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.
Examples from available reviews (Jun 2022 – Feb 2026).
The website was easy to use with convenient repeat deliveries and good product range.
“The website is easy to navigate with clear categorisation of products”
Money taken, goods not received and customer service unresponsive.
“We have no confidence we will get our money refunded”
Company did not respond to emails and refund not received.
“Do not respond to emails.”
Initial fast delivery, later stock issue resolved by customer service.
“They did fix the issue after it was raised.”
Most reviews describe repeated late or missing deliveries, cancelled orders and delayed or absent refunds, often causing customers to cancel orders.
A few note free delivery thresholds and reasonable product range; others report being charged with orders not delivered or refunds not received.
Some reviewers praise site navigation and repeat-order features, but many report address errors, dispatch delays and failed store collections.
A small number report damaged or opened pet food; others highlight a wide product range and options for dietary needs.
Frequent reports of unanswered emails, no callbacks and inconsistent updates; phone lines often unavailable or give conflicting information.
Overall sentiment is negative for most reviewers owing to delivery failures and poor customer service, with a minority reporting resolved issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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 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.