Most customers describe problems with delivery and fulfilment. Complaints centre on missed time slots, repeated courier failures, and slow refunds. A smaller group report on-time deliveries, quick replacements, or effective fixes from managers. Payment and website issues also come up, often alongside poor communication.
Examples from available reviews (Jan 2020 – Mar 2026).
Multiple missed deliveries, missing order and slow refund process.
“I am totally disgusted with waitrose Cellar and DHL delivery service.”
Manager rectified overcharges and provided generous customer care.
“rectifying the overcharge and even presenting me with a beautiful bouquet of flowers.”
Online payments failed for three cards when buying discounted Christmas wine.
“3 cards all not accepted.”
Found a wide, well-curated selection of high-quality wines and prompt delivery.
“Tasting the wine only further reinforced my positive view of this service.”
Delivery and fulfilment problems show up in many reviews. Customers mention missed delivery windows, parcels sent back, orders not arriving, and courier backlogs that made time-sensitive purchases useless. A smaller number describe drivers arriving on time and replacements turning up quickly.
Several reviewers paid extra for premium or timed delivery but still did not get their orders, or waited for refunds. Multiple customers say added charges for chosen delivery dates and voucher-based compensation felt inadequate. A few reviews note overcharges being corrected and extra help from customer care.
Website and checkout issues come up often, including card payments failing, account details disappearing after a site update, and gift vouchers not working. Some callers say telephone orders were refused or they were pushed into guest checkout. These problems repeated during holidays and other busy periods.
Reviews often mention the wrong vintage, incorrect items, and weak packaging that left bottles loose. A smaller number praise the wine range and the taste of specific products, including positive comments on certain spirits. When goods arrived damaged, some customers received replacements.
Many reviewers describe unanswered messages, slow or rude helpline calls, and refunds delayed until returns were logged. Customers also mention poor follow-up during investigations and unclear updates on recalled or delayed deliveries. A few reports point to helpful managers who improved the result.
Feedback splits between many negative accounts centred on delivery and service breakdowns and a smaller set of positive experiences. Ongoing issues without resolution reduced trust for many customers, while the occasional smooth delivery and strong support from individual staff restored satisfaction for a few. This gap influences whether customers plan to buy again.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
On-time delivery with friendly driver; excellent experience.
“Best delivery I’ve ever had.”
Received a later, cheaper vintage unsuitable for drinking for years.
“Advertised as 2015. But 2021 delivered.”
Unable to use credit cards for three months despite long-term patronage.
“For three months now unable to use credit cards for payment.”
Repeated excuses and delayed deliveries suggest outsourced wine operation.
“if you want wine by a deadline, go to a shop or choose an alternative supplier.”
Crate of wine delayed repeatedly and now too late for needs.
“I ordered a crate of wine for my wedding party two weeks ago”
Multiple delivery failures and missing gift with poor customer care.
“I'm now wrapped up in internal bureaucracy while they ‘investigate.’”
Next-day delivery never arrived and customer service offered no apology.
“No call no wine but taken my money.. Awful customer service Waitrose”
Unable to use gift vouchers at checkout and delivery took longer than stated.
“couldn’t use gift vouchers I had”
Reid vodka tastes smooth, but gift box had dirty fingerprints.
“Reid vodka is really smooth and delicious”
C&C delayed then no refund and poor communication.
“still haven’t heard back and still no refund.”
Online payments failed for three cards when buying discounted Christmas wine.
“3 cards all not accepted.”
Website revamp lost account details and payment and delivery promises failed.
“online ordering is atrocious.”
Late deliveries ruined a major celebration and caused the reviewer to lose trust.
“We are now toasting with tea.”
Helpline staff spoke rudely and provided poor assistance about pickup location.
“Rude, bad attitude and spoke to me as if I was and idiot.”
Poor packaging left bottles unsecured and customer service was only automated.
“Shocking packaging, left 2 expensive bottles bouncing around”
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
Paid-for timed delivery arrived a day late and was left in the rain.
“left outside in the rain.”
Order not delivered on time and customer service failed to communicate.
“Non delivery, with no communication.”
Order not delivered on time and customer service failed to communicate.
“Non delivery, with no communication.”
Delivered order was unexpectedly recalled with no explanation or Waitrose communication.
“No information about any of this from Waitrose.”
Only half the order arrived and customer service required repeated chasing.
“Only received half of my order”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Waitrose Cellar is Waitrose & Partners’ online shop for wine, beer, and spirits. It offers a curated range with vintage and tasting notes, gift-wrapping, and specialist spirits. Customers can use home delivery or click & collect, and the site also supports corporate and event orders. Product pages often list producer information, region, and storage notes to help customers choose.