Waitrose Avis 6 905

I had a grocery delivery on 17 February during which my front door was damaged by the delivery.

I reported the issue immediately and provided all requested information the same day. What followed was nearly two months of delays, poor communication, and a frustrating claims process.

I had to repeatedly chase for updates via both email and phone. On multiple occasions, I was told I would receive a call back, which never happened. I was also informed that several emails had been sent to me which I never received, yet no alternative communication method was proactively used.

More concerning is how the claim itself has been handled. The outcome appears to rely primarily on a driver statement obtained around two months after the incident, in which the driver simply stated they do not recall whether they caused the damage.

This effectively means that unless the driver admits fault, no liability is accepted despite the fact that the damage was reported immediately after the delivery. Relying on a delayed and self-reported statement as the main piece of evidence does not feel like a fair or balanced process.

After all this, I have now been asked to obtain repair quotes myself so that a partial contribution may potentially be considered.

Overall, this has been an unnecessarily time-consuming and frustrating experience, both in terms of communication and the way the claim has been assessed. I would not expect this level of service, especially from a premium delivery offering.

I hope this review prompts a proper review of both the process and the level of customer care provided.

Grocery order (done loads before ) done at 7pm - all without a problem with full payment. Scheduled delivery for next day 3pm-4pm.

At 5.43 am next day - Waitrose emailed stating the payment could not be taken but no explanation as to why. Contacted Waitrose customer services - I got through to Shamera - I explained the issue and after run around and on hold several times - I was told she would need to xfer me to the "failed payments dept".

Failed Payments dept - "Luna" advised that the call was recorded - I acknowledged and asked for an explanation as to the "failed payment" (I had already checked with my card issuer who assured me all was ok) ? Again, left on hold several times and a number of periods not on hold but where Luna simply refused to speak - bizarrely! At this point I requested to speak to a manager - Luna advised - it would be between 24hrs and 72hrs ! I pointed out the order was for delivery today in 5hrs and that I am disabled and that it was therefore more urgent. Luna went silent for 30 secs, then started talking again but ignoring what I had said ! I asked to be put through to the complaints dept - again 30 secs silence - this time Luna responded with the 24hrs to 72hrs for a response. At this point following all the silences and ignoring things I said I decided to record the call from my end as well. I advised Luna of this and also made a request under the Data Protection and GDPR legislation for a copy of the call - silence for 30 secs. Luna then repeated the time period for complaints to respond ! Ignoring my request under the Data Protection Act. I repeated the request and asked Luna to acknowledge the request and confirm it would be actioned. Luna ignored me completely and repeated the timing again. I repeated my request for a copy of the call and her to acknowledge the Subject Access Request 10 times - Luna ignored all of them - Luna then advised that as I was recording the call this was not permitted and she would end the call - at which point she cut the call off. !!! So Waitrose are allowed to record call but not the customer !!!

Called again spoke to Lisa - advised I was recording the call straight away and explained why - Lisa seemed to have no problem with this but again went through the process of placing me on hold numerous times - even whilst I was speaking and asking not to be placed on hold. After this happened a number of times and without any explanation as to why I was being placed on hold - I asked Lisa what she had been doing - she stated she had spoken to the Complaints dept - I thought great - and asked to be put through to them. Lisa refused and said "they" (complaints dept) had said I needed to be put through to the failed payments team - who would deal with the complaint. I pointed out that this was totally inappropriate as it was that team I was complaining about ! Lisa ignored this and just repeated that she had to put me through to "failed payments". I then asked who she had spoken to in the complaints dept ? Lisa replied the "complaints dept" - I asked again - "who" in the complaints dept - then got 30 secs silence (again !) - then Lisa stating she had to put me through to "failed payments" - again 30secs silence - again ignored the question - this was repeated about 7 times - each with silences where she did not speak and then ignored the question and continued as if I had said nothing !!!! Incredibly rude !!! Finally I reminded her the call was recorded and asked an 8th time for the name of the person in complaints that she had spoken to who thought it was appropriate for a complaint to be handled by the subject of the complaint ! - Lisa finally stated the name as Hammad - no surname or identifier (indeed despite repeatedly asking - no-one was willing to provide any identifier or surname or anything else - only that they were all in South Africa. Great way to reduce complaints - just refuse to acknowledge that any are made and that the customer has not spoken at all !!). So frustrated I asked Lisa to record the matter as a formal complaint and informed her I would be ending the call.

Tried calling Waitrose head office - finally got through to reception and explained I was a disabled customer trying to escalate a complaint. Given the number 03456 050144 and told it was for Director Relations - I thought great at least I'm getting matter escalated ...... but no the number turns out to be a general number for John Lewis - the lady I spoke to Chenique advised she was in the calls dept and nothing to do with Waitrose. I asked to be transferred to the complaints dept - Chenique advised she dealt with complaints - further questions revealed that actually she just passed them on to waitrose - she did not deal with complaints at all. Ended call as pointless. Disgusting, obnoxious and illegal (re Data Access request) behaviour that should be held to account. Would like to hear Tom Denyard reply

Disgusting behaviour from an established brand, sacking of a long standing loyal employee and siding with thieves and shoplifters.

You are the epitome of broken Britain.

Disgusting way you treat your staff.
The loyal worker of 17 years you treated with disdain and cruelty
Shame on you and I hope you lose all your customers.

Wont use again after what you done to that man who stopped the shoplifter

Shame on you Waitrose for sacking an employee for confronting a thief in one of your stores. This is why the UK is in such a state.

Why did you sack a worker for stopping a shoplifter?
When you have signs all over your shops saying...
SHOPLIFTERS HURT US ALL...

Sacking a long serving member of staff for not only trying to protect Waitrose stock but by doing the ‘correct’ thing. If only more people acted like this man. Shame on you Waitrose.

Sacking someone for tackling a shoplifter,after he’s worked at Waitrose 17 years absolute disgrace I hope he sues the pants off your company.

What a shower Waitrose are tried a shop here a very disappointed with quality now the news showing that who ever runs the place is terrible worker stops thief and gets sacked 🤷‍♂️ autistic member loses job.
Run by idiots don’t shop and support Waitrose

Please don't give a penny of your business to a company that promotes shoplifting and penalises any of their staff that stand up against crime.

Shame on you Shame on you!!!

I used to rely on Waitrose but now I will no longer order from them until the sacked security guard is fully reinstated and his pay made up.

Disgusting corporation. Avoid at all costs !

Won't be shopping there again if it sacks employees who tackle shop lifters. Organisations such as this are just hastening the moral demise of this Country

Won't shop here again after the treatment of staff.

Really disappointed with quality of products. I forgive the odd item but it seems to be a trend. Meatballs that went mouldy in fridge before the expiry date. Then veg that only lasts a couple of days. Purchased two individual pies, one looked completely different to the other and I think it had gone off or something. Delivery a hour late. Constantly substituting basic things. Thank you but I’ll go back to Ocado.

Sacking staff that stood up to shop theft is appalling. I will not shop there again.

Sacked Walker Smith, a loyal employee.Do not use this store never shop here, never apply for a job.

They don't even try to stop shoplifters, and even sacked a hero employee who tried to stop one. It seems like Waitrose is fine with just letting thieves go and simply raising prices, forcing customers to pay for them. I'm boycotting Waitrose, at least for the time being.

Firing a partner who backed customers and worked for the company for almost two decades is a disgusting thing to do, especially during these difficult times. Shame!