Reviews Analysed
21
We Collect & Analyse Reviews
Waitrose Cellar
Experiences & Reviews
Waitrose Cellar is the online wine and drinks retail arm of Waitrose, part of the John Lewis Partnership. It offers curated wines, champagnes and spirits with online ordering, home delivery and in‑store collection options. Customers commonly search for information on vintages, delivery options, returns and customer service when evaluating Waitrose Cellar.
Overview & Key Metrics
Positive Sentiment
24%
Latest Review
19d
Overall Rating
1.8
Our Analysis
🎯
Service quality
Many reviews describe repeated delivery failures, courier delays or wrong items, though some customers report prompt deliveries and helpful drivers.
Share
Weak
19%
💰
Value for money
A few reviewers note reasonable pricing and offers, but multiple complaints cite wrong vintages, low compensation or lost money on orders.
Share
Weak
14%
⚡
User experience
Some find the website easy to navigate and useful; others report login, payment and mobile‑form issues or timed‑out pages preventing orders.
Share
Mixed
6%
🔧
Product quality
Several customers received wrong vintages, incorrect bottles or damaged parcels; a minority report satisfactory product condition and taste.
Share
Weak
16%
📞
Communication
Frequent comments about slow, unresponsive or rude customer service and inadequate follow‑up, contrasted with a few positive in‑store manager interactions.
Share
Weak
16%
⭐
Overall experience
Overall impressions skew negative, driven by delivery, product and service problems, though some customers report excellent single‑store or delivery experiences.
Share
Weak
30%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (February 2023 – September 2025).
A worthy wines treasure trove!
"I recently decided to explore Waitrose Cellar for their wine selection, and I must say my experience was quite delightful. The website offers a user-friendly interface with easy-to-navigate categories that made it very convenient to find exactly what I was looking for. The expertly curated and diverse range of products available on Waitrose Cellar is truly impressive. From reds and whites to champagnes and proseccos, everything they offer seemed like the highest quality. Once I found an enticing bottle that caught my eye, making the purchase was quick and painless - delivery arrived promptly too! Tasting the wine only further reinforced my positive view of this service. It didn't disappoint – it delivered remarkable taste notes as advertised! Overall, Waitrose Cellar appears very competent in hand-picking some high-quality wines in their stock that cater towards all kinds of tastes profiles available at reasonable pricing compared to other vendors out there without compromising quality – definite value-for-money choice"
Zena
Collected.reviews
Feb 12, 2023
Featured for: Positive website, delivery and product quality
Uses useless couriers - don't use.
"On Wednesday 27th August in the morning, I ordered some bottles of nice white wine from Waitrose Cellar and received a note that there would be a 3-5..."
Stephen
Trustpilot
Sep 30, 2025
Featured for: Repeated courier failures; staff helpful
AVOID AT ALL COSTS
"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 see..."
Ms. Gillian Thomson
Trustpilot
Sep 30, 2025
Featured for: Rude support, non‑delivery, lost money
Bought x6 Bottles of 2017 wine at £40…
"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 sor..."
Peter Dunsford
Trustpilot
Sep 30, 2025
Featured for: Wrong vintage delivered; unresponsive support
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
G
Geraldine Shearer
trustpilot.com
Sep 30, 2025
If I could leave zero stars I would!
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...
T
TheHarlemShow
trustpilot.com
Sep 30, 2025
Don't Buy Meat From Waitrose As A…
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 An...
S
Stephen
trustpilot.com
Sep 30, 2025
Uses useless couriers - don't use.
On Wednesday 27th August in the morning, I ordered some bottles of nice white wine from Waitrose Cellar and received a note that there would be a 3-5...
M
Ms. Gillian Thomson
trustpilot.com
Sep 30, 2025
AVOID AT ALL COSTS
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 see...
R
RJField
trustpilot.com
Sep 30, 2025
Wrong vintage delivered
Wrong vintage de...
A
Ann Marie Dickinson
trustpilot.com
Sep 30, 2025
Waitrose Cellar - won't be using 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 s...
A
Andrie DEMETRIOU
trustpilot.com
Sep 30, 2025
Excellent experience
My recent visit to the Waitrose on Ballards Lane was a testament to their exceptional service, living up to the positive connotations their name alway...
A
AL
trustpilot.com
Sep 30, 2025
Sending me emails I never signed up
Sending me emails I never...
C
Claudio Trezza
trustpilot.com
Sep 30, 2025
I'm trying to place an order and for…
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 paymen...
g
graham gale
trustpilot.com
Sep 30, 2025
Waitrose Cellar
Awful part of the John Lewis group. Cancelled an order C1246679 but...
E
Expat abroad
trustpilot.com
Sep 30, 2025
Delivery by parcel force and I had to wait til 7.18 PM
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 deliver...
P
Peter Dunsford
trustpilot.com
Sep 30, 2025
Bought x6 Bottles of 2017 wine at £40…
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 sor...
L
Lol
trustpilot.com
Sep 30, 2025
Great Delivery
Brought a selection of wine when on offer. Delivered to home within a couple of days by a very helpful driver. Ordered...
A
Allan Woodhouse
trustpilot.com
Sep 30, 2025
Really poor experience
Really poor experience. Very slow to Dispatch. DHL failed to delive...
L
Lynne Brackley
trustpilot.com
Sep 30, 2025
I ordered some wine for a father's day…
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 m...
m
mr peter hamilton
trustpilot.com
Sep 30, 2025
WHAT IS GOING ON WITH YOU GUYS.
Ordered two expensive bottles of wine. 7 days later nothing. We cancelled order. Got a refund 7 days later. whole experience 14 days. Same thing happe...
P
PW
trustpilot.com
Sep 30, 2025
Why do I need to give a mobile to place…
Why do I need to give a mobile to place an order!!!!! I don't have a signal here and so no mobile. Open your webbpage to all and treat us all with res...
L
Lydia Emery
trustpilot.com
Sep 30, 2025
Long Winded & Unnecessary
I have been communicating with the customer care team for 2 months & we still haven't come to a satisfying solution. I have returned the very expensiv...
J
Julie Zivkovic
trustpilot.com
Sep 30, 2025
Gave up having deliveries until today
I’ve got to say that I read the reviews after a delivery today and was surprised that people don’t rate Waitrose as well as I thought they would. On t...
M
Mr Tim Garbett
trustpilot.com
Sep 30, 2025
Wrong vintage
I bought 6 bottles of Jim Barry Benbournie. Advertised as 2015. But 2021 delivered. They do say they may deliver a later vintage but the later vintage...
Conclusion
Reviews indicate two recurring consumer themes: delivery and order accuracy problems, and slow or unsatisfactory customer service responses. Multiple reviewers report wrong vintages, incorrect bottles or courier damage, while a smaller number praise prompt deliveries and helpful in‑store staff. If you consider ordering from Waitrose Cellar, check delivery options (home delivery versus click‑and‑collect), record order details and keep proof of issues for refunds or replacements. Consumers may also wish to review payment and account requirements before ordering and to confirm return and compensation policies.