Waitrose レビュー 6,798

One star does not illustrate how bad this experience is.

My experience with Waitrose / John Lewis has been deeply disappointing and, frankly, unacceptable.

A delivery driver caused approximately £1,400 worth of damage to my property while leaving after a grocery delivery. Rather than reporting the incident, the driver simply left the scene without making any attempt to notify me. The damage only came to light because it was captured on CCTV.

What followed was not a responsible or customer-focused response, but a prolonged period of inaction. Despite clear evidence, there was no urgency, no meaningful accountability, and little indication that the matter was being taken seriously. Communication was slow and, at times, non-existent.

The most concerning aspect is that I was ultimately forced to issue County Court proceedings nearly three months after the incident just to prompt progress. That step should be wholly unnecessary in circumstances where the facts are straightforward and supported by evidence.

For organisations that trade so heavily on trust, service, and integrity, the apparent lack of oversight and engagement at a senior level is difficult to understand. At no stage did the handling of this matter reflect the standards that customers are led to expect.

This has significantly undermined my confidence in both brands. When an issue arises, customers reasonably expect it to be dealt with promptly, transparently, and responsibly. That has not been my experience here.

I would encourage others to consider how situations like this might be handled before placing reliance on these companies.

Bought 2 melt in the middle smoked haddock fishcakes today- they are responsibly sourced according to the label-if you like lots of mash and play hunt the fish they are for you - the melt in the middle was minimal - I realise there’s a cut back however the prices you pay in Waitrose they should deliver something better

I have sent Customer Complaints 3 emails with photos of the constant rubbish in the car parks of the Yateley store
They say each time they have sent it to the Manager
They need to be fired as they do nothing and the impression you immediately receive when arriving is of a tip

On her way home from an event, my wife decided to call in at Waitrose for food items. Among these were Chicken Kievs at £5 odd and a lamb joint at over £11.
We had the Kievs, cooked according to instructions, for Saturday dinner. They were tough, dry and unappetising. For Snday lunch we had the lamb. Dreadful! I consideed re-soling my boots as the meat was so tough. Again, flavour was poor.
We normally use a well known german supermarket whose meat is always good and well priced. Waitrose is expensive and not worth the money. No more shoppng there!

There are major problems with the on line ordering system for home deliveries. The software frequently puts last weeks order into the following weeks order.Sometimes when the check out button is pressed the complete order disappears. When contacting customer service for help the call is answered by the South African team who have difficulties in understanding and coping with the system problems.

The voice recognition is very poor. Asking for courgettes it comes up with “call jets”, asking for Gin gets jeans!

These problems have been flagged up for 18 months but nothing has improved

Overall, the food products were good, with the odd item chosen for delivery not to the best standard. I was not happy with the delivery drivers, who showed a lack of willingness to lift full trays with items down to an area I could continue to unpack, when one tray was empty. I had to do this myself and having a weak back it was a strain. I did eventually ask one of the delivery guys if they weren’t allowed to assist due to health and safety issues, but I was told they could help. Therefore, it appears to me that they were either lazy or unwilling to do this. I worry about more vulnerable customers who may be facing the same situation and too embarrassed to ask for assistance. This is the first company I have come across who have acted this way. I must say that I’m not impressed and will most likely be shopping elsewhere

Terrible experience! Awfull rude staff! And the food is as bad as aldis! I purchased fruit and it was rotten

The food from waitrose.com is of good quality. No spin, the quality's good. And, on the rare occasion, there was a problem with an item of food, refunds were prompt. Waitrose's frozen apple pie is the best on the market. Tastes like a home cooked one. The fresh stuffed, garlic mushrooms are flavoursome, the elderflower cake, a bit pricey but very fragrant and the sponge buttery. I'm half Italian and picky about Italian food. Usually, I won't touch ready made pasta meals but I'll eat Waitrose's prawn spaghetti and Waitrose's No. 1 brand of spinach and ricotta lasagne. You have to try Waitrose's new free from spiced apple muffins....they're delicious. Better than what Marks' serve up.

My son brought £25 flowers on mother's day they died the next day I sent a email and photos to customer services and they are really messing me about cant find his card number have I got the product code packaging etc.....no they are in the bin
Terrible flowers and Terrible customer services....

Don't buy Waitrose food that they say is wonderful as its horrible and a waste of money and what's more they don't care - I bought out of my pension money 3 packets of Tuna cheesy crispcakes - they are tasteless and cheap - I contacted Waitrose but I had strange reply

I shop online weekly with Waitrose. I am very happy with the quality of the food, the level of service and, on most occasions, the webpage. However, I find I am unable to update my phone number online. I am told that this is because I have an outstanding order. The problem is that I always have outstanding orders. Consequently, I am left in the Kafkaesque situation where, as a regular customer, I cannot give Waitrose my contact number whereas someone who does not shop at Waitrose could.

Wife's hospital appointment 16th March. 15th March wanted to bake her favourite pastries for hospital posy operation.
Rolled out the pastry, covered in two tubes of sun dried tomato puree and then the fresh bag of mozzarella & cheddar. Its was green and blue with mould so had to throw the lot away.

Called Waitrose who said they'd refund for the cheese. I explained again that all items needed to be thrown. They didn't believe me.

I got an email refunding the cheese. I had to send pictures of the pastry with tomato puree with cheese on to get refund for other items. Fortunately, I'd already taken pictures to send to Trading Standards.

I received peculiar responses concerning my dead "mom [sic]" whom I had never mentioned and a spoiled sandwich which again, I had never mentioned any sandwich.

I was given a refund but they completely ignored my questions about what they would do to investigate. Very rude.

I then received a survey from Waitrose regarding the incident where it asked for details and if I'd like a call back. I confirmed I'd like a call. Again I'm ignored.

Used to be great service and great quality but clearly that's changed and all they want is my money. No more.

Quite a number of failings, tried online shopping, half my shopping was missing, it was for mothers day so all the offers got charged at full rate, logged a complaint, never got a response, rang, goes to Africa, they barely speak English and just laugh at you, joke of a company, can't even get my account deleted under gdpr, disgraceful company, if I could give zero out of five I would, avoid at all cost !

Family party was all set for Mother's Day had pre ordered 2 platters of sandwiches, cakes and scones but when checking the delivery time one of platters was not available and no substitutes. I was so disappointed and was determined to complain but when my delivery arrived there were 10 individual sandwiches supplied free of charge. This was over and above customer service and a big thank you to Buxton Waitrose!

Waitrose failed to deliver on time by over 2 hours. No one contacted me. No fresh and frozen products arrived which was over two thirds of the shop. I had grandchildren for the weekend. Waitrose said they could not redeliver and repayment would take 5-7 days. 12 days later and I still have not had my money returned. Rang and wrote to no avail - no customer service as nothing achieved - I am an 80 year old pensioner and a regular customer

The water they sell with the label - ESENTIAL WAITROSE & PARTNERS STILL NATURAL MINERAL WATER 2 LITRES - has deteriorated to the point where it is unfit for consumption. We drink it regularly, but the water in the last bottles we bought smells musty and swampy. I got stomach aches. I have older bottles of the same brand that don't smell like that.
I'm writing here to warn other people to be careful and not drink it because it may be poisonous.
I will also alert all institutions responsible for the safety of food and beverages sold in the UK.

40 mins before my order was due for delivery i get a call to say the driver is off sick, so could i collect or do i want a refund.
I dont drive so thats why i use online shopping.

I find it hard to understand they have no spare drivers.
So refund is the only way to go.
To be fair this is the first time this has happen.

But very disappointing

It used to be so good. Now I just don’t see how the premium pricing can be justified. I’ve bought rotten fruit and had problems with the (derisory) voucher system, and the response from customer service has been lame. The staff at Ballards Lane in Finchley are always pleasant and helpful, but I feel like they’re swimming against the tide. I want Waitrose to do well. It was my favourite supermarket since the 1980s. Sadly, I feel it’s on a long-term irreversible path of decline.

Our first experience in Waitrose’ Peterborough in store cafe was a huge disappointment. The hot drinks were only cool and the buns we had were mediocre at best. Your staff tried to help by replacing the pot of cool tea but explained the temperature of the hot water from the machine was fixed.
Well, never again at this store.

I went to Stratford Westfield branch on 12/03/26. Customer service was excellent I had the pleasure of meeting staff member named Evelyn she was so polite and professional great service.