Waitrose Customer Service Issues

I want to share a situation that happened while shopping in your Droitwich store today. I usually shop in Milton Keynes but was in Droitwich with my 20-month-old grandson. I was preoccupied with various things: the rain, parking, getting a trolley, and looking after my grandson. To my dismay, I realized upon leaving that I had forgotten to wear my face mask. I didn't see any security personnel at the entrance, and no staff reminded me either. It was only when I reached for my car keys that I noticed. I believe this was an oversight by the store, and I wanted to bring it to your attention as it is crucial at this time.

Dear staff, I purchased two ‘Spiced Roast Aubergine Flatbreads’ from the new Levantine Table range at the large Granary Square Waitrose near Kings Cross station. Upon opening the packaging at home for lunch, I noticed the flatbreads were unusually light. Upon inspection, I discovered that there was hardly any filling inside, with only 50g of content for each flatbread. I have taken photographs and even weighed the flatbreads to show the lack of filling. Both flatbreads contained minimal aubergine, barely equivalent to one slice. I am disappointed with this experience and would like to request a refund. Additionally, I would appreciate it if you could relay my feedback to the supplier to improve the filling quantity. Thank you, Anjana Ahuja

Hello, I purchased a pack of ‘Spanish Style Chicken Kebabs’ with a use-by date of 02 Jun from Northbound Warwick Services this morning. These kebabs are usually a nice addition to my lunch sandwich. Today, however, after taking a bite, I immediately noticed a strange, sour taste. Unfortunately, I had swallowed it before I could spit it out. The unpleasant taste lingered until I rinsed my mouth thoroughly. I am disappointed and hope consuming the chicken won't make me sick. Could you please inform Waitrose at Northbound Warwick Services about this issue? I appreciate your attention to this matter. Thank you, Ian M.

I purchased meal items from Waitrose Billericay for my birthday celebration. Sadly, I experienced food poisoning diagnosed as staphylococcus aureus after consuming the fresh salad, sweet potato chips, and rotisserie chicken. I suspect the chicken caused this due to rapid bacteria growth between 40-[redacted]°F, possibly from extended exposure to warmth after purchase late in the evening. This has led to a distressing experience, as I have been unwell and unable to enjoy time with friends. I am seeking compensation for the significant amount spent on the meal for two and would appreciate reassurance on the safety and cleanliness of the chicken products at the store to prevent future incidents. Thank you.

I have an event tomorrow, and I placed an order for food from your online service, set for delivery Friday morning. Unfortunately, I was informed today that due to fridge issues, my delivery might not arrive as planned. I expressed my concerns to a representative regarding my selection of sandwiches, expecting them to be fresh for my party. The representative said they would consult with their manager, but I am still awaiting an update. I have 20 guests attending on Friday, and I am uncertain about the food arrangements for tomorrow. I am eager for reassurance that my complete order will arrive on schedule. Thank you.

I have been shopping at Waitrose for around 20 years, but the ongoing stock problems at the High Wycombe branch are unacceptable. Once again, I visited the store only to find essential items like fresh herbs, ginger, free-range chicken thighs, and shiitake mushrooms were out of stock. This has been happening for months, unlike other supermarkets in the area. I attempted to address this on Twitter, only to be advised to speak with a manager. Upon doing so, I was informed that computer and distribution issues are causing these problems. The manager even mentioned that these ongoing issues are embarrassing for the staff. As I do not drive, having to walk 20 minutes to a poorly stocked store is frustrating. It is disheartening to see Waitrose, once known for their high standards, now being the least reliable supermarket in the vicinity. I hope these fundamental stock management issues are being addressed promptly to prevent loyal customers like myself from seeking alternatives.

Hello Waitrose, I wanted to share how much I appreciate your high-quality products and commitment to working with farmers. I have been a loyal customer for about thirty years and have always been satisfied with my purchases. Recently, I tried the "Thai Taste" boxed curry kits, which include coconut milk, curry paste, and herbs. Unfortunately, both the red and green curry kits seemed tasteless and watery. Even though they were within their expiration date, they did not meet my expectations in terms of flavor. I prefer the Green Dragon red and green curry pots for their fantastic taste. While I initially thought the Thai Taste kits would be convenient for my campervan trips, I will be sticking with Green Dragon products moving forward. Just wanted to bring this to your attention. Thank you for your continued excellence, Caroline S.

On Monday, May 7th around 10:45 am at Waitrose Biggin Hill, I was strolling near the fresh meat counter in my rubber-soled shoes when I unexpectedly slipped on a wet surface from a leaking aisle. I lost my balance, fell on my back and right side, sustaining a significant impact due to my physical build at 78 years old, 6ft, and 17 stone. Both staff and customers kindly assisted me, and I provided my details to customer services, mentioning my lower back, right hip, and leg pain, which thankfully didn't result in any fractures. Despite being told I'd be contacted the next day, this hasn't happened as of May 7th. I have since informed my GP. Presently, I still experience discomfort in my lower back and right hip. I believe Waitrose should take responsibility for the accident caused by the accumulated water and lack of preemptive signage. While I prefer to handle this matter privately rather than legally, it's important for me to express gratitude for the care and compassion shown by the staff during the incident.

I recently purchased and prepared the Malaysian Laksa Noodles from the Cook from Scratch collection. I am disappointed by the lack of quantity of chicken and broccoli provided for what is supposed to serve two people. The amount of chicken was minimal, and the broccoli portion was laughable. I attempted to provide feedback to the company via the email address listed on the packaging, but the address was invalid. I suggest that the company review this product line as it does not meet the usual standards expected. The dish mainly consisted of noodles in sauce with a small amount of chicken and a single broccoli floret. I trust that upon examining this matter, you will agree that this product does not meet expectations. Thank you for your attention to this concern.

The exterior of Waitrose Saffron Walden Branch is in poor condition. The overflowing bins and dirty lifts, along with occasional urine odor, are concerning. A complaint was published in the local paper, although not by me. The senior staff blame the landlord, but since these areas are Waitrose branded, I believe it impacts Waitrose's reputation. Despite being labeled the Waitrose carpark, people are likely indifferent to who the landlord is. The previous manager would have taken care of this promptly. This flagship store is crucial for the town's economy, especially with competition from Aldi and Tesco slightly out of town. If customers have a better experience elsewhere, it may negatively impact the town center. Supporting local businesses is essential during these challenging times for high streets.

I recently received the Waitrose online shopping discount vouchers in the mail. Unfortunately, these are of no use to me as I prefer to shop in person at my local Waitrose and do not use online shopping services. The £8 discount on an £80 shop offered previously was not appealing to me either, as I tend to shop in smaller amounts more frequently. I understand the challenges faced by businesses post-lockdown and appreciate the efforts made to provide treats to loyal customers. However, the vouchers I received are not beneficial to me and have ended up in my recycling bin. Just wanted to share my feedback with you. Best regards, M. Clarke.

I recently opened a parcel of cod fillets purchased from the Waitrose store at Longfield. They were dated for the 18th and had been kept in the fridge since being hand wrapped at the fish counter. Upon opening, I found a live worm about 1 inch long inside the wrapping. I have evidence of this with photos and a video. This is the second time recently I have found worms in your produce. I believe such incidents must be addressed. If you require the photos or video, please let me know. I still have the worm as proof. The product code is [redacted][redacted]. Thank you. Alan M.

On Friday, July 23rd, I visited the Waitrose at the service station in Tot Hill, Newbury, to purchase items for a picnic lunch. My experience made me leave feeling very stressed and upset due to several issues: 1. The employee at the bakery counter was dismissive when I inquired about rolls or baguettes, pointing vaguely to another area of the shop. 2. There was only one cashier handling both fuel and shopping payments, resulting in a long queue. Another employee seemed idle. 3. Another worker eventually opened a second till. When I asked where to leave my basket while paying, the cashier was rude and unclear. After spending 20 minutes for just bread, hummus, and olives, my experience was unpleasant. Although I usually praise good service, this time I felt compelled to share this negative encounter with Waitrose at Tot Hill. It was not a good representation of the company's standards. - Maxine F. R.

Dear Customer Service, I am writing to express my dissatisfaction with my order delivered on July 26, [redacted]. I placed an order online using a £20 promotion code, with a total bill of £21.39 paid via Visa debit card. However, upon receiving the delivery on the specified date, the invoice indicated a charge of £35.25, which was unexpected. I was shocked to see the discrepancy as I strongly believe the promotion code should have been honored as initially confirmed during checkout. I contacted the customer service team to address this issue, but unfortunately, the manager I spoke with was unhelpful, rude, and even abruptly ended the call. This level of customer service is unacceptable. I have attached the confirmation of my £21.39 payment made online for your reference. I am eager to resolve this matter promptly. Thank you for your attention to this matter. Best regards, Karen

Hello, I'm reaching out regarding a recent delivery experience I had with Waitrose on August 1st. I had requested the delivery to arrive at 6pm due to being away from home with delays. When I arrived home around 5:50pm, the delivery was already there. The driver seemed unaware of the requested time. Upon checking the invoice, I noticed missing items, specifically Cornettos, that were charged but not delivered. As a long-time customer, I am disappointed with the current service level. Contacting customer service has been challenging due to long wait times. I prefer not to email or wait on hold for over 20 minutes. The reduction in staffing seems to be impacting the service quality negatively. I hope to hear from you soon. Thank you, J. Hood

Order Number: [redacted] I would like to file a complaint about the quality of the vegetables and fruit I received in yesterday evening's delivery. It seems like the selection of items was not the best. The potatoes were not of great quality, and the dates were very soft and clearly bruised inside. I also received mushrooms dated 11th of August. Is it standard practice to send produce that is close to or past its best-before date? Furthermore, I did not receive a printed invoice with this delivery, as requested for this order and the previous one. Despite appreciating the phone call about the late delivery due to heavy rain, I am quite disappointed with the overall quality of the items.

I recently purchased a bottle of Chenin Blanc 20 at Waitrose in Kings Cross, London. As a fan of Reyneke wine, I was excited to try it again. The bottle had a removable organic vegan label on the neck, which I accidentally left on. When I picked up the bottle from the fridge, it slipped from my hand, breaking on the floor. I understand that this experience is not something Reyneke or Waitrose would want to happen. I kindly suggest avoiding the use of such removable labels on the bottle necks in the future to prevent similar incidents. Although I have learned my lesson, accidents can still occur in moments of tiredness or distraction. Best regards, Alexander B.

I encountered an issue on your customer service form that required me to fill in irrelevant boxes, preventing me from proceeding. Today, I came across a recipe card for "braised sausages with beans and greens." The recipe called for "Crusty bread to serve (optional)" without specifying the quantity. Towards the end, it mentioned the carb content "per serving including bread... 44g carbs / 6.8g sugars." Due to my 14-year-old relative's recent type one diabetes diagnosis, precise carb counting is crucial. Type one diabetics like my relative must accurately measure carbs, test blood sugar levels, and administer insulin accordingly before meals to maintain balance. Since the bread would be the main carb source, the lack of clarity on the amount poses a potential danger. It's imperative to understand that inconsistencies in carb intake and insulin dosing could have severe consequences for type one diabetics. I kindly urge recipe creators to consider the needs and safety of individuals managing type one diabetes when providing such information.

I ordered 6 magnums of prosecco for a baby shower today. Unfortunately, only TWO have been delivered, which is disappointing. It would have been better if I had been informed beforehand. The lack of communication and the casual attitude of the delivery driver is unacceptable. Now, I have to go to M&S to purchase more, which is an inconvenience. This experience has left me dissatisfied, and I do not plan to shop with you again. I hope you have a good day. -Annette Seville

Hello Waitrose, On Saturday, 9th October, I purchased a hand-made ciabatta loaf from the bakery section of your Bury St Edmunds branch for £2.50. Today, while slicing thin slices to make toast, I discovered a black plastic object embedded in the loaf. Initially noticing black slivers in one slice, subsequent slices revealed more of the foreign object itself. The thin slices were a stroke of luck as thicker slices could have contained the object and posed a choking hazard upon consumption. I will be bringing the remaining loaf and the foreign object to the Bury St Edmunds store tomorrow to share with your staff. It is worth investigating due to ongoing renovations at the store, leaving sections cordoned off and items possibly misplaced. I am concerned and eager to hear your response. Thank you.