Waitrose Reviews 307

If I could give them zero stars I would have done that. I ordered 12 bottles as a Christmas gift. I gave them 18 days to get the order right and they failed on every level. Did not have enough stock, did not give me the promotion that was running when I ordered, did not contact me to substitute, so that we received the right number of bottles and did not deliver 12 bottles. A truly horrible experience with customer service. They do not care about service, customer satisfaction or quality. Such a shame as they used to be wonderful. Will not shop there again.

They are useless. They couldn't even get a case of wine sent to their own local store. They promised a refund for the failure to deliver the order and a gift voucher as compensation for their incompetence. Neither have arrived.

Hopeless. Said it would be 3-5 days delivery and 15 days later I’ve not heard a thing. Don’t reply to e mails. I’m going to have to put a charge back through my credit card.

What happened to the great wines that cellar used to do - Tesco have jumped ahead with much more interesting wines. Sadly when you go into Waitrose or look online at cellar the number of interesting wines has really dropped. It used to be my go to but now I hardly buy a bottle...whereas Tesco have done the opposite!

My delivery went pear shaped since the courier (dhl e commerce) failed to ensure timely and proper delivery.
A call to the Waitrose cellar customer service and things were sorted out promptly with immediate refund of the “damaged and undelivered” items.
The items that were received were fine and previous orders were also w/o issue. Only problem is that they should change courier

Ordered two cases of wine for a party only one arrived the other was at the depot, damaged! Had to source wine elsewhere which defeated the object of ordering online. looking at the poor level of reviews, someone at Waitrose needs to get a grip! I have my own business and I would be mortified at the reviews!

£700 Christmas cellar order, ordered in mid November, 5 promises of delivery 5 times told it didn’t go on the delivery van and next time it will definitely be there, a month later and still no delivery!! Will be trying to get a refund tomorrow and go to Tesco’s online instead never had a problem with their deliveries!

Ordered on 26/10 with 25% deal, paid £7 for next day delivery - order duly arrived on 29th October, should be mixed case, was 12 bottles of Riesling - contacted them they put order through for mixed case, then emailed to say out of stock and so asked for refund - emailed me on 1st November to say refund processed it would be in account in 5 days, NOTHING, emailed them again, next they say they sent me a gift card, i told them I wanted refund as i wasn’t in need of gift card (this was apparently sent special delivery on 7th November) - I have not received a refund or a gift card. Now they say there is a problem with their new system being unable to process refunds - they have £138 of my Christmas spending money - nice for them.

Flaky website. "Guest checkout" only so no record of order, except confirmatory email which doesn't specify bottle sizes. Prices/offers are represented inconsistently across different parts of the website. It took me four attempts to place a click-&-collect order. First three tries, after confirming payment, I got "Your selected store is now unavailable on this date : Try Again", but I'm not selecting the date - they are. I then had to type all my payment data in again because of "guest checkout". I got my order placed eventually but won't bother again unless things improve.

Really shoddy customer 'care'. I placed an order for the 25% off recently, and was going to collect the bottles. I was told that there was a delay. This was then a 'lost or broken'. By this time the 25% off had finished. After nearly 2 weeks, I was told that I would have to reorder at the higher price, and then I would be given a credit note for the difference AND wait for the original money to be credited back to my card. No compensation for the fact I have spent a lot of time chasing up & no reasoning as to why I have to pay the higher rate, and spend money that I don't want to allocate on a credit note! Very, very poor

Placed an order with the ‘25% off 6 bottles or more’ promotion. I received an email and text from Parcel Force giving a delivery date and time. Stayed in that afternoon but no delivery. When I checked the tracking information it said that it had an incomplete address, was unable to be delivered and was returned to the depot. When I contacted Parcel Force, assuming all I had to do was provide the full address and it would be delivered, I was advised that the full address information had to be provided by the sender and a £5.50 re-delivery fee had to be paid. I contacted Customer Service, after being 20 minutes on hold, I was told that although I had provided a full and correct delivery address it would appear there was a fault in their system and the first line of my address was missing from the label. I was also told that the staff member had never heard of a re-delivery fee and would need to investigate this. The earliest any re-delivery could be arranged would be the following Monday. When I explained that I was away from home the following week he said that all he could do was cancel the order as there was no delivery on a Saturday and it couldn’t be held until I returned home. This was certainly not the outcome I was wanting and now have no wine, no refund yet and a wasted half day waiting in for a delivery that never came. The 25% promotion is now finished so have lost out there too. Won’t be giving Waitrose Cellar my business again.

By their own admission they were unable to accept payment on the Waitrosecellar.com website from their own brand John Lewis Mastercard.... their solution was to suggest using a competitors credit card - think this tells all you need to know about their competency and the shambles that is their Mastercard

Thought I would buy £300 of spirits and wine.
Delivery charge £5.95
Click and collect £3.95
What a joke, if you spend that sort of money it should be free.
Walked away so they lost that order.
Not value for money anymore.

Just had our £100 cellar mystery box delivered and by adding up the values just shy of £200 a bit Red heavy but some really nice looking wines we will now take our time over. Bottle and a half of champagne (Full bottle of Veuve Clicquot Yellow Label and a half Lanson Black Label.
Overall very pleased

Ordered 3 bottles of Brandy for delivery. Delivered by DHL with one broken bottle. Returned the broken bottle to Locks Heath Waitrose who arranged the Wine Cellar to replace it. Replacement arrived delivered by Parcel Force but inside was someone else’s whiskey. Returned the whiskey to Locks Heath and after an interminable wait on the phone the Wine Cellar sent my brandy on next day delivery with DHL. DHL failed to deliver and claim their driver could not access the address, absolute BS. They will now attempt delivery on Monday 16/09 for an item originally ordered on 31/08 for delivery by the 4/09. I give up, would not recommend either the wine cellar or DHL.

Item was damaged and held back by parcel force. In notes it says it is delivered to DESTROYED. Waitrose customer service saying it was delivered to me which is absolutely not the case and tracking clearly shows item was held back as damaged. Fighting for a refund. Poor customer service, won't order again!!

Waitrose Cellar used to be good. DHL only part delivered - Waitrose said some goods damaged. By this stage most of the wine out of stock (25% off). Polite but no attempt to sort out the bottles not still available either from the damaged order or stores. Just too much trouble to value customers.

I did my weekly shopping in Waitrose three items were not good at the same time I had an email from Waitrose asking what I thought of my shopping I explained two melons were not eatable one had gone inside to a very soft mush the other was tasteless more like rock the third item was apricots which when split open were completely black the email asked me to send it to Waitrose and they would reply but nothing about my complaint,it is a real waste of time if you get no response why ask me in the first place if they do not bother to respond I gave as much detail on the email but my time is limited at the moment as my wife is having chemo for cancer otherwise I would have taken these items back to the Chichester store

I ordered and paid for next day delivery. Received an email from DHL to say my wine was on the way first thing Friday morning and then at 9:30 the tracking just disappeared. Received an email at 6pm to say I’d not been in when they tried to deliverer but they hadn’t even tried to deliver at all. Now on day three and I still have no response from Waitrose about what is going on and where my wine is but they have still charged me for wine I’ve not received and for next day delivery. I expect terrible service from DHL as they do this all the time, but I expected better of Waitrose.

Dire service. 6 bottles ordered and still not received after 15 days. No response from their customer service after 5 days