Waitrose Reviews 43

I was just about to take delivery of my online order
to my surpise there is cat food, and vairous other mysterious items in my tray and an ambient tray is missing,
Talk about apoplectic!! Its been less than a week since I came home from hospital, pacemaker fitted. This is beyound inconvenient!

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 and I would get a confirmation email when order was dispatched. Nothing arrived. Called on 25/9 to be told it would definitely be I store on 27/9. Still no email. I called again and was told that there was a problem with one of the items being out of stock but should be dispatched soon. Called again and was told something different…it was a different item that was holding up the order so said let’s cancel that item…was told my order would be dispatched on 28/9, still no email. Called on 29/9 and was told my order had been dispatched 40 minutes earlier and I would get a confirmation email. Guess what? No email, no products. Emailed both waitrose pets and monster pets and have not received a response from either. Called on 1st October and was given some more nonsense about it was about to be dispatched but I said: forget it, please cancel the order and refund my money. Order cancelled but no refund. That was 10 days ago. I know waitrose pets is now defunct but Monster pets haven’t dealt with this either. Basically, their customer service people lied every time I spoke to them. Unsurprisingly, would not recommend!
Will continue to fight to get my money back but very shocking customer service from a business using the waitrose brand name.

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 the store to pick up five days later but it wasn't there. I thought surely it must have arrived, had it been returned after too long? No it STILL hadn't been dispatched. It only notified me of being dispatched two days later, a total of seven days just to dispatch the items. Safe to say the cats don't even have fleas anymore. Thought it would be a reputable company as it's by Waitrose but clearly not.

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 started making 4 days after my latest delivery date) and assurances that although there was a delay in the warehouse my dog food would be delivered in the next couple of days, over a week later, the dog food has still not arrived. And I have no emails to explain the delay or give me a new delivery date. The initial lady I spoke to promised me it would be with me in 2 days. When I called 2 days later, I was promised it would be by today. Today I was told by the end of this week. I have cancelled my order as I have no faith in this company. I hope that my review helps someone not have to go through this nightmare situation. I can't believe that Waitrose have put their name to this company as it is not the service you expect. Wish I could leave 0 star review as 1 star is too many.

Wish I had read the reviews BEFORE I ordered.
Goods not arrived, over a week now. Customer Services not there at weekends. How Waitrose can put it's name to this service - from Monster Pets, I do not know.

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 return at local Waitrose but lady was unsure if I’d have a response. Haven’t heard from them. Had to email monster. They asked for my return number and I haven’t heard from them since. I don’t expect to see my refund so will have to pursue through credit card. AVOID

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 Saturday to be informed the item had been collected on the Friday and will be delivered at the w/end again (Nothing) .
Left for another Two days then made call to be informed NO stock so I should not have been able to order in the first place .
NO phone call
NO e-mails
But happy to take my money now Ihope I'm refunded

Never again

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 changed the delivery address and confirmed it, but it still went to my old address, not too bad as I haven't moved miles away but still a pain that I now have to drive over to pick it up

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 not turn up. Excuse ‘van broke down’. Rescheduled for 9 December, I stayed home again but again the delivery did not turn up. Excuse ‘ van broke down’ again after passing my address at least once according to Yodel tracking! Strange that the Yodel van returned to the same little town nearby each time just before ‘ breaking down’. Little interest from Waitrose Pet Customer Services who don’t seem to answer phone calls and who were of little help by email. I was just left feeling that I was a nuisance. A thoroughly unpleasant experience.
Cancelled my order.
Recommend - AVOID !

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 say nothing to be done until it's been missing for 5 working days. I sent a follow up email - no reply yet. Will update if I get a response.

First order fantastic. Ordered Sunday, arrived Tuesday even with an address change.

Second order had issues. Item showing as in stock but was actually in transit from supplier. Had to wait for it to be booked in. Then WaiteosePet inexplicably refunded in full and cancelled order......

Email sent, call from them next morning and all resolved. Order now in way.

Not quite the Waitrose gold standard but not bad either. They did fix the issue after it was raised. Kudos there.

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 more haphazard, although they always take the payment on time! Order due for delivery 1 July, payment taken 26th June, fine. Now 6th July and no delivery, quite normal for Waitrose Pet, but I thought I would just check the web site anyway and lo and behold, yet again, the pet food I am awaiting is out of stock. It would have been nice if Waitrose Pet had been proactive and contacted me, as I will now have to source the food elsewhere. Even better if they had held off taking the payment until they had actually dispatched the goods.

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 email saying it will be there Saturday, but it was not in store Saturday, Sunday, or Monday. Customer services on Sunday seemed unable to tell me where the order is, and didn't seem too concerned (or helpful) - they promised me a call back the following day but that too never happened. It is a hypoallergenic food, so the cat cannot simply eat any alternative food and is now having to eat food unsuitable for his diet due to this lengthy delay.

This level of customer services is simply not acceptable in this competitive landscape, and Waitrose would be wise to learn that customers will simply shop elsewhere, for ANYTHING they would have gone to any of the Waitrose-related stores for.

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 via Waitrose CS number and call quality so poor in have been hung up on twice, maybe not a bad thing given how off hand your customer service member was initially. Really John Lewis Group I expect more from you.

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 needed it for my other cat before going to cattery. Said they would send a replacement out never received this. Another phone call and the advisor I spoke to said it must have been lost in the post sent out on the 22nd and would refund me Still haven’t received refund and have had to order elsewhere. Will never use them again.

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 on Wednesday.
Called yesterday (sweet girl on the phone) and was promised the collars will come today, just got an email saying tomorrow.
Poor Waitrose name, it’s a disgrace
Still didn’t come today- shameful

Terrible customer service- sent me a damaged bag of food that had been opened and then spilled everywhere during shipment. I documented with photos and sent them an email the same day delivery arrived. They said in their opinion the food was fine to feed to my dog…even though it had spilled and made a huge mess in the shipment container and was clearly from a damaged/tampered with bag. Never order pet food from them.

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 could have been part way through the bag. Not safe as no way of knowing how the damage occurred, it could be mice,rats or even have be deliberately cut and something added. I do not use opened food for my dogs, myself or any other pets.
They have replaced the food it was lucky I never let it get very low as it took 10 days. The nice point is they
said to give it to a local shelter, they took open feed as they are always in need of more food.

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 from WaitrosePet would be the same.

Ordered dog food for delivery Tuesday, AND signed up for the subscription too. No dog food. No joy getting through on the phone at 9am when they opened. Now find via email, ONLY after me emailing them, that the suppliers let them down and it’ll be next week sometime.

Pathetic. I’ve cancelled delivery and subscription and now have to pay extra for express delivery from someone else.

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 taken straight from our account, we have received no goods, no telephone call or email to explain why our goods have not arrived - despite the order confirmation stating click and collect on next working day. We have tried ringing countless times (telephone number on order confirmation) for an update on our order and no one ever answers the phone (despite choosing different options). It just rings out or you get disconnected. The final nail in the coffin is that on 22 April (having visited a Waitrose store close to us) we have now been informed our order has been cancelled following instruction by us. This is news to us, and is untrue. To not even receive the courtesy of a telephone call from WaitrosePet.com and we have to wait 5 working days for our money back is dreadful. WaitrosePet have now had our money for 11 days. We have no confidence we will get our money refunded so will be raising a transaction dispute with our Bank.

We cannot believe Waitrose is linked to this company. Absolutely appalling service and we would never recommend WaitrosePet to anyone.