Waitrose Avis 

Sharp practice. Not what I would expect from Waitrose. Two weeks ago I ordered a wine that was not in stock, they sent me a less expensive alternative for the original price. The original wine is still being advertised today on their website, even though they know, and I know, it’s not available. Reputation, Waitrose, reputation. GB

AVOID, you have been warned. Very slow service, response to emails slow. Item not delivered on day I was told by DHL that it was arriving, waited in all day.
Waitrose don’t seemed bothered and it seems that this shambles of a service is half heartedly run. Still no delivery so would not use again, it’s quicker to grow some grapes and make the wine myself.

Again issues with payment desk. Being in a wheelchair it's one of the most unfriendly supermarkets to visit. Primark has a wheelchair friendly payment section. So does M and S. I spoke with the manager and she couldn't be more unfriendly. I won't let myself be put into that situation again.

Have ordered twice online and both times the experience from order to delivery went very well.

Useless , wasn’t delivered when DHL texted they would
Then half the order was missing
2 emails up chase- no reply for 5 days - to then ask for my address! Don’t you just hate that when customer service staff haven’t had the basic training in reading the email ( yes it was all in the email along with my order number)

First part of item that arrived was damaged

Praying I get the other part in time for Christmas ( maybe 24 not 23 mind !)

This company is incompetent. I ordered 24 bottles of wine recently, they delivered 15. No response on when the remaining bottles would be delivered. I left it 2 weeks (reasonable) and contacted them. They told me it had been 'damaged in transit' a day or so earlier. They didn't bother telling me via email or telephone.
They said they would refund the 25% discount and the C&C charge and I'd get the voucher in a day or two.
Nothing received over a week later (why am I surprised?)
I check the order to find they actually missed another 3 bottles of wine! How did they miss this? (I was abroad when I made the initial enquiry, hence I hadn't noticed).
Do their computer systems not work? Utter incompetence. A complaint has gone in, let's see how they recover this.
TLDR - don't use Waitrose Cellar unless you want to waste a couple of hours trying to find where your wine is.

Several things aren't clear - Waitrose and Waitrose Wine Cellar are separate, gift cards and vouchers are different and the customer service is below the level I've come to expect from John Lewis and Waitrose. I purchased a gift card (via work) to use in the Waitrose Cellar which was rejected because it's not a voucher - even though John Lewis and Waitrose don't sell vouchers any more. E-mailed (still no response a week later), called three times, staff sound depressed and defeated, no attempt at problem solving. I bought my wine elsewhere and have £60 sat on a gift card. Honestly, I don't know why John Lewis and Waitrose are allowing this poor attempt at customer service to damage their brand.

Two weeks in now and still no delivery. Avoid this shameful company,

The first couple of times we used Waitrose Cellar were not bad. I mean they delivered the wine eventually but their communication was awful.

The latest order was appalling. After completing the order on my end I checked that the money had gone out of my bank account; it had. I waited for confirmation via email but none came. I queried it by phone and the woman who answered could not possibly have been less interested. Instead of owning the problem she couldn’t get rid of me quickly enough; her attitude being ‘not my problem’.

It appears that the money was returned, but they refused to honour the offer which was valid at the time of ordering!

Anyone recommend a good home wine delivery service?

Bought 2 bottles of expensive limited edition whiskies, with special presentation boxes. The boxes were packed with no packing material, with about 6 inches space at all sides. There was also a miniature of Tia Maria in the box. I picked the package up instore, but the boxes had creases over the box where they had been bouncing around in the box in transit, being hit by the miniature. The response from customer service was just an automated responce with no-one following up on it. The box and the bottle were the main bit about this particular whisky, as it is £130 extra in price than the standard box. Avoid ordering anything valuable or delicate, as the packaging is awful and customer service non existent.

Ordered a nicer-than-usual bottle of wine as a gift for my Dad's birthday online via Waitrose Cellar. The order was placed on the evening of Tues 3rd Oct and I was initially told it would be delivered by Friday 6th (his birthday was Sat 7th). After it not being delivered in time, I checked the purchase confirmation and it stated that delivery would be made on or by Monday 9th and that I would receive an email confirming dispatch. I had no correspondence by 8pm on the 9th so called the number given. The number cut off twice after I chosen option 2 of 'flowers, wine and gifts'. The 3rd was answered. I was told by the representative that the order had been dispatched today and that orders take 3-5 working days to be delivered: this is not what the Waitrose Cellar website told me when I made the purchase. No apology or delivery refund was offered. I checked my inbox including spam after the call and no dispatch email had been received.
Delivery windows should be accurate and reliable, particualrly when the charge is £5,95 for a small, single item.

After reading the reviews here it seems that this is rather typical of their service. I won't be using Waitrose Online again, which is a shame as I may well have done in the run up to Christmas for presents, treats etc and has resulted in another negative review for them as well as a late (plus still as yet undelivered) birthday present for my Dad.

This is my 1st Trustpilot review but thought it was important to share my experience as Waitrose is typically a trusted brand.

An expensive whisky was sent to the wrong address - which was spotted from the tracking - and item was rejected by neighbour - so sent back to Waitrose. Despite four calls at all stages of the process pleading with Waitrose to update the address, send the item to me and not the neighbour, the address was not updated, and further, could not be reallocated to me as it was 'out of stock and discontinued'. Waitrose unable to put a note to their warehouse to reallocate to me, so customer services effectively shrugged their shoulders and said they could not do anything about the system - and then offered me a *much* cheaper bottle of whisky 'at no extra cost to myself'. Pathetic processes, and customer service, and now I've permanently missed out on a rare bottle of whisky for a relative's birthday due to it. Just avoid them, and use literally anyone else.

Why oh why is Waitrose Cellar using Yodel’s dreadful delivery service? It reflects so poorly on them. My order of over £500 was left immediately inside the entrance hall to the block of flats where I live in full view of the street where it could have encouraged a break-in and theft. Waitrose’s email advises that a signature is required. The driver did not follow their delivery instructions: they did not bother to ring the entry phone as I was at home and no card was left. No wonder the John Lewis Partnership is doing so poorly if this is the best service that they and their service suppliers can provide. I rarely shop in Waitrose food stores any longer as their offer is expensive and PJs Sloane Square is a shadow of its former self. If John Lewis/Waitrose continues on its current path it will go the same way as House of Fraser and Debenhams.

I wander why Waitrose even bother to offer a delivery when it’s impossible to get an order completed on line.
After completing my order three times for twelvei bottles then the order disappears well, I just gave up!!! Waitrose read all of these complaints & Wakey wakey.

Shame I cannot give ZERO stars. Order two cases of champagne. They took the money and sent some mediocre wine instead. I called to arrange collection and asked for refund. They arranged collection and redelivered a wrong order. I asked for it to be collected and refunded. They sent the courier to the wrong address. You just couldn’t make that up! Bottom line - after a week I’m stuck with wine I don’t want and no money refunded yet!

Twice now Waitrose has delivered the wrong wine - not discovered until after the cartons were opened. Both times Waitrose refused to refund money or deliver correct wine until they can come pick up the wrong order. Which means cartons in the hallway for. The days it takes them to get around to rectifying their error. Abysmal service!

Really disapointed with Waitrose cellar. I sat down and chose over £240 of wines and when it came to delivery I chose standard and paid. It was then I discovered it could be over a week before delivery and by that time I will be abroad. I immediately telephoned (literally 5 minutes after placing the order) and was told I would have to cancel the order and start again and pay for a time slot. No problem except the lady at the other end said that I would have to wait at least an hour before ringing again as the order hadn't even been registered. I rang 2 hours later as instructed to be told in no uncertain terms that I couldn't cancel the order and it was too late. I explained that I might not be at home to take delivery but I was told thay would take it away and arrange another day. I am away for 5 weeks on business! Surely they could cancel the order after a 5 minute delay?
Will have to go back to Sainsburys and order from them in future. Much more user friendly and helpful

Placed an order online - 2 products in total, opted for named day delivery (at a premium price). The delivery was managed by DHL.

1 item was delivered as expected - the other was not included with the delivery, despite being listed on the delivery note for that named day delivery.

I contacted Waitrose to ask about the missing item.
I was offered a refund of the amount for that item which wasn't delivered.

When I asked if they could not just deliver the item, the chap told me that it would be hard as that would be another lorry on the road and harmful to the environment.... Essentially I was left feeling guilt tripped for expecting a level of service that Waitrose had already charged me for. And as for another lorry on the road - absolutely absurd. If your chosen 3rd party couriers do not share your own company views on electric vehicles, then dont work with them. Dont just do half a job and then fob off your customers with 'ooooh, we'd like to but it'll be tough.....'

Dropped into my local Waitrose Store yesterday to get some Salmon for supper.
I was appalled at the price Waitrose are now charging.
How can the Store justify this increase!