Waitrose Reviews 307

Terrible service. Waited 4 weeks for delivery, when it eventually turned up I was missing a bottle. I spent 10 days and three emails trying to contact them. Had no reply and a refund today for the missing bottle. I think a reply to keep me in the loop would’ve stretched them a bit too far, I understand it’s quite an arduous task to reply to someone but it would’ve been appreciated.

I ordered a specific bottle of vintage port and was delivered one 6 years younger - I phoned customer support who said they would look into it and would call me back the next day - never heard from them again. The customer service person was rude and very unhelpful. Will never use them again… very poor, I expected better.

Couriers unable to deliver.
I ordered some wine on Monday 20th October from Waitrose Wine Cellar.
They use useless couriers who have repeatedly failed to deliver to our address although last time after 10 days they did find us.
So if you want to buy wine from Waitrose, purchase through their local grocery delivery service - don't use Waitrose Wine Cellar if you want to receive any wine.

We ordered four bottles of a specific vintage and a different vintage was delivered, without any notification of the change by email or in the delivery box/delivery note.

We had specifically researched and ordered this particular wine to give as gifts, which had received significantly positive reviews from a range of professional wine tasting organisations and other media e.g. newspaper reviews. We triple-checked the vintage before ordering. The one we were sent is so recent that it hasn't even been scored yet by the Wine Society.

The vintage of a wine is one of the most important elements that helps buyers understand the quality and external market value of wine. To simply substitute a random wine for a specific, very highly-regared vintage without notifying the customer at all seems wrong. In the same way that I wouldn't expect jewellery marketed as gold to be substituted for something gold-plated without notification, wine shouldn't be swapped without notification. The customer service team weren't exactly unhelpful.... but also weren't particularly pro-active either.

2 boxes of wine ordered, 1 box was damaged in transit, refund offered was less than I paid, this included the cancelled free postage. When I knew of the refund offered I elected for my wine to be replaced. That requirement was totally ignored and the refund just paid. Obviously a refund is cheaper for them than a replacement. Compensation for my troubles was a no-no. Where does a person go to complain as they hold all he cards. Unable to see me doing business with them again.

Having had some poor experiences with John Lewis when I placed my order I was worried about delivery. They delivered the next day. I had asked the courier to delay delivery but the courier ignored this and left the wine on the doorstep so had no ID and the photo did not comply with the requirements.
I could not have had better service from Waitrose Cellar. They looked in to the issue and wrote back to apologise . Prompt and courteous.

Second time within three months - an order of wine (value £250+) failed to arrive on the designated day. Last time driver apparently got lost. Today, DHL give me a time then, during that one hour window, email to say my delivery address not found! After I have regularly had Waitrose Wine Cellar deliveries for over 10 years. DHL have cost Waitrose a loyal customer - Tesco, Sainsbury etc from now on and, as well, the Waitrose South African customer service is appalling - quality of phone line, diction of advisors, scope for their action - could not even confirm my requested cancellation.

If I could have left zero stars I would have. Ordered wine on 26 august. First delivery failed as they hadn’t added my door number to the address. It bounced around for a week or so and then it was returned to sender.
Second attempt arrived… but it wasn’t my order! Right address but wrong person, wine and invoice. Third attempt.. again, they reverted back to original address with missing door number so have now had it confirmed today that the wine is yet again winging its way back to Waitrose. I was assured on Monday I would receive this before the event I needed it for tomorrow. Never again!

Don't Buy Meat From Waitrose As A Christian I Find It So Wrong There Meat Is Halal They Cut The Animals Throat While It Hangs By It’s Neck And Recite From The Koran While It Bleeds Out As A Christian I Find This Disgusting And People Are Starting To Boycott Waitrose Including Myself

Ordered a big box of wine 2 weeks ago. It didnt come on delivery day, so called the day after to see where it was. The EXTREMELY rude call handler seemed to manage to blame me. No apology. Told it would be here in 3 days. It hasn't arrived a week later. Now down a substantial amount of money, with no wine. Definitely the worst company I've ever felt with. Not just rude and useless, but have now stolen money they haven't refunded.

Wrong vintage delivered - AGAIN!

Waitrose delivered (some) wrong wine (white for red, and of a lesser value) with no delivery note, explanation or record, and then when we phoned up said we had to return the incorrect bottles at own effort / expense before they would do anything to sort it out. (So, we have to fix their mess or just put up with it.)

My recent visit to the Waitrose on Ballards Lane was a testament to their exceptional service, living up to the positive connotations their name always evokes. I was unfortunately overcharged for a rotisserie chicken on two separate occasions. However, the manager's response was what truly impressed me. He was incredibly understanding and generous, rectifying the overcharge and even presenting me with a beautiful bouquet of flowers. This act of genuine customer care perfectly encapsulates the Waitrose ethos: keeping their customers first.

I'm trying to place an order and for some odd reason I have to log in as a guest!!!! And now there are no other payment options except Credit Card, what's happened to Paypal etc. I cam't believe this is Waitrose. Very very disappointing

Awful part of the John Lewis group. Cancelled an order C1246679 but received it anyway. Obviously the dark side of that company. Avoid.

I ordered a crate of wine and amazed it was going to be delivered before the expected date .

On the day I received an email to say it would be delivered by Parcel force before 7.18pm. I was so disappointed and if I had Known I would certainly not have placed my order.

Sadly I had to pop out for just 20 minutes and missed the all day and most of the evening Friday delivery. Do parcel force work till 7.30PM!
I now have a card to say next working day I guess Monday . No doubt another all day till early evening delivery slot!
The delivery is Monday estimated delivery before 3.15pm. So a second full day waiting at home. Never again!
On the morning of delivery most company give you a 4 hour window. Not parcel force.

Come on Waitrose sort out your poor delivery service!
Your poor scoring reviews say it all.

I stopped using John Lewis when they left their world famous customer service and went to a disjointed call centre.
Rarely use Waitrose too. I was an avid fan of both.
How the mighty have fallen

Bought x6 Bottles of 2017 wine at £40 per bottle, Got 2021 delivered - which is a very different prospect. 4 calls to customer service and nothing sorted. They were so unreactive - promised a lot and then did nothing. I felt very let down - expected much more from Waitrose Cellar. They did offer a £25 credit - which I declined. I was after a PROPER apology but never got one.

Brought a selection of wine when on offer. Delivered to home within a couple of days by a very helpful driver. Ordered a second lot while still on offer and collected next day in store, order ready and waiting.
Can’t wait for next offers.

Really poor experience. Very slow to
Dispatch. DHL failed to delivery. I had to collect. No reply from Waitrose when emailed for help.

I ordered some wine for a father's day gift in plenty of time for it to be delivered (in the UK). The courier - Parcelforce - damaged the parcel and messaged to say they would try to re-deliver. Waitrose gave me the choice of a re-order or refund. I chose the former and accepted a small voucher compensation. Ten days later, Parcelforce is still unable to give me any information about delivery date/time. Waitrose is fobbing me off with the 'it's all down to the courier now' line and not accepting any responsibility. It's Waitrose that took my money and it's Waitrose that needs to resolve this.
Very disappointed and this does not reflect previous experience with Waitrose Cellar. I am in the process of making a complaint.