Waitrosegarden Reviews 240

I bought three 60 cm stem clematis plants from Waitrose Garden. When the order arrived, one was 20 cm at best and had wilt. I got refunded for that. A week later, the second clematis suddenly died overnight - the whole plant was dry brown and wilted. I followed up, attaching the photos, and have not heard back for four days although they said it takes up to 72 hours to respond. You can’t call about a return or with a complaint. You can only email - to which you don’t seem to get a response! Finally today the third clematis started to wilt and by the looks of it will die also. All in all, £55 completely wasted. I went with Waitrose because of its solid reputation but my experience was disappointing to say the least.

Two of the Victorian Cloches were ordered by my partner for my birthday. They arrived on time but as soon as I saw which delivery company they had used I was wary knowing they do not have a good reputation. On opening the items, the glass was broken in both - not surprising as the packaging was totally inadequate. The product had come from India and it would appear that Waitrose had only opened one box to put in a leaflet about plants!! I contacted customer service and the reason I give Waitrose 3 stars was because they were very efficient. I was asked to email photographs and by return they offered a refund or replacement. On the basis that if the packaging and delivery company were the same, I opted for a refund. I am left with all the rubbish to dispose of!! Really not what you expect from Waitrose. I do hope they read all the disappointing reviews on this website!!!

Delivery process is so slow and frustrating. Ordered on a Friday morning - the following Wednesday I received a note to say items had been passed over. Items then due to arrive within 3-5 working days. So that’s a week and a half maybe longer before foods arrive.

Shocking service and definitely won’t chose again.

All items were in stock, yet they didn't dispatch my items within their set time period. I emailed to check up on the order. They sent it out the next working day.

I was unhappy about paying for a delivery service that was so late. I asked them to refund my delivery charge and they did.

Ordered goods (in stock), and over a week passed before I received a dispatch notice. I didn't pay for an express serrvice but I'd expect any company to process my order wiithin 48 hours - particularly if they want my business again. This is nothing like a JLP / Waitrose experience

My Lavandula Angust Hidcote arrived, one half of plant half dead, this methinks due to overcrowding in flower bed. Thought it being a hardy plant I could save it, wrong. Consequently, trying to save it the 14 days return policy expired, expensive dead plant plus delivery.

Suprisingly great!
I ordered a Calathea Triostar and a shefflera Nora and paid for next day delivery so my order was about £40. The plants arrived the next day as promised, and both plants were excellently packaged with not a leaf out of place. The calathea is also almost busting out of its pot it’s so full and beautiful with lots of new growth on both plants. Either Waitrose garden has upped the quality of their service or it’s a hit or miss site, as I was nervous to order considering the horrible reviews. It is safe to say I had an excellent experience with Waitrose garden.

Appalling customer service. Paid extra for a gift with a Saturday delivery which has not turned up. Rang them to find out where the parcel was to be told that Customer Service is only open Monday to Friday and to ring back Monday. Funny how their Order lines are open 7 days a week, but once they have your money they don't seem interested.

A one star rating is too high for this company! The Waitrose name is forever tarnished for me! I received a stone trough covered in cracks and emailed a complaint. The automated reply stated that they are taking 24 hours on average to respond - that was a week ago. No sign of any replacement product or this unfit for purpose item being collected. I sent another email today and the automated reply now states they are taking on average 72 hours to respond!

When (eventually) Waitrose sent the order out, the courier tried to hurl the goods over the wall of another property in the vicinity. The owner tried to tell the courier they'd the wrong address and point out my house but courier didn't understand English very well and just shouted rudely at the owner and took the goods away, then claimed I'd "refused delivery". Took three emails to Waitrose Garden to get the promise of a refund (they initially tried to only refund delivery charge). Illiterate and incompetent, buy from elsewhere.

I ordered a large pot from Waitrose and it took weeks to deliver it. It got delivered today and it arrived completely smashed up and broken. Do not use this company they are awful. So disappointed and angry.

I agree, absolutely appalling service. I ordered a garden table and chairs at £1400 after a 15 percent discount was applied as it was on offer. I ordered it in april2019 requesting delivery in June. The day before it was due to arrive I had received no updates at all regarding delivery and had to chase. She. It did arrive the next day the courier was so rude - didn’t eve. Park up, kept his lorry in the road, hurriedly putting boxes on my doorstep. Advised me he would not bring them In and when he finally rushed to bring the table over as he brought it in to my front garden, without any care at all banged it down on the pavement. Clearly it was not packaged properly and came out hit the ground and was seriously damaged. When I saw the damage and advised he hadn’t taken care with it he told me it was because I hadn’t helped him! Beg greed belief. He then said do you not want it then. Well of course not in that condition so he took it all away. I made a complaint to Waitrose garden and was told they were all sold ouT now, and could go back to suppliers but another 6 weeks and offered no further concessions. At all. Absolutely terrible service. They then said they had the 4 seater version?! Not helpful when you want a 6 seater, I was told take it or leave it and said I would write to Waitrose (rather than Waitrose garden who I understand are owned by a different company, crocus who clearly have much lower standards of customer service,
I wrote to Waitrose and explained but they passed it on to the Waitrose garden customer service woman, Louise we had given me the take it or leave it stance and formed part of my complaint. She took some pleasure in advising me that it had been passed to her to respond and nothing to be done. She also told me as my order was now cancelled that really was it, no further discount t or order etc etc. She also signed off with I do hope you find the table and 6 chairs you’re looking for which one doesn’t have to be Einstein to detect was a disengenuos remark.So I am without a table and chairs for the summer and an appalling experience. That’s it for me- I will neveR use them again and I will share this awful experience with all my networks and media. If there was an option to rate zero instead of one they’d have it!

I purchased a fire basket from Waitrose Garden. I used them as I believed it was a trusted name. However before it was sent out I received a message from the courier to inform me of a delivery date and that they will leave in the safe place if I was not home. I specially requested that that didn’t happen as there was nowhere safe to leave the package unattended but Waitrose use this information by default. The fire basket was much smaller than I expected and although it states on the website you can send back items you have to pay for this yourself. The fire basket is exceptionally heavy so it would cost a fortune to send it back, meaning I would lose money on the purchase. I am left with an item I am unhappy with. Wouldn’t dream of ordering from them again

ABSOLUTELY AGREE WITH ALL THE ONE STAR REVIEWERS!!
Ordered on the 4th June as a present for my mother’s 95th birthday on the 15th June. Stated
3/5 days for delivery, but by the 5th working day I began to get worried having heard nothing, sent 2 emails both had no response, called them (at 5p a minute!)
Waited 10 minutes to get an answer to be told they should be there within 2 days.
Another call as still nothing, and told there was a problem at the warehouse!!!
Unbelievably bad and never again, I really thought I could trust Waitrose as part of John Lewis but sadly let down.

Awful - arrived late, in a crumpled box. When I opened it the fire pit I’d ordered was cracked and looked like it had been taken off display, l disassembled before dispatching it. Contacted customer services three times via the phone number - no one ever picks up. Emailed them 5 days ago and no response yet - website says 48 hours to respond. Stay away - really poor from Waitrose.

Not at all happy with the level of service and very disappointed. Took three weeks for my order to finally arrive after numerous correspondence about stock and condition of plants. Finally i cancelled the items delaying the order after being informed an extra delivery charge would be added. The delivery arrived finally only to have missing items.
The only satisfactory part of the whole experience was the plants were package and watered, which after how many excuses i had regarding quality i would of expected nothing else!
The plants for the price are half the size of any garden centre!

First time order for me and was sceptical but as I was after specific plants decided to give it a go. So glad I did! Excellent quality plants, securely and sensibly packaged in tall boxes. Not a leaf out of place, we’ll watered and perfect, green foliage. I was sure I’d get little more than miserable plug plants but these were the size of plants you’d get from a garden centre, in fact bigger, and they’ve romped away now that they’re planted out, giving almost instant display. Not the cheapest but worth every penny and will use Waitrose again. Would be a very worthy gift purchase too.

Plants arrived and looked OK but when I took them out of pot to plant them they were very badly root bound. They had a half inch of matted roots across the bottom and the side of the pot!. Waitrose agreed and offered a partial refund. They should not have been sent out in this condition. Expect better of the Waitrose brand!

Having checked that the item was in stock and paid the £4.95 delivery charge, the 'In Stock' item has not been shipped within the stated 3-5 working days. In fact, I am still awaiting delivery of the item.

I phoned the customer services number provided on the Waitrose Garden website (01344 578 800), and was informed that 'shipped within 3-5 working days' as stated on the website actually refers to 3-5 working days after the item has been dispatched. This is very unclear on the website, and is ridiculous as they could decide to dispatch the item next year and I would then have to wait a year and 3-5 working days to receive my item. Why bother state delivery times at all then? Just go with 'at our leisure'.

Simply appalling, and not what I would expect from Waitrose. I had someone specifically off work and waiting on the 5th working day after placing the order as I would not be home to collect it myself and it was a complete waste of their time.

To make matters worse, this order was placed on behalf of someone else, and it has completely ruined my reputation with a third party, having been unable to get it to them within the promised 3-5 working days. I even reassured them that I purchased it from Waitrose, a reputable company (I was clearly wrong in that assumption).

Dreadful. Don't bother wasting your time! I ordered 2 plant pots that were in stock. Their shipment was meant to be 3-5 working days. I'm now on working day number 7 and nothing. I had to chase and waste time ringing them. They have been dishonest and twice told me they were being shipped on the days I called. Very efficient at taking your payment though - went through after 1 working day!
I thought they wouldn't be able to mess up an order of pots! Waitrose think they're a mighty brand but their customer service is severely lacking.