Waitrose Anmeldelser 

My experience with Waitrose West Byfleet — and subsequently its Executive Office — has been appalling.

Waitrose itself acknowledged in writing the “extremely poor service” I received and that “no assistance” was provided. It confirmed that CCTV was preserved and that the employee concerned was part of a formal investigation.

Yet the subsequent response sought to characterise what happened as merely an “oversight”, on the basis that the employee supposedly did not realise I had mobility restrictions until she saw me leaving with a crutch. I find that explanation profoundly troubling. Disability inclusion cannot depend on disabled customers looking sufficiently disabled before they are treated appropriately.

The handling of my formal complaint was equally shocking. Despite requesting escalation, the matter continued to be handled by an Executive Office Case Manager, with no meaningful senior accountability and no substantive explanation of what the formal investigation actually established.

They thank me for my “feedback”. And after a lot of back and forth offered an e-gift card with a dismissive explanation. I did not raise a serious disability-related complaint in order to receive a shopping voucher. I wanted accountability, answers and evidence that meaningful lessons had been learned.

Waitrose says it prides itself on being inclusive. My experience at West Byfleet, and of the Executive Office’s handling of my complaint, fell strikingly short of that claim.

Disabled customers deserve considerably better.

£10 for a shitty meal deal. The salad contained less calories than a handful of mud. Get it together you guys, complete joke.

Waitrose, Clifton, Bristol:
1. There have been no recipe cards for at least a year;
2. Waitrose Weekend has not been delivered to the store for about 4 weeks.

Met my 18 year old son for coffee and then did a basket shop in Waitrose for myself. At the checkout I was asked for my ID for the paracetemol - apparently have to be over 25. I showed this and then my son was asked for his which he did not have on him. I therefore had the paracetemol taken away and could not buy it. My son had nothing to do with the purchase - he was just accompanying me before we went home. Apparently it is the same with alcohol. So do not go to Waitrose to buy drugs or alcohol with anyone 25. Absolutely ridiculous!

This is the second time I have used Waitrose delivery. Both times it has failed to arrive on time and today they kept shifting the delivery time forward. When I called to say that I would be out and couldn't stay at home any longer and to deliver later in the day, they still attempted delivery and have now told me refund will take 3-5 days.

They should be falling all over themselves to return my money today or organise a new slot.

I will never use them again.

Surprised to find so many poor reviews but understand now as I recently had contact with a customer care agent who clearly was not helpful in seeking to grant a gift voucher for an item I was overcharged for, After supplying a clearly legible copy of a receipt i was told it wasnt clear enough and then went on to waste my time requesting bank details after which time I smelled a rat and chose to forget the matter. Shockingly poor experience and will still shop with Waitrose but forget their customer care?

Waitrose Checkout !! Crimanal behaviour ,
My order was £123.08 but as we know a little more is allocated from our bank incase of actual weight changes espcially for meat and fish until the date delivered for your shopping.
However over £20 extra was taken over the top to £143.56 !
Beware folks its one thing to pay £8.06 for an Ex Large chicken full of starch injections but quite another when delibrate theft is occuring and Waitrose cuts you off the phone after waiting 20 minutes on hold to talk about it ......from this point on I hope every reviewer stands up for THE CUSTOMER WHOM WILL NEVER AGAIN SHOP AT WAITROSE either on-line or in store! ENOUGH !💥

I usually have no issue with the quality of Waitrose products but I'm sick and tired of their policy on online offers. They will offer, say, 3 items for £12, which typically represents something like 20% off, but then they'll only be able to deliver one or two of the three, whereupon instead of honouring part of the offer by charging a pro-rata amount for the items they are able to deliver, they will charge you the full price for them. It leaves me feeling cheated, and I've complained several times about it, but it just carries on. I want to pay the price I've agreed to at the checkout, not a higher price I haven't agreed to, just because Waitrose can't hold up their end of the bargain. Other online supermarkets are able to get this right; why can't Waitrose?

To Waitrose would like to leave a note about a member of staff "Montana" ho genuinely deserves credit for her hardwork in delivering a higher costumer experience. Im an earlier costumer and whenever i get to experience her lovely service is enjoyable and inviting. She smiles everytime and that pays off my day. Thank you and im willing to visit this shop more often .

If I could give no stars for online Waitrose I would. The delivery drivers stand and watch or are on their phones as my disabled husband struggles to unpack deliveries. Worst delivery service and customer care non existent. They hide behind WhatsApp or else you get someone on phone who can only answer standard questions. They promise that it’s being attended to but it’s not. High prices and rude ignorant drivers. Tescos drivers helpful but Waitrose getting worse. Had wrong delivery as driver mixed up pallets and had money taken twice for a delivery !! Who do you complain to ?

If there are worse customer relations anywhere than Waitrose, we have yet to find them. Try making a complaint about an item and you will not be given a refund and certainly no apology. Try ringing the branch to speak to a manager and the phone will not be answered. Try ringing customer relations and the person who answers will be unable to spell. Try writing to the Managing Director Tom Denyard - which we did three times - and if you are fortunate enough to receive a reply, it will have been generated by AI. Oh yes, and don’t risk buying a chicken from the Stratford-upon-Avon branch. We made the mistake twice.

The Jesmond Store has just been refurbished and its brilliant, i love it. I would also like to say how exceptional the staff are. They are kind, warm and helpful. I go in regularly and they ask how I am today. It is small personal interactions which make the Jesmind store unique..

I recently starting shopping online with Waitrose supermarket and must say I have had a positive experience on each occasion. They offer a wide range of products with varied offers on some products too. Today my delivery driver was Vincent from the Greenford branch. On first meeting him at my door he had a warm smile and pleasant demeanour wishing me a good afternoon. He even offered to remove my shopping items from his baskets. A perfect gentleman as are all my delivery drivers so far from Waitrose.

I had my account hacked and someone placed an order on my account using my stored card and 2 weeks later Waitrose has not even responded to my email and blocked my account to investigate. No one has reached out to me or bothered answering my complaint. I have never come across such poor customer service

Online deliveries: I am writing to routinely flag three recurring issues with my weekly deliveries:: 1- Supermarket delivery pickers are complicit in theft when they intentionally overpick items—such as giving six packets instead of one while only charging for one, 2- The packers lack basic common sense, like placing heavy cat litter on top of soft, crushable items, and 3- Orders are suffering from excessive condensation immediately upon delivery from the van and 4- Online orders are charging for missing items! When will they actually take this feedback properly and instigate improvements?

Waitrose Richmond is a disgrace. High prices, rude staff, poor products and deteriorating infrastructure. A shame on the brand…

Great to see Waitrose is finally listening to customers re vouchers on their loyalty card. Now I get 50p off a variety of items in one section ie milk.

I also have to say that the mix and offerings are so much better than other supermarkets. Just a pity the prices of things are much higher eg frozen cold water prawns 300g £6. In Lidl for the same product price is £3! I guess you can't have everything which is why most folk shop around, but Waitrose is still worth mooching in. Their wine dept is still the best.

Absolutely appalled by my experience at Waitrose Wilmslow. A supervisor who thinks very highly of herself was exceptionally rude as I overheard her talking about me to a colleague.
After many years of shopping at this store and spending a substantial amount of money there, I have decided not to return. Losing loyal and trustworthy customers through poor service and rude staff should be a serious concern for the store.

Waitrose have ruined the voucher system. Used to get relevant and regular vouchers, which did benefit me. Now more irregular and fewer vouchers, shame on you.