Waitrose Customer Service Issues

Good afternoon, As a loyal customer who typically shops in-store, I have never utilized the click and collect service before. Yesterday, I placed an order for collection today between 11 am and 1 pm. Unfortunately, due to a recent car accident on the 2nd of October where our vehicle was completely totaled, I had to rely on a taxi service to take me to the store. Despite the scheduled pick-up time of 11 am, when my husband arrived at 11:30, the shopping was not ready, resulting in the taxi having to leave. A kind customer offered to wait, but the delay was too extensive as it became apparent that the store had not prepared the order in time. When the shopping was finally ready, no taxis were available after multiple attempts by a helpful staff member, and my husband, who is scheduled for a hip replacement in December, had to struggle to walk home with numerous heavy bags and no walking aid. If the store cannot have orders ready within the specified timeframe, it renders the set pick-up times essentially meaningless. I am quite frustrated with this experience. Regards, Ruth

I have been a loyal customer of your brand's loose Assam tea for years, but I am having trouble finding it lately. Over the past 10 days, I checked multiple stores in South Woodford, Stratford City, and Buckhurst Hill without any luck. I ended up purchasing your English breakfast tea as an alternative, but I find it doesn't quite compare to the Assam I love. It's frustrating to see empty shelves where the Assam tea should be, especially when other varieties are fully stocked. This situation has been disappointing and time-consuming for me.

Hello, I reported an incident involving a staff member and a customer at your Worcester Park store today, but I have not received any feedback yet. I was embarrassed and humiliated by the staff member's actions. If this matter was addressed promptly as promised, it could have been resolved. However, since it hasn't been, I request the immediate suspension of the staff member for investigation. There are CCTV cameras in the store that can verify my claims. Racist behavior in the hospitality or customer service industry is unacceptable. Thank you.

I recently purchased a packet of scallops from the Stratford-upon-Avon branch and was disappointed to discover they were harvested through dredging in the West of Scotland. As a former prawn fisherman, I understand the negative impact dredging can have on the seabed. I was surprised that Waitrose, known for its ethical standards, would support such unsustainable practices. I spoke to the store manager who seemed understanding and promised to address my concerns, but I noticed dredged scallops back on the shelf during my recent visit. I hope Waitrose can reconsider their sourcing practices and prioritize environmental sustainability. Your response to this issue would be greatly appreciated. Regards, J.C.

I arrived at 7:58 pm, and the staff member closed the door even though my phone showed it was still 7:58 with 2 minutes left before closing time. I was disappointed that they didn't open the door. What is the point of having posted opening hours if this can happen? The service from the staff member was very poor. Please consider training your staff to respect customer service and take care of customers better. I suggest reviewing the situation and possibly checking the CCTV footage for clarification. I am really disappointed with Waitrose's service. 😷😷

I assist ♿ my mother with disabilities during our twice-weekly shopping trips to the Stourbridge branch, particularly on Thursdays to buy meat for the weekend. We aim to arrive early in the evening, usually around 6 pm as I was informed that the meat counter closes at 7 pm. However, on our recent visit, we discovered the counter closed early once again. When I approached a staff member who seemed to be in charge near the checkouts, I inquired if the closing time had changed, and they indicated that on Thursdays, the meat counter closes at 6 pm due to staff shortage. This inconsistency is disappointing and inconvenient for disabled customers like us. It not only affects our shopping experience but also results in potential loss of sales for Waitrose. By extending the service for just an hour, at a cost of approximately £15, you could retain loyal customers like me who spend a significant amount, around £80 to £[redacted], on meat each Thursday. I hope Waitrose addresses this issue to improve customer satisfaction and loyalty.

Hello, I wanted to bring to your attention an incident that occurred at your Southend-on-Sea store on Sunday, 15/03/[redacted]. During a shopping trip with my elderly mother, there was a concerning interaction at the store. While waiting in line at the post office, I overheard a staff member making inappropriate remarks about the coronavirus and expressing offensive views towards Chinese individuals. This behavior made other customers uncomfortable, and it is important to address such behavior promptly. I believe it is crucial for your store to emphasize that racism and fear-mongering will not be tolerated, especially during these challenging times. I trust that management will take the necessary steps to ensure a respectful and inclusive environment for all customers. Thank you for addressing this matter accordingly. Best regards, K. H.

I have been in contact with your Customer Care Team for weeks now. My wife and I, aged 79 and 81, are following government advice to stay at home. We have been loyal Waitrose customers for years, spending tens of thousands. My myWaitrose card number is [redacted][redacted], and I hold a Partnership Card ending in [redacted]. Our store is in Lichfield. Despite my numerous emails (ref: 00D20laeb._5003X1rax2e), I have not made progress regarding online delivery slots for vulnerable customers. One email exchange discussed registering as vulnerable but encountered issues due to age criteria. Customer Care mentioned granting priority access based on data but later claimed they cannot track customers' ages accurately. This inconsistency is concerning. Assistance needed urgently. - PG

My spouse and I are both in our 80s. I have Crohn’s disease, and my spouse recently had a heart attack and is currently hospitalized. We received a letter confirming our status in the essential shielding group, but we are having trouble finding a way to notify you or other stores about this. Consequently, we are unable to secure a delivery slot. Thankfully, our neighbors have been helping with our shopping every week. I don’t want to continuously rely on them, but it’s crucial for us to avoid any risks of contracting COVID-19. Is there a way for us to inform you about our situation as elderly and vulnerable individuals to qualify for a delivery slot? Please review my order history to see the extensive effort I’ve made. Any insights you can provide on this issue would be greatly appreciated. Thank you.

I am having trouble understanding the purpose of this website. It is quite odd and overly complex. I simply wanted to inform Waitrose that approximately 75% of the raspberries purchased from their Harrow & Wealdstone store had mold on them the day after the sell-by date. This was disappointing as the few good ones were tasty. I was hoping for a gesture of goodwill, perhaps a voucher or at the very least an apology, instead of being directed to a confusing website filled with irrelevant frequently asked questions. I want to express my concern clearly; the issue lies with the website's lack of clarity, which is not satisfying.

I have struggled to reach a knowledgeable person to address the issues with your website. When I made my Order ref-[redacted], the edit time displayed was originally 12:00 pm, which now reads as 12:00 NOON or 12:00 MIDNIGHT, equating to 12:00 pm. However, 12:00 noon isn't designated as am or pm. The customer service representative I spoke to lacked experience and proper training which was disappointing. With a background in business, including managing my own company on a global scale, I have always chosen Waitrose products through Ocado for their professionalism and user-friendly website. Currently, we are splitting our orders between Ocado and Waitrose. Unless there is an improvement in your service and website, since parting ways with Ocado, you may come to regret the decision. Believe me. Regards, R J Pullin

I have experienced ongoing poor service from John Lewis and Waitrose for the past few years. Recently, Waitrose sent me a non-personal email canceling my online order just 4 hours before delivery, which was very frustrating. Despite offering a £15 voucher for the inconvenience, this was not helpful as we rely on planned orders due to our current situation with working from home and homeschooling our children. In contrast, Morrison's/Amazon provided excellent service by replacing our cancelled order and delivering it remarkably quickly in environmentally friendly packaging. Waitrose's lack of contingency planning and care in emergencies has disappointed me greatly. As a result, I have decided to cancel all my JLP services including credit cards, loyalty cards, broadband, phone, and insurance. I aim to share my experience with the public and John Lewis Partnership (JLP) management, as I doubt they are aware of the issues faced by customers. I am looking for a management contact beyond customer services to address these ongoing service problems.

I am writing to express my deep disappointment in your TV commercial implying that the taste of milk reflects cows being allowed outside. Can the taste also reveal the intervention in the bulls' reproduction or the separation of calves from their mothers, leading to their eventual slaughter for profit? Can the taste highlight the exploitation of cows, repeatedly impregnated and exhausted for milk until they are no longer useful and sent for slaughter for their weight? Does the taste capture the harsh realities behind the idyllic scenes portrayed in the ad? This advertisement from Waitrose is insensitive and misleading, concealing the harsh truth of the dairy industry.

Yesterday evening, on 1 March, I visited Waitrose in Harborne, Birmingham. Upon entering, I noticed there was no security guard to clean the trolley handles or hand sanitiser available. I approached the customer desk to request sanitiser, but encountered a lady without a face mask walking closely by me. After sanitising, I shared my concerns with another staff member about the close encounter with the maskless lady. The staff responded that she was exempt, but I insisted on the importance of maintaining a safe distance. The lady without a mask overheard our conversation and defended her actions as her right. I urge Waitrose to educate its staff on the importance of respecting personal space, especially during the pandemic. It's crucial to remind employees, even if exempt from wearing masks, to give customers a heads-up before approaching closely. As someone with anxiety and CFS, contracting COVID-19 would pose significant challenges. Many others may also be in similar vulnerable situations. I hope Waitrose can consider these circumstances and ensure a more cautious approach for the safety of all customers. Sincerely, A.O.

My visit to Waitrose in Cheltenham today was quite frustrating. This morning, after dropping off two of my children at school, my 18-year-old daughter and I went shopping at Waitrose. Among other items, we bought paracetamol and vodka. I knew there would be an age check at the checkout for the alcohol. However, when the supervisor came to check, she asked for my daughter's ID even though she's clearly over 18. This led to a confusing conversation where she mentioned needing ID even if shopping with a 16-year-old. After some debate, I was finally able to purchase the vodka. This experience left me furious. Are there really rules that prevent me from purchasing alcohol when shopping with family members under 18? It seems unreasonable and I'm now questioning if I should shop elsewhere because of this policy.

I wanted to share my recent experience with Waitrose regarding the special offer on fairy platinum laundry pods. I visited my local branch on Sunday to find they were sold out and awaiting a new delivery. I called on Monday, Tuesday, Wednesday, and today - Thursday, with no luck. After being informed that the last delivery was on the 12th of March with no more expected, I checked with the nearby branch in Wymondham to find the same situation. Despite having to walk a six-mile round trip to my Eaton branch, I must acknowledge the kind staff there for their help. I just hope to receive some clarification on this issue. Thank you, Mark C.

I recently received a floral order from your company, ordered by my husband as a special anniversary surprise. Upon arrival, the flowers were damaged, broken, and wilting. Despite reaching out to customer service via messenger with all the details, there was no response. I visited my local store to show the manager the delivery, which was handled by Yodel, and its poor condition. The manager was apologetic and provided me with a bunch of tulips and a gift card. I made it clear that I was not the customer, but my husband was. The manager was appalled by the state of the flowers and wanted to ensure my faith in your company was restored. However, my husband has yet to be contacted by your company regarding the purchase. This has been a disappointing customer service experience. If we do not hear from you soon, I will consider sharing my dissatisfaction, along with the photos I took, on social media. My husband spent £65 on flowers that were unsatisfactory.

Good evening, Yesterday, I purchased a container of Waitrose Lamb Gravy for £3, along with two boxes of Lamb Shanks and other items. Following the heating instructions on the container, I prepared the gravy to accompany our Sunday lamb shanks; however, upon tasting it, we noticed a plastic-like smell and a lack of meaty flavor. My family found it unpleasant. I placed the gravy back in its container and plan to return it to the Salisbury branch on Wednesday, even though I bought it at the Gillingham branch. I would appreciate a refund and perhaps a voucher to cover my fuel expenses. Thank you in advance.

Today, I purchased some beans that were bad, mushy, mouldy, and discolored. I attempted to reach out through phone and online to voice my complaints, but the service was not helpful. John Lewis and Waitrose used to be known for quality service, but that seems to have changed. Now, I need to find an alternative green vegetable. While contacting customer service, I also inquired about a replacement Waitrose card, but encountered issues online with an invalid postcode. The customer service representative was unable to assist and directed me to write in for help. I am disappointed with this experience and would like to speak with a supervisor.

Recently, I purchased two bags of rocket from Waitrose on separate occasions, and both times the rocket was limp and had substandard, unpleasant pieces that affected the overall quality. It seems like the rocket may not be stored properly. This issue of poor quality rocket from Waitrose has been ongoing for some time. While there was an improvement a few weeks ago with larger, fresher leaves, this better quality did not last and the standard has dropped again. It's frustrating to spend about 20 minutes rinsing and sorting through the rocket only to end up with a bowl of unappetizing, light green rocket. I hope this issue can be resolved promptly.