Reviews Analysed
21
We Collect & Analyse Reviews
Waitrose
Experiences & Reviews
Waitrose is a UK supermarket brand within the John Lewis Partnership that sells groceries, household items and branded and own-label products. It operates physical stores and online ordering, including home delivery and click-and-collect services. Consumers often search reviews to check reliability of deliveries, customer support and product handling before ordering.
Overview & Key Metrics
Positive Sentiment
19%
Latest Review
14d
Overall Rating
1.6
Our Analysis
🎯
Service quality
Most reviews describe repeated late or missing deliveries, cancelled orders and delayed or absent refunds, often causing customers to cancel orders.
Share
Weak
30%
💰
Value for money
A few note free delivery thresholds and reasonable product range; others report being charged with orders not delivered or refunds not received.
Share
Mixed
3%
⚡
User experience
Some reviewers praise site navigation and repeat-order features, but many report address errors, dispatch delays and failed store collections.
Share
Weak
7%
🔧
Product quality
A small number report damaged or opened pet food; others highlight a wide product range and options for dietary needs.
Share
Mixed
4%
📞
Communication
Frequent reports of unanswered emails, no callbacks and inconsistent updates; phone lines often unavailable or give conflicting information.
Share
Weak
26%
⭐
Overall experience
Overall sentiment is negative for most reviewers owing to delivery failures and poor customer service, with a minority reporting resolved issues.
Share
Weak
30%
Our Independent Methodology
How we analyse customer reviews without bias
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.
100% Independent
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 (June 2022 – September 2025).
Reviewing My Experience With Waitrose Pet
"I recently tried out Waitrose Pet for my furry friend's needs and I must say, it was a pleasant experience. The website is easy to navigate with clear categorisation of products making it hassle-free to find what you need. One thing that really stood out to me was their convenient 'repeat delivery' service which eliminates the fuss of having to constantly reorder pet supplies. This feature allowed me to set up automatic deliveries at a frequency that suited both myself and my pet. The range of products on the site also impressed me as they offer different options for different dietary requirements, preferences and lifestyle stages of pets ensuring there is something for everyone. What's more, orders over £45 come with free delivery which makes shopping much more affordable especially when stocking up on big items such as food bags or litter boxes. Overall, I believe Waitrose Pet offers excellent service for those seeking quality care and accessories for their pets without breaking bank. So If you're looking for an online platform that caters all your pet-related needs from feeding essentials, grooming products down to comfy beds -- then head over to Waitrose Pet!"
Bernice
Collected.reviews
Jun 26, 2022
Featured for: positive site and repeat delivery
Appalling service - do not use
"This is the first time we have ever used WaitrosePet.com and we will not use this company ever again. We placed our order on 13 April, the money was t..."
John
Trustpilot
Sep 30, 2025
Featured for: detailed complaint: money held
Nothing to do with Waitrose. Scam company
"Nothing to do with Waitrose. Actually a company called monster pet supplies. Do not respond to emails. Do not have a returns process. I dropped off a..."
Jenn Drew
Trustpilot
Sep 30, 2025
Featured for: claims no returns or response
Good but not without issues
"First order fantastic. Ordered Sunday, arrived Tuesday even with an address change. Second order had issues. Item showing as in stock but was actually..."
Nick
Trustpilot
Sep 30, 2025
Featured for: issue resolved after contact
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
Filter by Rating
Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
C
Caroline Kennedy
trustpilot.com
Sep 30, 2025
Ripped off by Waitrose / Monster Pets
Ordered on 19th September and chose to collect in my local waitrose store, at time of order this said it would be in store on Monday 25th September an...
k
komal mononoke
trustpilot.com
Sep 30, 2025
Wow I wish I had thought to read the…
Wow I wish I had thought to read the reviews before purchasing flea stuff for my cats through this site. I ordered on the 11th September and went to t...
S
Sarah
trustpilot.com
Sep 30, 2025
0 stars - wish I had read reviews first - avoid
I really wish I had read the reviews of this company first but trusted the Waitrose name. Worst customer services ever. Despite 3 calls (which I start...
J
Juliet Beardsley
trustpilot.com
Sep 30, 2025
Wish I had read the reviews BEFORE I…
Wish I had read the reviews BEFORE I ordered. Goods not arrived, over a week now. Customer Services no...
J
Jenn Drew
trustpilot.com
Sep 30, 2025
Nothing to do with Waitrose. Scam company
Nothing to do with Waitrose. Actually a company called monster pet supplies. Do not respond to emails. Do not have a returns process. I dropped off a...
G
GRAHAM SIMMONS
trustpilot.com
Sep 30, 2025
Simple thing 1x Cat flap,showing…
Simple thing 1x Cat flap,showing available so order placed and paid for. Arrival due on the Friday, stay in all day (Nothing) Call Waitrose on the Sat...
G
Greg Jones
trustpilot.com
Sep 30, 2025
Pet food
Second order from them, first was seamless, came 2 days after ordering, not so good with the second, I have moved house between orders but definitely...
K
Katherine
trustpilot.com
Sep 30, 2025
Bad Experience
Made large order on 30 November. Delivery arranged (a bit late) by Waitrose with Yodel for 8 December. Stayed at home to receive the order. Order did...
T
TrulyMadly Amanda
trustpilot.com
Sep 30, 2025
Delivery Issue
First order of a subscription placed on 3rd for delivery on 5th. Turns out they sent it by untracked Royal Mail...no sign by the 9th. Support...
N
Nick
trustpilot.com
Sep 30, 2025
Good but not without issues
First order fantastic. Ordered Sunday, arrived Tuesday even with an address change. Second order had issues. Item showing as in stock but was actually...
J
Jane
trustpilot.com
Sep 30, 2025
Sadly getting a bit disillusioned with…
Sadly getting a bit disillusioned with Waitrose Pet. I have had a regular bi-monthly order for quite a while, now but delivery is getting more and mor...
C
CA
trustpilot.com
Sep 30, 2025
Terrible service
Terrible service - I ordered cat food to be delivered to my local store on Thursday, but it was not in store on Thursday or Friday. I received an emai...
E
Emma P
trustpilot.com
Sep 30, 2025
No sign of order and impossible to contact customer service.
Order is now almost a week over due. Your Customer service number on order confirmation email and on website not recognised. I've tried to contact you...
T
Tinkerbellë
trustpilot.com
Sep 30, 2025
Cat treatments
Ordered flea and worming treatments for my two young cats. Order eventually turned up very late. With one worming missing. Called them and told them I...
K
Kat Sway
trustpilot.com
Sep 30, 2025
I am so sorry I used this company and…
I am so sorry I used this company and after checking the reviews I can see why! I ordered some flea collars on Monday and they were supposed to arrive...
M
MM
trustpilot.com
Sep 30, 2025
Terrible customer service- sent me a…
Terrible customer service- sent me a damaged bag of food that had been opened and then spilled everywhere during shipment. I documented with photos an...
v
vic
trustpilot.com
Sep 30, 2025
Taped up bag of dog food. Solved so upgraded rating.
I was sent a taped up bag of dog food clearly had been like it for some time because the food under the tape was crumbly. A puppy noticed it or I coul...
M
Manchester mum
trustpilot.com
Sep 30, 2025
I wish I’d looked at the reviews before…
I wish I’d looked at the reviews before I ordered. How stupid of me to think, as a long-standing Waitrose and John Lewis customer that the service fro...
J
John
trustpilot.com
Sep 30, 2025
Appalling service - do not use
This is the first time we have ever used WaitrosePet.com and we will not use this company ever again. We placed our order on 13 April, the money was t...
D
Dave H
trustpilot.com
Sep 30, 2025
Awful customer service
Awful customer service. No one available to answer the phones. Poor communication on order and 'dispatch' emails with incorrect information about cont...
Conclusion
Reviews in this sample show a clear pattern of delivery and customer-service failures: numerous customers report orders not arriving, long dispatch delays and difficulties obtaining refunds. Several reviewers describe poor communication, unanswered emails and phone lines that are unavailable; Yodel as a courier is mentioned in multiple complaints. A minority of customers praise the website, repeat-delivery options or successful problem resolution after contact. If you value reliable fulfilment and quick customer support, these reviews suggest checking delivery performance and payment protections before ordering.