Many reviews describe repeated delivery failures, missing items, and refunds that never arrive. Customers mention slow dispatch and customer support that feels limited or unresponsive. A smaller group praises certain products and names staff members for helpful service. Overall, feedback splits between poor service experiences and isolated five-star moments tied to products or staff.
Examples from available reviews (Jun 2022 – Mar 2026).
Order never arrived and customer service failed to refund.
“Guess what? No email, no products.”
Items took seven days to dispatch and arrived too late.
“a total of seven days just to dispatch the items.”
Iced fruit cake was moist, full of fruit and delicious.
“absolutely superb ~ moist, full of fruit & bursting with flavour.”
Employee Fynn was very helpful and attentive in-store.
“he was so helpful And attentative about my needs”
Delivery and fulfilment issues come up again and again. Reviewers describe orders that never arrive, deliveries sent to old addresses, repeated delays, and subscriptions being cancelled. A smaller number mention quick early deliveries or problems that were sorted out.
Many reviewers point to rising prices and say premium lines no longer feel worth it. One cites increases of about 40%, and another describes a price change before delivery that nearly doubled the cost. A few comments say the products are good value, but they are rare.
In-store comments mention long queues, cold conditions in stores, and problems with staff behaviour. One customer flagged a recording screen in-store and how a manager responded. Website usability appears in only a couple of reviews, split between calling it "rubbish" and saying it is easy to navigate.
Product feedback varies and stays specific. Several complaints focus on meat, bakery items, and packaging that arrives damaged or already opened. Others give high ratings to certain bakery products and gluten-free snacks.
Customers say they are not warned clearly about out-of-stock items or missed deliveries. Several reviews report that phone numbers and emails get no response after payment is taken. A small number describe getting helpful replies once they raised the issue.
Most of the feedback centres on service breakdowns that stop orders being completed and refunds being returned. Positive notes are more limited and tend to highlight individual products or standout staff. The overall picture is frequent operational trouble with occasional strong product or employee experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Customer service quality has declined and no one responds now.
“Waitrose customer service used to be second to none”
Order contained incorrect items and a missing ambient tray causing distress.
“an ambient tray is missing”
Order missing crown and giblets; turkey appeared discoloured.
“no crown and turkey with giblets given”
Long waits and limited tills plus cold store made shopping unpleasant.
“Waiting an age again in Waitrose Swaffham”
Customer service refused to change delivery slot citing rigid policy.
“Customer services simply quoted policy.”
Prices have risen significantly, making the store too expensive.
“I've seen prices raising 40% or more”
Previous missing items and unhelpful service; desserts already sold out.
“customer service seemed even less informed than I was”
Till operator chewing gum created an unpleasant shopping experience.
“your Saturday till operators shouldn't be chewing!”
Price changed before delivery, leading to almost double payment.
“They changed the price of items purchased for a charity event”
Order never arrived and customer service failed to refund.
“Guess what? No email, no products.”
Items took seven days to dispatch and arrived too late.
“a total of seven days just to dispatch the items.”
Repeated delivery delays and poor customer service led to cancellation.
“Worst customer services ever.”
Goods did not arrive and customer service was unavailable weekends.
“Goods not arrived, over a week now.”
Company did not respond to emails and refund not received.
“Do not respond to emails.”
Item showed in stock but not delivered and no communication.
“NO phone call NO e-mails But happy to take my money now”
Second order went to my old address despite updating delivery.
“it still went to my old address”
Multiple failed deliveries and unhelpful customer service, then cancelled.
“Order did not turn up.”
Untracked delivery went missing and support delayed response.
“they sent it by untracked Royal Mail”
Initial fast delivery, later stock issue resolved by customer service.
“They did fix the issue after it was raised.”
Payment taken but product out of stock and no proactive contact.
“they always take the payment on time!”
Delayed essential hypoallergenic food and unhelpful customer service.
“the cat cannot simply eat any alternative food”
Order overdue and customer service number not recognised.
“Customer service number on order confirmation email and on website not recognised.”
Order arrived late with missing item and promised refund not received.
“Still haven’t received refund”
Flea collars repeatedly delayed despite promises to arrive.
“Poor Waitrose name, it’s a disgrace”
Received a damaged, opened bag and company dismissed concerns.
“sent me a damaged bag of food that had been opened”
Damaged, taped dog food replaced and company suggested donating replacement.
“They have replaced the food”
Supplier let them down, order cancelled and subscription cancelled.
“the suppliers let them down and it’ll be next week sometime.”
Money taken, goods not received and customer service unresponsive.
“We have no confidence we will get our money refunded”
Customer service unavailable and courier issues led to lost parcels.
“Phone just cuts off stating 'No advisors available - try again later”
Tomahawk steak was fatty, tasteless and poor value.
“fatty, tasteless piece of meat.”
Iced fruit cake was moist, full of fruit and delicious.
“absolutely superb ~ moist, full of fruit & bursting with flavour.”
Store used a recording screen without consent and manager was dismissive.
“It had a red atrio along the bottom saying it was recording.”
Sensitive-skin soap left skin itchy and feeling unclean.
“Your soap for sensitive skin is absolutely awful.”
Employee Fynn was very helpful and attentive in-store.
“he was so helpful And attentative about my needs”
Finest beef madras had very little beef and poor value.
“There were 2 small pieces of beef.”
Complaint about organic vegetables in oversized plastic packaging.
“Why is organic vegetables in oversized plastic containers”
Complaint about organic vegetables in oversized plastic packaging.
“Why is organic vegetables in oversized plastic containers”
Party sandwich delivery never arrived causing party disruption.
“Party sandwiches never arrived”
Hot cross buns were dry and disappointing.
“The worst hot cross buns ever!”
Gluten free tam tams are gorgeous and well liked.
“Gluten free tam tams are gorgeous!!”
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 is a British supermarket chain selling groceries, fresh produce, bakery items, meat, household goods, and pet supplies. It runs stores across the UK and offers online shopping with home delivery and click-and-collect. Its range includes own-brand and branded chilled, frozen, and ambient products, plus deli counters and in-store bakeries. Waitrose also shares product information and recipes on its website and provides a customer rewards programme and partner services.