Waitrose Customer Service Issues

Dear Sir or Madam, I have a suggestion for Waitrose and kindly ask that it be forwarded to the relevant department. Recently, while visiting friends in Italy, I was inspired by their charitable initiative where they collected plastic bottle tops to be recycled, benefiting a chosen charity. This not only aids the environment but also supports a good cause. In the UK, there are companies that recycle bottle tops, but the collection efforts appear limited. Given Waitrose's presence, commitment to environmental issues, and range of products with plastic tops, I propose setting up collection boxes in stores. Customers could contribute their bottle tops, supporting recycling efforts and different charities periodically. Implementing this initiative could demonstrate Waitrose's dedication to addressing the environmental impact of the products it sells. I would appreciate confirmation of receipt of this suggestion and details of the department it has been forwarded to. Yours sincerely, A very loyal customer

During our visit to Waitrose in York today, we decided to have lunch at the cafe. When I inquired about the availability of soup, the staff confirmed they had some. I ordered soup, bread, a chicken Brie and bacon flatbread, and two teas, with the expectation of a 10-15 minute wait. Despite making the order at 12:57, we were informed at 13:35 that there was no soup available. By then, our teas had gone cold. After speaking with the Manager, we received a refund as per our request. The service was disappointing, considering there were multiple staff members in the cafe. Waiting almost 40 minutes only to be told that our ordered meal was unavailable was frustrating, especially since the cafe was not busy. It seemed odd that they initially claimed to have soup but then took so long to realize they did not.

During my recent visit to the Waitrose store in Hauxton, Cambridge, I was taken aback to see staff from the meat and fish counter wearing aprons while handling dirty laundry. The sight of employees dealing with laundry alongside food preparation made me uncomfortable. I believe there are potential health and hygiene concerns related to this practice. Witnessing clothing being shaken out and placed near my fresh bread and groceries in the trolley was unsettling. Although I did bring up the issue with a manager, who apologized for the situation, it did little to assure me about the overall hygiene standards in the store.

Good evening. After a day of DIY, I decided to stop by a Waitrose store to grab a few items. Being my first time shopping there, I wasn't sure what to expect. What I experienced was a noticeable class distinction. Despite feeling a bit disheveled in my slightly paint-stained tracksuit and hoodie, I sensed I was being judged as lower class. The staff was dismissive, a man in a suit was prioritized at the checkout even though he came after us, and I was overlooked at the deli counter in favor of a regular customer whose order was prepared while I waited. No one asked about a rewards card, assuming we didn't have one. I understand that you may not control how customers feel, but I believe all patrons, regardless of attire, should receive equal treatment from your staff. Best, M Jones

After a day of DIY, I decided to stop by Waitrose for the first time. I was surprised by the clear class distinction I experienced. Despite my appearance in a slightly paint-covered tracksuit, I felt judged and perhaps labeled as lower class. The staff's attitude was evident as they barely acknowledged me. I observed a man in a suit being prioritized at the checkout even though I was ahead, and I was overlooked at the deli counter in favor of a regular customer. No one asked about a rewards card, making it obvious we weren't deemed suitable. I understand that my perception may differ from the store's intention, but I believe that all customers, regardless of attire, should receive equal treatment. - M Jones

I visited the Kings Cross branch in Granary Square London around 8 pm today. I paid at the self-checkout at 8:08 pm and then went to the coffee machine to get a latte. The first machine I used only filled about 20% of the cup, much less than usual. It tasted very strong and undrinkable, so I tried another machine. As I was getting a latte, someone abruptly pressed the red hand button next to me and mentioned that I couldn't have more than one drink. It was a rude and unwanted reaction. I explained the situation, and he walked away without apologizing. I spoke with the manager on duty, Lucie, and pointed out the staff member in question. Their behavior was confrontational and unnecessary. Despite this incident, the rest of the staff, like the girl at the self-checkout and the bakery/cakes section, were pleasant. I hope this issue is addressed so that other customers do not experience the same treatment.

Subject: Moth Infestation in Waitrose Breakfast Products Dear [redacted], I wanted to bring to your attention a concerning issue I've encountered with two of your breakfast products. Both the Essential Waitrose porridge oats with wheatbran and the Waitrose Orchard fruit and berry muesli, which were unopened and well within their best before dates, were infested with moths when I opened them. The porridge I recently opened had moth infestation, while the muesli I opened weeks ago had evident web-like cocooning. I understand the challenges with raw ingredients but wonder if the best before dates may need to be reconsidered to prevent such occurrences. Consuming unintentional insect presence is unsettling, especially when they have matured into flying insects due to extended storage. Thank you for addressing this matter. I look forward to your feedback. Kind regards, Paul Freeman

Good Afternoon, I'm writing to report an issue with a purchase I made at your Truro store on Fri 16th Nov. I bought a bottle of champagne under my name, Nathan Rilstone, ending in [redacted], for £66.75. This champagne was intended for my Father's 60th birthday celebration. Unfortunately, upon opening the bottle, I noticed some abnormalities. The cork didn't expand as it should, and the champagne was not fizzy. Additionally, the taste was bitter and not as expected from this particular brand. I am unable to locate the receipt but can provide my bank statement as proof of purchase. Any assistance regarding this matter would be highly appreciated. Sincerely, Nathan R.

Hello, I'm Lana Simpson from the Camden and Islington public health team. I am currently working on the national scheme called 'Healthy Start' which provides food vouchers to eligible families for items like milk, formula, fruit, and vegetables. After reviewing the information on the Healthy Start website, I noticed that some Waitrose stores are listed as accepting these vouchers. I would like to confirm if all Waitrose stores, especially the full-sized supermarkets, indeed accept these vouchers. This is important as I plan to promote Healthy Start vouchers to Camden residents and direct them to Waitrose, so I want to be sure they can use the vouchers there. Looking forward to your response. Best regards, Lana Simpson Project Manager at Camden and Islington Public Health

Today, I visited Waitrose to return some clothes my son received as a gift. I had the receipt, which was paid in cash by my grandparents for easier refund processing if needed due to sizing issues. Regrettably, I couldn't find the correct size for the right season, thus wanting to exchange for a larger size. However, the store didn't have it in stock at that location. Despite my preference for a refund, they mentioned the option of a gift card or future exchange. This was challenging since the suitable sizes weren't available. Normally, they didn't provide cash refunds, which was inconvenient given the cash purchase with the specific purpose of flexibility. After checking online, I saw conflicting information about the return policy, which added to my frustration. I just hoped for a straightforward exchange but left with disappointment and inconvenience.

I purchased some free-range chicken breast fillets in Hailsham today. When cooked as usual (and following the package instructions), the meat turned out disappointingly tough. Though the flavor was good, the texture was difficult to chew. I typically have success with Waitrose products, so this was unexpected. I have the packaging and receipt. Can I receive a refund for this item? It's not a significant amount, but I wanted to bring it to your attention. I am unsure about returning cooked chicken to the store, so I am seeking guidance via email.

I wish to share a recent experience I had at the West Ealing's store on 9th January regarding poor Customer Care. Upon approaching the till, I was informed that the conveyor belt was not working which required me to assist in placing my items close to the cashier. Feeling rushed with a significant amount of shopping, the cashier requested help from a colleague to place the items on the belt while I packed them. Shockingly, the colleague responded rudely implying there was an issue with my hands, undermining the situation. Despite the initial embarrassment, the cashier apologized, and I was compensated with a deduction of £5.00 from my bill as a goodwill gesture. While the offending colleague later offered help, by then, I had declined. Customer care is typically excellent at John Lewis and Waitrose, making this incident especially disappointing and offensive.

I am a loyal customer of Waitrose in Cowbridge and have been shopping there since it opened. Recently, my experience with the Quick Scan has been frustrating. The scanner kept resetting, causing uncertainty if items were properly scanned. At checkout, we were asked to rescan, and a cashier rushed the process. The manager, Sarah, was unhelpful and indifferent to our concerns about discrepancies. After finding errors in the receipts, we called for a refund but felt inconvenienced during subsequent visits. Though we understand the need for rescanning, the repeated incidents have been embarrassing and inconvenient. The staff's handling of the situation has been inconsistent. We hope that our concerns can be addressed and resolved promptly. Best regards, B. C.

I want to share my disappointment with the recent visit my son and I had at the Saffron Walden Waitrose Store on January 25th. During checkout, despite me clearly being the one making the purchase, the cashier questioned who was doing the transaction. This was unnecessary since it was obvious I was paying, not my son. The cashier then asked for my son's age due to purchasing alcohol, even though he is 25. This suspicious behavior felt discriminatory, especially as we've never faced such issues at other Waitrose locations. I believe the cashier's doubt stemmed from my son's appearance, as he looks different being half-Asian. This type of behavior is unacceptable, and I felt discriminated against. Additionally, I encountered confusion with product labeling. Items marked with a "75 percent reduction" sign were priced at their original rate at the register, causing further frustration. The lack of clarity and professionalism in addressing this issue was disappointing. Overall, our experience at Waitrose that day was not pleasing.

I have been a loyal customer of Waitrose Ringwood, but today's experience has left me reconsidering my patronage. I usually ride my bicycle to the store with my travel mug, which has a lid I use for coffee. Today, I was hassled by a partner due to a bit of mud on the lid. I requested to speak to a manager, Emma Groves, to address the situation. However, she defended the partner's actions and criticized me for not having the lid on my coffee cup while others did the same. Despite my attempts to explain, she insisted I replace my lid while others were allowed to proceed without any issues. I am concerned about the discriminatory behavior I faced, and I believe this should be addressed in a reputable supermarket. I am uncertain about how to proceed, as this incident may impact my future shopping experience at John Lewis. Regards, Paul S.

I visited your Lichfield store last Friday, 24/5, in search of Waitrose English Loose Tea, but it was out of stock. A staff member informed me it would be restocked by Sunday, 26/5. I returned on Sunday to find the tea was still unavailable, leading to a 12-mile wasted trip. The duty manager was summoned and expressed confusion over my return, as decisions about stock availability are made at the head office. Disappointed by the lack of information, I rely on this tea for my visits to the store and also purchase other items. It is frustrating to be misinformed by local staff. Considering shopping elsewhere for more reliable availability and information.

Dear Sir/Madam, I recently visited your Otley store and upon checking my purchases, I noticed that some items, like my vegetable packs, were labeled with a Best Before date of 29th. However, I was more concerned when I saw that the Benecol drinks also had the same date of 29/6/19. If my wife were to consume one drink daily starting tomorrow, the 6th one would exceed the indicated date on the packaging. This was disappointing to observe regarding the drink expiration dates. Additionally, I was unable to locate the money-off coupons you had previously sent me at the checkout. It may be beneficial for the store to pay closer attention to product expiration dates. I decided to return a discounted Benecol pack upon discovering the current dates. I regret not confirming the dates on the items I purchased. I have attempted to reach out via your customer support email, but my messages are being rejected. I aimed to send you images of the product and the receipt for reference. Warm regards, John M Parton [redacted] Lennox Drive Wakefield WF2 8LF

Hello, I wanted to share my thoughts on the Rotisserie section for hot cooked chickens at the Marlborough store. I believe there is room for improvement in promoting "takeaway roast chickens" with more inspiration. The roast chicken should have crispy skin, unlike the anaemic looking bird currently on display. Visiting larger Woolworths stores in South Africa could provide insights into how a perfectly cooked chicken with crispy skin should look. Additionally, offering smaller to medium-sized chickens instead of massive ones might be more appealing. Introducing a free-standing rotisserie and enhancing its promotion could potentially boost sales. A catchy phrase like "Do you want to pick a chicken with me tonight" could spark more interest in this affordable and healthy meal option for families and professionals. Overall, I appreciate the friendly and efficient service at your store.

Good morning, it is 9 AM on Monday, February 9th, [redacted]. I just left Waitrose N20, and I'm quite frustrated. I'm still in the car, feeling compelled to email now. I spoke to three partners about the low stock levels, but they seemed puzzled and brushed it off. They didn't even inquire about my needs. Here are some items I couldn't find: 7UP, chicken pie, Waitrose elderflower cordial, Waitrose frozen peas, picnic bars, and Cravendale 4-pint full cream milk, among others. I mentioned going to M&S, and their response was indifferent. As a loyal John Lewis/Waitrose customer spending over £[redacted] monthly, I expect better service. I recognize many staff members at this branch since it's my local store, which I've frequented for 20 years. The unhelpful attitudes today prompted me to write this and reconsider my shopping habits. Looking forward to hearing your thoughts. Thank you. Regards, Mrs. A Waymark.

Hello, we have been loyal customers at Waitrose in Alton, Hampshire for our weekly shopping trips. However, over the past 6 months, we have noticed that some of our regularly purchased items are consistently missing from the shelves. Despite inquiring with the shop floor assistant, we were informed that these items have been discontinued. This has been disappointing and frustrating, leading us to explore shopping at alternative stores. The specific products that have been problematic include L’Oreal hair Mousse firm control, Waitrose's chamomile shower cream, and all varieties of Waitrose's Milk Chocolate bars - which we find to be the best tasting chocolate available. The sudden absence of these items without clear explanations has been perplexing, especially as we have not encountered this issue at other supermarkets. We understand that Alton is a smaller store, but even larger stores like Farnham have had similar stock issues. During our weekly visits to Waitrose, we hope for consistency and availability of our preferred products to avoid inconvenience and the need to visit other stores. Despite the pleasant shopping experience in the Alton store, these ongoing stock inconsistencies may drive regular customers like us away. We look forward to your response. Sincerely, Karen S.