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.