they delivered wrong order to us… lucky my husband noticed cat food.. we don’t have a cat. The customer service team have a script and if not on it they can’t help. Unlike Ocado who service team sounds like everyone favourite grandma!! Get real
Waitrose! Whilst the e cards by way of apology are helpful I’d rather have better service and stop a heart stopping moment when van arrives to see what catastrophe unfolds

My wife went into the Allington store Midkent to exchange a bag for life we have kept for years to discover the contract we had for the bag is a lie. My wife spoke to the manager who refused to honour the original contact stating "that it was policy". The bag originally cost 10P and the current replacement cost is £1. I cannot believe how much customers are to the Waitrose partnership!

Poor customer interaction and lack of respect at Sandersted store when returning food that had gone rotten. Refused to counternance replacement or refund and the supposed Store Manager did nothing to help after the assistant all but called me liar when I could not produce a receipt, I always refuse one when asked by the self checkout. This store has changed so much since it opened and really is not worth the effort to travel there as some of their fresh food is in an awful state.

Disgusting and they know why

Where to start, Waitrose gives a whole new meaning to “fresh” food in particular fish products, I was never aware that when you go to the fish counter to see the “fresh” fish that 90% of it has been frozen a month or more ago and shipped to the stores frozen and they decide in the coming weeks/months when to put it out on display, this also applies to pre packaged fish including the No 1 range which always smells bad, and I recently discovered it also applies to fish cakes etc I was in the Ringwood store and reached back to get a pack (trying to avoid the ones that expire in about a day) and when unpacking I discovered they were solid which frankly I find this practice disgusting and misleading on so many levels, what if I cooked some and froze what was left without knowing it had been frozen for a couple of months before I bought it? I’ve never ever had any smelly fish from M&S and although it’s further away it’ll be worth it and allow me to enjoy food and understand my risks

If I could give zero stars I would. Mysteriously Waitrose keep cancelling my orders on the day of delivery. It’s incredibly frustrating and luckily I didn’t have anything special in the pipeline needing my groceries on the day. After phoning in the first time to report my delivery had not arrived I was assured ´terribly sorry madam this will not happen again’, after they tried to blame it on my credit card provider (it wasn’t them) then after much toing and froing with customer service and several failed attempts at ordering I finally managed to get a delivery. Thinking everything was fine I ordered again, only to discover after waiting all morning that the order was once again, cancelled by them. I have never had this problem with Tesco or Ocado. What can I say, other than I’m done with you Waitrose.

Visited a store only to watch as a really aggressive shoplifter looted whatever they wanted. Zero intervention from store staff who are clearly scared and can't risk their jobs. As a result left the store since it's clear the business isn't going to protect me from such criminals so it's unsafe to shop there.

I had an issue with Waitrose overcharging me, and when I drew this to their attention I was met with a foul, sarcastic passive-aggressive response from one of their Customer Care Team. Here’s the thing that maps out the future decline of Waitrose. When I tried to complain about this particular member of staff, I couldn’t get past them. They investigate any complaints about themselves! Unbelievable, and a very clear marker as to why Waitrose will never learn from customer feedback. Every complaint it seems is kept in isolation and buried by the staff member who is being complained about. The best way to avoid the frustration of this loop is to just not shop there!!

I ordered party food online on the 11th April. It said that they needed 4 days notice for the 2 sandwich platters. In addition, I ordered the 24 cheese and caramalised onion mini rolls. My order was confirmed, happy days.
My delivery was due on the 18th April.
At 07.01 on the 18th April, I received an email from Waitrose with the heading - 'Order receipt' I didn't get up until 9am, and it was a busy day for me organizing the party and I didn't open the email as I thought it was just the receipt.
My order was delivered on time. To my horror, the Vegetarian sandwich platter 20 pieces and the Party sandwich selection 24 pieces were not there! Instead, There was 4 packs of egg mayo sandwiches (16 pieces when I cut them into quarters) and 3 packs of mozzarella & tomato wraps, 2 in each pack.
I did receive the 24 cheese and caramalised onion mini rolls and they were delicious.
I now had 16 quarters of sandwiches instead of the 44 that I was expecting, and 6 wraps that were not very nice.
When I read the email that I had received at 07.01 on the day of delivery, it advised me that the Vegetarian selection was not available, and they had not charged me for it. There was no mention that the 24 piece Party food sandwiches were not available. At 14.02pm (3 hours after my delivery) I received an email advising me that I would recieve a refund for the 24 piece Party food sandwich selection that they didn't tell me was not available and would not be delivered. They did refund me the money on the same day.
Panic, I didn't know what to do it was only 2 hours before my guests arrived.
- if they need 4 days in advance for the order why can't they tell me in advance, even the day before that my order would be unavailable and not be delivered.
Included with my order was a bunch of flowers and a gift card for £10.00. It was a nice gesture, but unfortunatly my guests couldn't eat them!
My best advice is - DONT ORDER PARTY FOOD FROM WAITROSE!

I am very disappointed with the introduction of electronic shelf labels (ESLs) in all UK stores. Full implementation is planned for 2026. These digital price labels will allow you to change prices every minute. You will only add to the confusion, anger, and discouragement that already exists in your stores. I will definitely stop shopping at your supermarket.

I had previously ordered with likes of Morrisons, Asda, Sainsburys and Ocado. I haven't been a Waitrose fan for long, in fact quite happy, until two days ago.
I did a Waitrose shop. Amongst my order was a pizza and grated cheese. I had it delivered at 20:15 on the 17/04. On putting my items away I noticed the pizza and grated cheese had a use by date of 18/04.Honestly, as the cockneys would say, are you having a giraffe? It's not doing Waitrose any favours is it? In fact I'm very displeased and cutting ties. I've not had this scenario from Ocado nor Sainsburys nor Morrisons (although Asda have pulled this stunt before).
I'm now thinking is this the shape of things to come from Waitrose?
I could always resort back to Ocado and get M&S stuff, according to AI M&S does have the greater edge, which would be a shame cos I do like Waitrose products too, NOT if they've got a 225+ minute usage...

Please can you fix the disabled toilet.
The toilet has been out of use for a long period of time and this is not what would be expected from Waitrose.
It is otherwise a great shopping experience and they offer a free, greatly appreciated hot drink to cardholders.
No other shop does this, that I am aware of.

Please action repairs immediately. (Wilmslow) management.
Thank you.

Very disappointing experience with Waitrose.

During a recent delivery, my front door was scratched while the driver was bringing crates into my home. The damage appeared immediately after the delivery and there was no prior damage.

I provided clear supporting evidence, including door camera footage showing repeated trips through the doorway with crates and audible impact sounds consistent with contact being made. Despite this, Waitrose rejected the claim, relying solely on the driver’s statement that they do not recall causing any damage.

While I appreciate that this damage was not intentional it still occurred and requires remediation.

The complaint process was also poorly handled. I was told a damage report would be completed, but no one contacted me and I had to chase for weeks following which they simply dismissed my claim.

Overall, this does not reflect a fair or thorough investigation, and it is disappointing that a company like Waitrose would not take responsibility in these circumstances.

The worst steaks we've had in years.
Both my husband and myself could not finish our rump steaks, they were so tough and chewy.
Come on Waitrose you need to get your act together. I absolutely love shopping in your store, but unfortunately it's not only the steak which is the latest run of disappointment's the fruit and vegetable are also often below par.
I don't want to shop elsewhere, I feel loyal to you but I am losing confidence.

I thought waitrose was one of the better supermarkets ... but they put unhealthy chemicals in foods just like the rest!! Trying to choose their bread products, read the label and then decide if your health is worth the risk!!

Inorganic phosphates like Dipotassium Phosphate (E320 (ii)) are highly absorbable – meaning they enter your bloodstream almost entirely. Excess intake has been linked to health risks, especially in people with pre-existing kidney and cardiovascular conditions.

Website is awful. It kept locking me out when I inputted my password. Google advised to wait a minimum of 60 minutes to reset with different password. This happened 3 times one evening and a further 3 times the following day. Difficult to think of this many new passwords! Rang Customer Service who said would send reset link. This didn’t work. Their only advice was to wait a few hours and try again. Honestly who wants to spend this much time trying to access an online grocery store! Filled in a complaint form and miraculously the website opened for me and I added to my order BUT when i needed to add a further item to my order the whole rigmarole started again.
Waitrose Tech - sort this out. I don’t mind paying Waitrose prices, their food is generally good - I just need to be able to access the website without all the palaver.

I am a regular customer at Waitrose and am happy with their products. My concern is security in the car parks. My nephew has had 3 bikes stolen at the Surbiton Waitrose and then this week, in broad daylight, another bike stolen in the New Malden branch. I assure you that he is meticulous about locking his bike but thieves are clever, and quick. Other cyclists, BE AWARE!!

Very poor customer service. Food is sometimes poor quality particularly fresh food which isn’t fresh! Brown leaves and limp and nobody is interested. The people who deliver are very helpful generally but Waitrose like to fob you off if there is a problem and then ignore you. Ocado is so much better dealing with problems. Very disappointing.

I usually use Ocado but one of my regular items has been out of stock for a few weeks, so thought I'd try a test order with Waitrose. The one item I really wanted, and was the reason I placed the order for, was substituted for something unsuitable so that was returned with the driver. Other items had only two to three days before expiry, which is no good if you're trying to do a weekly shop. A few items had longer dates, but having been delivered on Thursday, most items need using by Sunday. The fact that they won't deliver with bags is another negative point. Why can't they do a bag return scheme like Ocado? The driver was pleasant and helpful, hence two stars instead of one, but they've not convinced me to switch from Ocado for anything other than a small occasional order.