Waitrose Reviews 43

Awful customer service. No one available to answer the phones. Poor communication on order and 'dispatch' emails with incorrect information about contact details for times on when to contact them. Phone just cuts off stating 'No advisors available - try again later' with no ability to wait and queue. Lack of clarity on deliveries. Says item dispatched but somehow lost between them and courier. Be aware they use Yodel as courier which on past experience are shocking with their lack of knowledge on where parcels actually are and poor evidence for delivering on time. Yodel blame sellers and hid when they are able to perform deliveries. DO NOT USE EITHER COMPANY

I'm really amazed by their service. I placed 4,5 orders to send as a gift to my friends in different counties. within two days all of them got their parcels. A really quick and humble management team. Really impressed.
I was a bit worries when I saw their previous reviews, Nothing was like that. very quick customer service, best packaging and delivery.
will definitely buy again.

Set up a repeat order and I was charged for it, then when I queried where the order was they said it had been cancelled due to no stock and I will be refunded shortly. They are still showing as in stock online and I am yet to receive a refund. The one time I did manage to get through on the phone they said it would be resolved but I never received a call back. Do not give this company your money

They’re not bad service my sister work for Waitrose. You all put a bad service saying Waitrose pet don’t email customers yes do” got email one minute from them what is the issue with all people ?

Very poor service. Still waiting for product to arrive after 1 week. Delivery period was 2 days on their website. Poor communication and service. Will not be using again! Order ref: 3392814

So disappointed, used for years and been brilliant, last 2 dog food orders have had delivery problems. Still not received the £90 worth of dog food ordered a week ago. First 2 times I called, I was promised I would have next day. 3rd call the customer service rep Arkesh (apparently a supervisor) was awful, couldn't open the order, asked random questions, didn't care and just said had been shipped. Training definitely needed for him!

I bought a Barbour collar for my dog which was the wrong size. I followed their returns instructions which were to reorder in the correct size and return the original. I have not received any acknowledgement of my return, I have not been refunded and they are ignoring my emails.
So Waitrose have stolen £30 from me as the collar has been returned.

I will not be using this company/website again. Disgusting way to conduct business.

For a big name company the customer service us abysmal. They take one for items not in stock, don't contact you to tell you and you have to make repeated requests to get money refunded. I expected better I would advise people to abid them at all costs.

Will never order from here again. Last time my order took almost a month to arrive and this time still no dispatch after ten days. Waste of time

This is the first time I have used Waitrose Pet and I most definately the last. It doesn't seem to be run by Waitrose themselves only outsourced to another company. The Customer Service person wasn't even sure of the company name.
Parcel was not at local store as promised and arrived 3 days later. The quality of the item supplied was poor and the returns system is to date, not working. I've had messages to say that the returns process has failed. That was because Yodel never even turned up! Now waiting on their second "attempt" and have suggested they prove they have been to the front door by taking a photo.
Just not worth the hassle I'm afraid.

I had a very good shopping experience with Waitrose Pet. I ordered £48 worth of Royal Canin Feline Gastrointestinal wet food on Tuesday for next day delivery (although the website did state it could take an additional 2 days). Nothing had arrived by the end of the day on Wednesday, so I called Waitrose Pet on Thursday morning and they answered straight away. I spoke to Lea, who was very friendly and extremely helpful. She said she would speak to the warehouse to find out what the status was with my order, she also said she would send me an email once she had done this, confirming when I would receive my order, and she would do her best to expedite my delivery. I received an email from Lea a couple of hours later saying my order was being despatched by Yodel that day, and should arrive with me by the end of the day tomorrow (i.e. Friday). Sure enough, my entire order was delivered to my house at 5.30pm on Friday, as promised. Thank you Waitrose Pet, and in particular thank you Lea - I really appreciated your help 😀

I ordered £42 worth of HiLife kitten pouches. They were in stock and the website showed the option for next day home delivery or 2 day click and collect from my local Waitrose. I opted for click and collect. Received an order confirmation then waited, waited and waited some more. The email confirming dispatch never arrived. The contact number for Waitrose pet either rang out or cut you off and emails went unanswered. Despite using the Waitrose name, Waitrose themselves want nothing to do with Waitrose pet - which is run by a 3rd party called Monster pets, which is only 15 miles from Monster pets to Otley Waitrose.
When I eventually got a response from WPet - they advised it had been sent, couldn’t tell me when or supply tracking and told me to ring the store. Called the store for them to confirm that they have not received anything. The lady I spoke to said she was going grey with the number of complaints they receive in relation to Waitrose pets.
WP are blaming Yodel. Waitrose customer service have washed their hands and Waitrose need to WAKE up to the fact that this is damaging their reputation. I now have to wait another week for a refund - let’s see if that arrives. I won’t hold my breath. Avoid Waitrose Pets like the plague.

Never posted had to get refund via PayPal. Did not respond to emails. Tried calling got to front of queue and literally hangs up when you get to no.1 caller

Dreadful experience and not Waitrose at all. Order never arrived and supposed refund given via PayPal which is very strange. Same person eventually answered with no idea and no options which makes me think this is a one man band operating from their house and using the name Waitrose to get customers. Avoid at all costs

Absolutely abysmal. My order was meant to be delivered on the 5th and hadn’t been marked as despatched.
I tried to chase up my order and throughout the course of the day, despite being position 1 in the queue and holding for over an hour each time, my call never got answered until late evening.
I was told some of my items were due in stock 2 days before my order was due to be delivered but hadn’t arrived but my order would be delivered Thursday/Friday and it still hasn’t been despatched. There’s been no follow up to let me know what’s going on with my order or how much longer I’ll have to wait.

placed my order & as given a date of delivery. Date of delivery came & nothing not even a dispatch notification was received so I emailed customer services to find out what had happened to the order. No reply or acknowledgement was received to my email so I rang customer services - this was a week after placing the order & they said they would hurry it along?!! Then I had to wait a further few days before finally receiving a dispatch email. I have never to this day received a reply to my email to customer services:( Needless to say I won't be using Waitrose Pet again & don't recommend it to anyone as they are so unreliable & very disappointed as I could have got the same stuff cheaper & quicker from another shop had I known this was going to happen.

Appalling Service. Why Waitrose is putting its name in jeopardy and associating with Monster Pet Supplies is beyond me. Placed an order to be delivered the following day. 4 days later, having had no communication whatsoever, it takes me a hour to get through on the phone line. Unless you are number 1 in the queue you will very quickly be automatically disconnected. They assure me they have put it through now on urgent delivery to despatch that day and will deliver tomorrow. Tomorrow comes and nothing happens, no emails answered and when I finally get through on the phone lines again they tell me they cannot explain why my order hasn’t been sent. I had to cancel finally after a week of trying to receive a bag of dog food! Incompetent and hopeless.

Waitrose, what’s happening? You need to rectify this disastrous service. Avoid at all costs!

I have used Waitrose pet (online) for many years - great products and great service , Always an excellent range of goods - I order and the food arrives in a matter of days.
Many thanks from a very happy customer.. Keep up the good work .

Easy to order, delivery came within 2 days of ordering and was really well packaged. Excellent service will use again as I can get everything I need for my cats from one website now

Appalling customer service.
I placed an order for cat food and it stated delivery would be the following day and 5 days later I am still waiting and can’t get through on the phone no one answers. Will not use again.