Waitrose Customer Service Issues

Thank you for sharing your thoughts. I appreciate the sentiment of celebrating the true meaning of Christmas. Your feedback about referring to the season as the Winter Solstice to avoid religious connotations is a valid point. It's essential to keep the focus on what is most significant to each individual during this time of the year.

The driver was extremely helpful and friendly compared to the Bishop’s Stortford manager. Last week, we purchased a pack of six cartons of long-life milk from there, one of which did not have a spout when we reached home. Contacting the manager for a refund was a frustrating experience, as they insisted we return the whole pack to the shop, even though we live 11 miles away. When I suggested sending a photo of the faulty carton for a partial refund since the pack was on special, the manager refused. In the end, I had to order an extra carton in my next home delivery to return the faulty one, a process the driver facilitated smoothly. This unnecessary ordeal for a small amount of money made me question the store's customer service standards. While some home delivery drivers excel, others could improve. I've had previous issues with a Christmas delivery from Bishop’s Stortford, where the pickup location was hard to find. The staff is pleasant, but management could be more efficient. Finding the customer care email is overly complicated.

I was thrilled to receive my first Waitrose order today. While eager to switch to Waitrose from Ocado or M&S, I was disappointed when the driver placed all my items loosely in the green box. This required me to transfer everything into plastic bags, including perishable items like eggs. The driver informed me that this new practice is causing delays, especially with large orders like mine. Given my age, I found this process challenging and inconvenient. Both Ocado and M&S offer better bagging options, with reusable bags or bag recycling services. It's time for Waitrose to reconsider their delivery approach. I will not be recommending this service after this experience. -Rochelle G.

I selected two vouchers: one for the Charlie Bigham fish pie valued at £4.50 and one for the Charlie Bigham Vegetarian cottage pie also valued at £4.50, both expiring on the 13th of April. During a recent shopping trip at Waitrose, I mistakenly scanned the fish pie voucher even though I did not purchase the item. The cashier informed me she could not reverse the voucher but offered to remove it from the till. She assured me I could still use the voucher for the fish pie at a later date. Unfortunately, I later discovered the fish pie voucher had disappeared from my account as it appeared to have been used. Despite offering to retrieve the fish pie to use the voucher, the confusion was not resolved. It seems there may be a misunderstanding among the staff regarding the process. I kindly request the restoration of the voucher value for the fish pie. Thank you for your assistance.

Order number: [redacted] I have been experiencing issues with a Cranks loaf of bread. I am frustrated with receiving bread that has such a short shelf life, typically lasting only two days. This bread is quite expensive at £1.80 for an unsliced loaf. It seems like the bread I receive is often close to being stale and definitely not fresh. I wonder if the store prioritizes sending fresher bread to their in-store customers rather than those who order online. Over the past three deliveries, I have left a note for the pickers requesting that if the bread does not have at least three days of shelf life, the order should be cancelled. Unfortunately, my request was disregarded, and I received another nearly stale loaf this week. I had intended to check the date before the delivery, but I forgot. I am requesting a reduction in cost for sending me a stale loaf despite my instructions to the shopper. I do not plan to purchase this bread again as it is too large to be stored in my small retirement flat freezer.

I received a call from customer services at 5 pm on Sunday informing me that our delivery scheduled for 7-8 pm was canceled. With no time to make alternative arrangements as supermarkets were closed, we had to opt for a takeaway for dinner. They mentioned during the call that they would update us on available delivery slots for Monday, but we never received that call. After waiting, I decided to go shopping at M&S instead. Upon returning from dinner tonight, I found missed calls from a Waitrose driver at 8:15 pm, who attempted to deliver the order without arranging this with us.

I purchased 6 bottles of wine on Saturday, May 21st. Unfortunately, one of the bottles was off when we opened it that evening. I tried to return it on Sunday, May 29th, but the store manager declined to refund me without a receipt, despite using my contactless payment and Waitrose card as proof of purchase. According to the Consumer Rights Act, customers are entitled to an immediate refund for defective goods. Even without a receipt, I should have received a refund for the spoiled wine. I contacted customer service on Monday, May 30th, but was unable to speak with anyone from the head office. I am disappointed in the lack of customer service and would appreciate a refund of approximately £7 for the wine. I hope to hear back from you soon. Thank you. Paul S.

I purchased your unsmoked British Streaky Bacon, priced at £6 for two packets. This bacon is dry cured, so it typically maintains its size and quality. However, when I bought it last Saturday, it was sold out. My daughter managed to get some the following day, but to my disappointment, I realized it is now water cured and of noticeably lower quality. The packaging change was misleading, and the bacon disintegrated in the pan as it cooked. It took a long time to crisp up, and the weight reduced significantly from 206g before cooking to 64g after. I had higher expectations from Waitrose, hoping they wouldn't resort to using deceptive tactics like substituting lower quality products for the same price. It's disheartening to witness such practices from a reputable brand.

I have been a loyal Waitrose customer for many years. Recently, there was a concerning incident involving one of your truck drivers near Sywell in Northants on Wednesday, April 20 around 9pm. The trailer number implicated was [redacted]. Although I couldn't get the registration number, I trust that your internal procedures can link the trailer number to the driver. I have reported this incident to Northants Police. I kindly request a senior Customer Service Manager contacts me at 07[redacted]29 to discuss releasing the driver and vehicle information to me or if you prefer to report it directly to the authorities. The driver needs to be held accountable for their reckless actions. Unfortunately, I have been unable to reach your Customer Service helpline. Regards, G. Whitwell

I have always admired the amazing customer service at Waitrose. A recent visit to the Brent Cross store on 14/7 to purchase Waitrose essential dishwasher gel left me disappointed. I accidentally paid for 11 items instead of 10. When I returned with my receipt, the customer service representative was extremely rude and unhelpful. Despite it being over a month later, and due to health reasons I couldn't go back sooner, I expected better treatment. I refrained from calling as I knew they would request the receipt. My intention was not a refund but to simply receive the product I paid for. The behavior I encountered was unacceptable for a Waitrose store. I hope for a better response in the future. Thank you, Sara V.

I am writing to raise a complaint about the way Beaconsfield Waitrose handled an issue that could have been easily resolved. On a recent shopping trip to High Wycombe, I faced a problem at the store's re-scan device, which led to a misunderstanding during my visit to the Beaconsfield store. The initial customer service encounter left me feeling accused of theft when I simply wanted to explain what had happened. Despite providing proof of payment, there was a lack of empathy and understanding from the staff. When I requested to speak to the store manager, I was met with a dismissive response, further exacerbating the situation. The lack of customer care and unwillingness to address my concerns has left me feeling undervalued as a customer, especially considering my frequent visits and spending at Waitrose. If this negative attitude is reflective of Waitrose's overall approach, I may have to reconsider where I shop in the future. I hope that Waitrose as a company can address these issues and prioritize empathy and customer satisfaction.

I utilized the Gerrards Cross Waitrose location and utilized the quick scan for my shopping. Upon reaching the checkout, I was chosen for a rescan by a staff member which was not an issue. However, after scanning around 15 items, the assistant's device froze. This led to me having to unpack all my shopping and use a regular checkout, which was frustrating and time-consuming. I initially relied on quick scan for speed and convenience, so this experience was disappointing. I also forgot to present my vouchers for discounts. I will not be using the quick scan again and will advise others against it. Can you please: - Get in touch to retroactively apply my vouchers - Consider providing some form of compensation - Clarify why the quick scan system is unreliable and necessitates rescans, as well as why the tools malfunction Thank you, Ian B.

I wanted to pay my bill with cash and had two bags of 5p coins in £5 denominations. After a discussion, we found a cash scale, and the bags were weighed. The value was actually 5p over, but that was okay. Then, I was told I could only pay £5 as the coins would need to be counted. I asked for the duty manager (Ed), who explained the legal limit of accepting 5p coins up to £5 (which I verified). However, I believe the customer service could have been better. Waiting at the till for 10 minutes, although I was asked to step aside, made me feel poorly treated. Since the staff had already weighed both bags, it seemed nitpicky to accept only one bag for payment. With the looming cost of living crisis, more customers might pay with cash and coinage. I was upset by the poor service and decided to donate the other bag to a charity shop, St. Barnabas House, which operates a local hospice. It would be appreciated if Waitrose could match my £5 donation to them. This incident happened today at the Storrington, West Sussex branch of Waitrose.

Dear Waitrose Team, I received 8 vouchers in the mail recently, and I shop with you every week as a loyal customer. However, I am disappointed with the vouchers. All of them offer £9 off a £90 purchase but must be used by the 25th of September. It's unrealistic for me to spend nearly £[redacted] to use all these vouchers in the same month. I believe it's unfair with inflation to expect customers to spend £90 every time they shop to get any discount. Other stores like Tesco and Sainsbury's offer more flexible vouchers with varied expiration dates and different spending thresholds, which I find more reasonable. I enjoy shopping at Waitrose, but I hope you can address this issue. I can provide a photo of the vouchers if necessary. Thank you, Danielle

I scheduled a food delivery for this evening between 8-9pm with order number [redacted]. I received an email confirmation for the delivery and the app indicated we were next in line. Disappointingly, the delivery did not arrive by 10:30pm. I contacted the store in Stirling, and the night manager was unable to explain why our order was not delivered. No one communicated with me regarding any cancellation. This situation is very inconvenient, especially with young children and with little food at hand over the bank holiday period. I would have made alternative arrangements if I had known about the issue. This experience with Waitrose has been frustrating and disappointing. I am requesting a full refund and will reconsider using Waitrose for future food deliveries.

I recently indulged in a shopping spree at Waitrose, spending £[redacted]. However, I was quite disappointed with the level of service received. Despite my occasional shopping splurge, I anticipated a superior customer experience, especially with a voucher to ease the cost. During checkout, staff seemed indifferent and I struggled to fit all items on the conveyor belt due to its size. As a 71-year-old with arthritis, managing this task was challenging. Although I usually refrain from complaining, the lack of assistance was disheartening. A redeeming factor was a helpful young man in the car park who assisted me with packing. Upon checking my bill, I discovered I was charged for an extra Tropicana and falsely billed for cheese scones. The overcharge totaled £3.85. While the voucher lessened the impact, the error felt like a give-and-take game. I expected a more friendly and efficient service from Waitrose. This experience occurred at the Northwich store ref [redacted]01/ [redacted] [redacted].

I have been a loyal customer of Waitrose in Sunningdale and Bagshot, Surrey, both in-store and online, since [redacted]. Unfortunately, my daughter is currently unwell with COVID-19 in Norwich, and I am unable to travel to help her with food deliveries. I recently placed an order with Waitrose, including essential items for her health, like fresh soups and quiche, which were marked as unavailable. I am disappointed with this outcome and wonder if a special order could be arranged to her address in the coming days. Order number: [redacted]9. The total cost of the order is £49.62, paid using a Visa credit card ending in [redacted]. I appreciate your assistance in this matter.

This morning, I encountered an issue with my vouchers through the app. Despite not selecting a particular voucher, it was chosen automatically. Upon discussing the matter with a staff member, I was directed to a supervisor or customer service representative. Unfortunately, the woman who assisted me was dismissive and somewhat rude. Despite my explanations, she insisted that I had selected the voucher in question. This behavior is not isolated, as I have witnessed similar instances involving her interactions with other customers and staff members. I have been a loyal customer at the South Woodford branch, appreciating the friendly, polite, and professional service, particularly during the lockdown. Although I do not know the full name of the staff member, she was referred to as "Yasmin" by another employee. Kind regards, L.W.

I am disappointed with the decline in Waitrose's customer service, which used to be outstanding. Despite being pricier, I've been a loyal customer for years. Recently, I drove to my local store after being told they had Xmas cake kits in stock, only to find out they didn't. I then placed an online order for pick-up on Monday, but upon arrival, I was informed they couldn't hold my order without stock delivery. The lack of communication and inefficient system led to wasted trips. When I called customer service, the person seemed unprofessional. I was transferred to another representative and requested to speak to a manager, to which I was told it would take 72 hours. With the current cost of living crisis, it's crucial for Waitrose to maintain high customer service standards to retain loyal customers. Lately, I've noticed a decline in service quality at the Newbury store, which I prefer due to exceptional staff. I hope for improved service and clear communication regarding the availability of Xmas kits to avoid inconveniences and potential loss of customers to competitors.

I want to address a frustrating situation that I experienced today due to poor communication. I had scheduled a delivery between 8-9 am, but nothing arrived by 9:10 am. When I contacted the Biggin Hill store, I was informed that they couldn't deliver my order due to a lack of drivers. I was left with the options of picking it up myself or waiting for another delivery day. As a vulnerable individual who relies on deliveries because I dislike shopping in-store, this was disappointing. Recently, Waitrose changed my delivery location from Sevenoaks to Biggin Hill without considering the customer's convenience. This switch has resulted in ongoing issues with my orders. Despite being a loyal customer who spends around £[redacted] weekly, I haven't received any vouchers like my friends have to encourage further shopping. Having shopped at Waitrose since [redacted], I feel disheartened by these changes that don't prioritize the customer's needs. I am now contemplating taking my business elsewhere. Best regards, Pauline P.