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Frankly I find the reviews on this website difficult to believe, I have been using Waitrose Deliver weekly for three years and whilst there have been occasional problems, as one would expect with over 150 deliveries, nothing to warrant such awful reviews. Perhaps it depends on the individual branch.
However I am very happy to get my weekly grocery order from them.
made an error entering my new email address, have spent hours on phone trying to sort it with customer services (ha Ha). quicker to drive to store and back. Needless to say customer services unable to sort out access to account.
Used them for the first time online and wont be doing it again. The time slots are a stretchy 2 hours and the driver was over 55 mins late. To be fair they did call however it still took far too long to wait in on groceries - sticking to Sainsbury's!
waitrose online delivery from hitchin ran into my house with their van, and 5 weeks later I still have two holes in my wall. Trying to get any action is like pulling teeth and they remove posts to their facebook page even though they are completely civil. Guess its hard to rate them even one star!
Decided to try Waitrose's online delivery service. Had booked a one hour slot first thing in the morning. It didn't turn up. Nobody got in touch to say that it would be delayed. A call to the customer services team at 8:15 am wasn't much help. They didn't know where the driver was and so didn't know when the delivery would arrive. I had to leave for work so they promised that someone would be in touch to rearrange same day delivery.
I received no call. I chased again and found that actually they couldn't deliver and that they'd be offering me a refund. No alternative delivery times were offered - just a voucher for my next shop, which seemed a bit of a joke given all I wanted was my shopping to arrive on time and without any fuss.
Our experience is exactly the same as some others posted below - placed first order after seeing the free champagne offer in January and when it was delivered a number of items were missing including the champagne. I was told that the local store would be in touch to arrange delivery and nothing!!! A follow up email to customer services as also been ignored. Very poor indeed!
Are tales of Waitrose/John Lewis service legendary or more merely mythical? Friends of friends apparently had wonderful experiences. Not me. Just about to tuck into a fresh fruit salad bought at Waitrose, Salisbury, I realised I was not the only one, that there was a weevil already happily dining. Not a nice sight when you're about to spoon a handful of raspberries into your mouth. After complaining to Waitrose they eventually presented me with a £10 voucher accompanied by a brief and xeroxed apology. Now, bearing in mind the raspberries cost me something like £3, and the thousands I've spent in Waitroses over the years, I can only describe this as ultra-shabby. A more personalised letter on its own, a somewhat less insulting sum, either would've sufficed, but this? Waitrose would do well to remember that a happy customer tells a few friends of his/her experience, an unhappy one tells just about everyone he/she meets. And so I am.
Every week it got a bit worse! few minutes late to the grand finale of 2 hours late! Waitrose Grocery Deliveries - Goldsworth Park Woking. What an absolute shambles. Customer service really are not interested. Complete the survey and no one contacts you! Cancelled the last order and 12 days later waiting for a refund! Full of empty promises that the next week will be better, couldn't give a monkeys and I always thought customer service was a crucial part of the John Lewis/Waitrose brand, not anymore! So thats the end of waitrose online grocery shopping for me! I will never get the wasted hours waiting for shopping or a return call from customer service again. I really have to consider whether I will even shop at John Lewis now. Same company, same customer service. Good luck to anyone ordering groceries from Waitrose!
Whoever designed the website & supporting systems should be fired. It is almost impossible to know whether you have been charged the correct prices. Sometimes discounts are shown next to the product, sometimes they are listed at the end with little clue as to which product they apply and sometimes they don't appear at all. On top of this the format of the confirmation email and the delivery note are different so cross checking is very difficult. Our second delivery, which will be our last, cost 41p more than the total on the original order and, despite an hour or so with a calculator, I have no idea why. I also agree with other comments here about short sell by dates and substitutions. Apparently if a more expensive product is supplied, you are only charged the price of your original item but this is very difficult to verify
Ordered online and a number of items were missing (inc the free champagne promised)! E-mailed customer service and they arranged a refund for the missing things. They told me the branch would be in touch to arrange re-delivery of the champagne but the Aylesbury branch have not felt it necessary to contact me. E-mailed customer services three days ago to advise of this and voice my disappointment but they haven't yet responded. Not what I would expect from Waitrose at all. Mistakes happen but it's how organisations deal with those mistakes that matters and the Aylesbury branch haven't lived up to the high service usually to be expected from Waitrose. So disappointing as was really looking forward to them coming to the town!
The delivery drivers in our area, Malvern, are smartly turned out, polite and helpful. But when you've said that you've said it all! I've also tried on-line shopping with Tesco and Ocado and both knock spots off Waitrose, offering one-hour delivery slots as against Waitrose's 2-hour windows, which even then they don't always keep to. Yes, they do 'phone to tell you if they are behind schedule, however that doesn't make up for having to wait in for ages until they eventually arrive. Our local Waitrose is only ten minutes' drive away, so how come they cannot match their competitors' timeliness? In contrast, Ocado sends emails advising the delivery is on its way, whether there are any substitutions (rare), even giving the driver's name. Then there's the question of missing items and substitutions. As many others say in their opinions, deliveries are frequently short. There really is no excuse for not checking that a customer's order is complete, whilst charging for the omissions. What really puts me off is the number of substitutions and the way these are made. Nearly every delivery I have had contained substitutions, in several instances more than one. Frequently the substitution was of a more expensive (by weight or volume) alternative. Recent examples include such everyday items as butter, cheddar cheese, frozen food bags and tonic water. Why Waitrose don't have better stock control, so you don't try to buy something that's unavailable, I cannot think. Tesco and Ocado fare much better in this area, both offering a wider choice, plus helpful customer reviews. Some lines, such as Waitrose prawns and their cheaper coffee beans, are downright horrid: not at all the quality we've come to expect. I took up Waitrose's bottle of champagne offer and am working my way through their escalating money-off vouchers, but once I've done so I shall be returning to Ocado, especially when they start offering Morrisons' lines too, as I understand is soon to happen. Sorry, Waitrose, but you really have lost the plot (and a customer)!
FOR SOME REASON I NEVER RECEIVED MY VOUCHERS FOR ALL THAT FOOD SHOPPING IN DECEMBER. AFTER PLACING AN EMAIL TO WAITROSE THEY HAVE RESPONDED FROM CUSTOMER SERVICES INFORMING ME THE VOUCHERS WILL BE ISSUED IN THE POST IN 3-5 DAYS. THANK YOU MARCUS SMITH FROM CUSTOMER SERVICES :) I LOVE WAITROSE.
Due to ill health I cannot currently visit my local store. I made four online orders and I am still waiting for refunds from each order for items not delivered or for substitutions! I clearly marked do NOT substitute with ....... And yet three of the orders did exactly that! Additionally I was charged for items that were out of stock! There was no offer of a substitution, I did not say no or send the alternative back, they didn't send anything and yet I was charged and I am still chasing the refund as the driver has not 'notified' them as yet!!!!
I received items with 24 hr shelf life, milk that was off, and the birthday order for my mom had no flowers and no substitutions!
14 days later I need to pay my credit card and yet I am owed £40 of refunds! I have called several times to be informed that refunds take 5-7 days, so why 14 days late am I still waiting?
The drivers are lovely but the rest of the service fails completely! I am so fed up chasing that I for one will rethink visiting any waitrose or john lewis store again !!!
My delivery was late and we received no warning. 40 mins after the delivery slot ended, and with an important meeting to get to, I had no idea if they were even coming. While we were waiting we called customer servs at the Barry store which our shopping was dispatched from, of course they don't use local numbers so it costs a bomb. They just said "I've no idea" whatever I asked them. Got the distinct impression I was the bad guy and they really didn't care at all. Emailed customer servs, 2 days later they said sorry, have a £10 voucher for your "next shop". EVERY customer gets discounts anyway off their 2nd, 3rd shops etc under a current promotion, and you can only claim one discount per delivery, so I have to shop with them (at least) another 4 times if I want my compensation. I queried this with them and they confirmed that was the case and said I had to call them (at further expense to myself) if I wanted to discuss it further. I replied saying that wasn't acceptable, and they have just ignored me. Needless to say I'm not going through the above another 4 times just to get my tenner back, and all they have effectively done is palm me off. Considering good service is the ONLY reason I ever use waitrose, it's safe to say that I will not be ordering from them again.
So excited to book my first Waitrose delivery. Meant to arrive between 5 and 6 tonight. After 3 calls where I was promised a call back + received no call or text - the order finally arrived an hour late. The guy stood on the doorstep and handed me about 6 bags, then waited for me to come back for more. I thought they were meant to bring them in for you. He then asked me to sign. No apology, no voucher for late delivery, no mention of any substitutions. So I asked him if there were any substitutions and of course there were. I bring the items into the kitchen and check the sell-by dates - all in the next 2 days…great! Then I find 6 items, of course all the large items like loo roll and fabric conditioner are missing. I'm sure they're still on the van with the dopey driver who didn't have a phone with him to let anyone know he was late. Actually he left 40 minutes late from the shop so was never going to be on time. Would I use again…absolutely not, what a waste of time, I still have to go to the shops tomorrow. Will now try Ocado!
So far I've placed 2 orders online and it's taken hours with an unstructured site and constant issues with access and passwords. When the delivery did arrive, on time, the majority of fresh vegetables were unavailable. Staff are all helpful and friendly but it's quicker for me to physically go to the shop and queue up than it is to endure the torture of the website. I can never fathom out how the discounts work whereas Sainsburys and Tesco make this very clear. Food quality is always good but if I can get better service via Ocado I will try this next.
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