Waitrose Customer Service Issues

Today, during my visit to Waitrose Sheffield, I initially used a basket but later switched to a trolley for extra items. I experienced a frustrating incident when the trolley collapsed after I loaded it with items. Upon seeking assistance, the manager's first reaction was to question why I used a trolley that was obstructing the toilets, instead of checking on my well-being. He then mentioned that he was aware the trolley had three wheels and shouldn't have been used. Despite not being aware of the faulty trolley, I was surprised by the lack of concern for safety. This situation could have been dangerous, especially if a child had been nearby. I also highlighted previous safety concerns in the store regarding holes in the parking lot that remain unaddressed. I am eager to hear back from you regarding these issues.

On the 3rd of January [redacted], I visited my local Waitrose in Twickenham and noticed a sign promoting their animal welfare practices. The sign claimed Waitrose treats animals well and is a trustworthy source for such products in the UK. It leads to contemplation on whether animal welfare can coexist with the act of slaughter. This notion questions the credibility of Waitrose's claim. Suggestions are offered on understanding all perspectives, including that of animals, to truly embrace ethical treatment. When advocating for animal welfare, actions should align with the principles being promoted. Researching and ensuring transparency in their practices are advised, along with considering the basic needs of animals for their well-being.

I recently had a disappointing experience at your Leighton Buzzard store last week. After scanning my item at the self-service till, the screen requested assistance while I was looking for my cards. A female staff member insinuated that I hadn't paid for all my items due to having more in my bag, which left me feeling embarrassed and upset. Despite being a customer for over 30 years, this incident has made me reconsider shopping at your store. I hope to hear your response on this matter and can provide further details about the staff member in question. Thank you, Mrs. K. Lumbers.

Membership Number: [redacted][redacted] I am experiencing difficulties with my ScanPayGo app as it has been locked and is currently not functioning. Yesterday, on 6/3/23, I used the app at your Cheltenham branch around 10 am. There was an issue at the checkout and I had to rescan my items. It's important to note that Cheltenham is not my usual branch. Today, on 7/3/23, when I attempted to use the app at the Witney branch, I discovered it was locked. I sought assistance from customer services, who informed me that the matter needed to be resolved at the Cheltenham branch, which is not feasible for me. Can you please help me resolve this issue promptly? Thank you, Graham Le Good

Order number [redacted]: I placed an order for 12 bottles of wine on March 8th to avail of the 25% discount. However, I wasn't able to pay during the order. Today, on March 17th, I went to collect my order through click and collect, only to realize that I couldn't get the discounted price as the collection date was after the offer ended. I am disappointed as I drove 30 minutes to the Sherborne store. This was unexpected from Waitrose, known for its customer service. I hope you can help resolve this matter promptly. Thanks, Ferlina Allen

Dear Customer Service, I recently received a bouquet of flowers from my daughter, who is studying abroad, and I must say I am greatly disappointed with the quality of the flowers. They are a far cry from what was ordered and look wilted and sparse. I am surprised that a reputable brand like Waitrose would provide such subpar products. The flowers were sent by my daughter, Miss Freya Jones, and I have attached photos for your reference. I hope to hear from you soon regarding this matter. Sincerely, Mrs. A. Jones 48 Wilmott Lane, Gosport

I wanted to share my experience at your Biggin Hill location on Tuesday, March 21st. I went to buy medicine for my ailing son and a few items in-store. While at the self-serve checkouts, the last item I scanned didn't reflect the reduced price. I called for assistance, but no one came. After seeking help from the nearest cashier, I was told to wait, with no apology offered. At the help desk, where three employees were present, I inquired about the lack of assistance at the self-serve counters. Even though they acknowledged my question, no one directly addressed me or said sorry. One of the employees made an announcement over the intercom for someone to come to the checkout area. Despite this, no one arrived. I eventually moved to a regular checkout, where I had to wait in line. The cashier there was understanding and apologized for the inconvenience when I explained what had happened.

I am experiencing difficulty changing the delivery address on my Waitrose App. Even though I am trying to edit the address to Flat 1, 11 The Grange, London SW19 4PT, which is already saved in the app, it keeps defaulting to The Orpheus Centre address during the payment stage. I need the order to go to the updated address but I am unable to make the change successfully. This issue is causing frustration and wasting my time. Any assistance would be greatly appreciated. Thank you. - N. Klug

As a longtime Waitrose card holder, I recently purchased charcuterie and Italian breadsticks but found the breadsticks were all cracked upon opening. When I wanted to return them, I was informed that a receipt is necessary for returns due to past issues with theft. I completely understand this policy. To prevent any confusion, I suggest adjusting what staff say at the end of transactions. Instead of asking, “Would you like a receipt?” I propose they say, “You can only return a faulty item with a receipt. Would you like one?” This small change in wording could help clarify the return policy for customers like me. I believe this adjustment is important for customer satisfaction. Thank you.

My order number [redacted] was scheduled to arrive between 8 and 9 pm today, but it still hasn't been delivered. The app has shown it as 'next for delivery' for the last 2 hours, and I received a call from Waitrose informing me that the driver was running late and that it would arrive by 9:45. I am feeling frustrated with the continuous issues I have faced with Waitrose service over the past year. My order, like usual, had several substitutes and a missing item. It is now 10:50, and I have decided not to accept the delivery. This entire situation has ruined my evening, and I am feeling both angry and upset. I am very disappointed. Salma Shah

While shopping today, I encountered a rude cashier when a product didn't have a barcode. I suggested going back to find a replacement, but the cashier insisted I bring all the items and handle it myself. I believe it's not the customer's job to deal with missing barcodes and they shouldn't have to waste time. The cashier should have been more polite in resolving the issue.