Waitrose have let me down cancelling my delivery

I had excellent delivery service from Waitrose during lockdown. I’m now back to shopping in store, but I’m afraid Waitrose prices are now far too expensive. I buy a few things from there, but am now shopping at Tesco, the products are not as good but much cheaper. I do feel guilty as the Waitrose delivery staff were great but I’m having to tighten my purse strings.

I also hope you managed to get some shopping Avalon. Like others have said I would complain to Head Office. They should know how their individual supermarkets are treating their customers. That behaviour is definitely not good for you, to cancel at such short notice or PR for their Brand.

After a sharp letter to the head of the JLP at their head office in Victoria Street during the first lockdown, setting out how much we had spent with them in the previous twelve months, and mentioning that I had been a customer since 1958 (school uniform from Peter Jones), their service has been impeccable.

It probably helps that we live within a couple of miles of one of their distribution centres.

I've used Sainsbury since the beginning of Covid. They arrive at their allotted time, phone if they are stuck in traffic jams and if I am on my own ask if I would like them to transfer the goods to my baskets. Can't complain except my lap top doesn't like their programme and gets very hot and stops. It is fine on the normal computer.

To update Waitrose are sending a £20 evoucher. Sorry couldn’t deliver. No mention why they couldn’t have used Deliveroo or given me a next day delivery slot. Probably use the voucher for some cheap wine that it won’t matter if they cancel delivery. Maybe I can also get Rude Health Spelt flakes that contain no sugar or sweeteners that I can’t get elsewhere - perhaps half a dozen packets then I won’t need Waitrose for a long long time.

You have had a bad experience. Personally I have found Waitrose have been brilliant throughout the pandemic. They delivered what we ordered and have only been late once. Badly let down by Ocado despite having a smart pass at the start of lockdown.

25Avalon I hope that your delivery from Sainsbury's goes well, you have been treated very badly by Waitrose. Sainsbury's is always my choice just had a delivery today. We have always found the Drivers courteous and helpful. All good wishes.

I wrote to the CEO of Tesco at the start of the pandemjic pointing out I was a long standing disabled customer but I was having difficulty getting a slot. I got an email from a named person within hours asking me for my login script. He subsequently arranged for me to have a priority slot so Ive never had difficulty since.

Occasionally I do get substitutes/missing items but I usually allow for this when I do my update. They once had to cancel my order for a saturday (driver shortage) but offered me a slot on the Sunday instead so I was not left without.

They also have a "Whoosh" service that can deliver within an hour for 20 or less items in case you run out of basics. Its £5 but it would cost me more to get a taxi to the shops.

Iceland were lifesavers during Lockdown when I was ill but Sainsbury's, whom I'd been with for years, wouldn't deliver because I wasn't on The Vulnerable List.

I stuck with Iceland thereafter, and they do sell an amazing array of things. There deliveries were always exactly on time too.

I once "treated" myself to a Waitrose delivery, and bought a lot of "different" veggies - all of which had two day maximum use by dates. Boo.

Finally received email’s from Waitrose cancelling order and other they will refund in the next 7 days. If I don’t receive it let them know!

I have now placed an order with Sainsbury’s who have saver slots available. It’s also cheaper although 2 items I can only get from Waitrose. Will do without in future.

Sainsburys 1 Waitrose 0

You can understand cancellations due to unforeseen circumstances, but no excuse for rudeness and not keeping the customer properly informed.

The cancellation is possibly due to the high number of Covid cases atm. The Central Line on the tube was closed this week because staff were off due to Covid.

I hope you have success elsewhere with a different delivery store Avalon.

StarDreamer

Casdon

We had major problems with Tesco during the pandemic, they were dreadfully unreliable, delivering late, vans broken down so not delivering at all with 30 minutes notice, rude staff on the call desk if you tried to chase them up. What bugged me most though was that my deliveries always included items which were use by the date of the delivery, so stuff got wasted, particularly lettuce. It spurred me into growing my own in fact.

I do think it’s just the luck of the draw, as our local Waitrose has never let me down, nor has Sainsburys when I’ve occasionally used them, even though the nearest store is 25 miles from here. I just don’t use Tesco these days, I don’t think these stores value customers enough, you just have to test out your local delivery systems to see which works best for you.

There we go.

Tesco have been marvellous for me.

I suppose a lot depends on the culture at the local store.

Partly that, partly where you live I think because people who live in urban areas don’t always get their delivery from the same branch. There’s one Waitrose and one Sainsburys within 25 miles of me, so if they don’t get it right people won’t give them another chance. There are three Tescos within the same distance so they are less accountable, you don’t know which store your delivery is from.

I can't fault Tesco.

Casdon

We had major problems with Tesco during the pandemic, they were dreadfully unreliable, delivering late, vans broken down so not delivering at all with 30 minutes notice, rude staff on the call desk if you tried to chase them up. What bugged me most though was that my deliveries always included items which were use by the date of the delivery, so stuff got wasted, particularly lettuce. It spurred me into growing my own in fact.

I do think it’s just the luck of the draw, as our local Waitrose has never let me down, nor has Sainsburys when I’ve occasionally used them, even though the nearest store is 25 miles from here. I just don’t use Tesco these days, I don’t think these stores value customers enough, you just have to test out your local delivery systems to see which works best for you.

There we go.

Tesco have been marvellous for me.

I suppose a lot depends on the culture at the local store.

25Avalon, could you have got a taxi down there to 'click and collect'? Our taxi drivers here have been taking people, our local Tesco have many drivers off with Covid.

We had major problems with Tesco during the pandemic, they were dreadfully unreliable, delivering late, vans broken down so not delivering at all with 30 minutes notice, rude staff on the call desk if you tried to chase them up. What bugged me most though was that my deliveries always included items which were use by the date of the delivery, so stuff got wasted, particularly lettuce. It spurred me into growing my own in fact.

I do think it’s just the luck of the draw, as our local Waitrose has never let me down, nor has Sainsburys when I’ve occasionally used them, even though the nearest store is 25 miles from here. I just don’t use Tesco these days, I don’t think these stores value customers enough, you just have to test out your local delivery systems to see which works best for you.

I won’t starve StarDreamer as I always make sure I have alternatives in stock to use in an emergency and I’ll place an order with Iceland or Sainsbury’s. Iceland nearly always have a next day slot although they may not sell all the groceries you’d like. Waitrose need to upgrade their systems. Sending delivery texts out to customers when you aren’t going to actually deliver is diabolical.

Have you got something that you can eat?

Can I sue them for breech of contract? Their confirming email said no cancellations permitted. It would get publicity.

This is dreadful. We've had Tesco every 10 days since the start of the pandemic. They have been fantastic. Rarely a substitution. Only one failed delivery due to a van breaking down for which we were kept informed and given £10. They delivered the next day.

No. It is shocking. No delivery between 11 and 12 which did not surprise me. However, at 12:30 a text pinged into my phone saying delivery in 15 minutes. 1 hour later nada so I rang the local store to check what was happening. A very rude delivery manageress told me it was just an automatic message that gets sent. She then hung the phone up before I could ask if the free delivery slot tomorrow was worth booking. Probably not so I won’t. I am now an ex Waitrose customer.

If anyone is ever stuck, Tescos do a 'Whoosh' delivery service. They will deliver within an hour. It costs obviously. I'm not sure how much.

Hopefully you will have the person's name always ask for it . I always have name time etc ... all the best

25Avolon
Go right to the top the CE ... they will sort it ... will possibly go to one of the team ... they will get it sorted ... either phone or email ... although the shop should send on the complaint I wouldn't risk it do it yourself ...