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.
Examples from available reviews (Jan 2020 – Feb 2026).
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 delayed repeatedly by DHL eCommerce causing long wait.
“SO WHILE WAITROSE CELLAR USE DHL ECOMMERCE UK DON'T BUY FROM THEM.”
Paid for wine order that didn't arrive and received rude, unhelpful service.
“Now down a substantial amount of money, with no wine.”
Received a later vintage than ordered and poor customer service response.
“Got 2021 delivered - which is a very different prospect.”
Many reviews describe repeated delivery failures, courier delays or wrong items, though some customers report prompt deliveries and helpful drivers.
A few reviewers note reasonable pricing and offers, but multiple complaints cite wrong vintages, low compensation or lost money on orders.
Some find the website easy to navigate and useful; others report login, payment and mobile‑form issues or timed‑out pages preventing orders.
Several customers received wrong vintages, incorrect bottles or damaged parcels; a minority report satisfactory product condition and taste.
Frequent comments about slow, unresponsive or rude customer service and inadequate follow‑up, contrasted with a few positive in‑store manager interactions.
Overall impressions skew negative, driven by delivery, product and service problems, though some customers report excellent single‑store or delivery experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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 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.