Waitrose Cellar Reviews

Two months on I am still waiting for a refund of £15.99 from Waitrose Cellar for a faulty bottle of wine. After weeks of correspondence, they claim to have paid via PayPal but PayPal cannot trace the refund and it is not in my account. Waitrose Cellar will not disclose the transaction ID to help PayPal trace it.

I have kept a log of my communications with Waitrose Cellar about this. It has now accumulated to page four of A4. I have been in contact with at least nine customer services people and the overall feeling I have is that they intend to withhold my £15.99.

I have had a Cellar account for several years. I have never previously made a complaint and I have never made a frivolous claim. I will be closing my account as soon as I receive my refund. I am now at the point of sending my case to their CEO and instigating a consumer procedure.

There are better companies from whom to buy wine and Waitrose Cellar's customer service response to me puts them at the very bottom of the pile. One to avoid.

Waitrose Cellar took a wine order from us for over 1k three weeks ago. They said they used Yodel delivery service.
The wine never arrived. Waitrose Cellar say they cannot contact Yodel because their web site is down and Yodel does not answer the phone.
But even though we never got the wine, Waitrose Cellar will not reimburse us because Yodel is not bringing them their wine back.
Does this make sense?
We have used Waitrose.com and find it dependable.
But Waitrose Cellar claims to not be linked to our account, even though I clicked on Cellar from my account at Waitrose.com.
Horrible service. The customer service team writes back that they cannot help…..

I find every time Waitrose have a product on offer it cannot be bought.They NEVER have it in stock.This is extremely poor customer service.I get the feeling they do this on purpose just to get you into the store!Also if they pay peanuts they will only employ monkeys!!

Awful pastries. For several days on the trot I bought a Cherry and Almond Lattice to go with my black coffee. Awful, thick, dry, lardy pastry, with NOT ONE CHERRY in it. Supposed to be fresh every day. Have complained in my branch over time about other products, too. Don't shop at Waitrose if you have a choice not to.

My husbands 70th and a gift box arrived from Waitrose Cellar.
When he opened it he found a delivery note with a greeting to someone called Ross on his 40th.
Presumably poor Ross got my husbands 70th gift!
So I emailed Waitrose, got the usual “ sorry, not the service you would expect from Waitrose” and said they would deliver the correct gift .
The gift arrived 3 days late so we were not able to thank the giver in a timely manner as until then we had no clue who had tried to send it.
Waitrose brief apology gave the impression they really were not too bothered and did not appreciate the disappointment they had caused . I would definitely avoid this company

Now 3 months and still no response about refunds on 17 returns. Waitrose cellar customer service folk all work from home and have no means to put calls through. Or so they say. It’s like dealing with a Kafka or Stalinist state and it’s a nightmare. No response or clarity, no sense anyone cares or is paying attention. I’ve formally attempted to complain but even that goes into a black hole. Does waitrose cellar even read its trust pilot reviews? Beware. They are dire. I’m stressed and upset and out of pocket by hundreds of pounds.
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It's time for Waitrose Cellars to step in line with every other online retailer and LIST order information or detail in every email notification. Whether confirmation of order, your order is on its way, your order is ready for collection - it’s meaningless and presumptuous to expect a customer to know precisely which order made that the email refers to when it only has a confirmation number on it rather than product details. It’s infuriating to have to keep logging into accounts to check. Every retailer lists the product purchased in these emails. Waitrose needs to.

It is remarkable how consistent my experience was with the other bad reviews here. I placed an order for wine on a named day (and paid a premium for it). There was a slight error in the deliver-to address but I corrected it by email 2 days before the delivery was due and again by phone a day later. They delivered it TWO DAYS BEFORE the due date and have been unable or unwilling to provide information such as who signed for it. Their help desk is useless. They are unwilling to refund or reshape so I have paid for wine delivered to someone else on the wrong day. Don’t do business with these guys.

Don't pay extra for named-day delivery and expect an order to turn up because it won't. And when it doesn't, don't ring the helpline and expect them to help, because they won't.

Booked on Thursday for a 9am Friday delivery. Arrived right on time and very pleasant delivery driver. Only one item unavailable. However, over £20 worth of fresh items had a short shelf life and were included for free making it a much cheaper shop. Well done to Waitrose Wymondham.

Poor. Pictures of a product showed it was including the gift tin. It arrived without. Their excuse was that they only send the tin if they have some available. Charlatans.

IF YOU’RE NOT INCLUDING IT IN THE SALE, DONT INCLUDE IT IN THE MARKETING.

AWFUL SERVICE
I used waitrose for the very 1st time for a quick online shop,and I can assure you i will NOT be ever using them again. The service is so inefficient, awful customer service and extemely rude and unprofessional delivery driver. I am shocked at this service from waitrose. Never ever again!!!!

I find the voucher rewards hideously complicated, probably by design to deter customers from using them?

TRULY THE BEST

All what you expect with a home delivery with Waitrose. Can’t fault in anyway. I pray it remains this way, other deliveries we have tried are truly shocking.
Drivers are lovely, to the extent they wave to me when I’m around on my push bikes, makes me ?, as they would not recognise I’m a customer.
All I can say is the top bosses know how to run the show.
THANKYOU

Purchased (or thought I had) some wine from Waitrose Cellar - never arrived but my emails were ignored so I had to take an hour out of work to call the call centre. Not impressed, rude staff. I asked to make a complaint and told that I couldn’t - I thought large companies had to allow dissatisfaction complaints to be made with ease? Maybe I’m wrong. I was made to feel like I was in the wrong even though I was £83 out of pocket and no wine. Was thrown a £10 E voucher which I thought contradicted the fact I wasn’t able raise a complaint. I got my money back a few days later. I decided to give Waitrose Cellar another go as they have some wine I really like and it’s on a good deal. I’m worried it’s happening again - Waitrose have now had my money for a week with no contact from them about when my order will be despatched. I guess I’m going to have to take another hour off to speak to unhelpful staff, I should’ve known better.
I’d recommend not to use Waitrose Cellar (I also had a few problems with them in 2020 and stopped using them - I put that down to the Pandemic but maybe, in reflection it’s just them) Aldi do good wines, cheaper deliver and not only is it quicker they also do actually deliver.