Waitrose have let me down cancelling my delivery

25Avalon

You won’t believe this. I am not on fb and tried sending on twitter so I’ve now rang their complaints free phone number to be told my order isn’t cancelled but is still on its way for delivery between 11 and 12! I have had no email or confirmation of this from my local branch although I asked them to send my complaint to head office with copy to me but nothing. Do I trust it?

Has your delivery arrived 25Avalon ?

There is talk that our local Waitrose who does deliver from local store is contracting out deliveries to Deliveroo they are not going to deliver on bikes of course, just where they are going to find the drivers I have no idea.
The OP should ask a neighbour to collect the order.

Or try ringing Age UK or the Red Cross. You might need to pay, but it might get you some shopping promptly.

Or you could go to

LINK > www.tesco.com/

click on groceries to register.

If you get stuck, post here and at least one person, quite possibly more than one, on this thread will try to help you.

Tesco is very good and might help if you ring them.

If you are stuck, you could try ringing Tesco customer service on 0800 323 4040 and get through to a human and tell them the story and that you are elderly and tell them that you went on Gransnet and someone who is a Tesco customer said that Tesco is very good and might help if you ring them.

It is unfortunate however if there are transport problems or staff shortages I can see that the routes with fewer customers would be dropped.

In many areas online groceries do not come from the local store but from huge warehouses outside of towns.

Unlike Elusivebutterfly, I’ve not had a problem with Morrisons or Fresh c/o Amazon which I used during lockdown.
I have, however, been disappointed with John Lewis car insurance. Three years ago I needed to make a claim but the company used, Marker Study, was virtually impossible to contact and totally inept when I did. Perhaps JL became aware of this as the subsequent quotation did not mention MS. The situation served as a timely reminder to me to change insurance providers. Rather than reward loyalty, customers face higher premiums as inertia pricing comes into play.
I hope your order arrives, 25Avalon.

I would not rely on being able to use Morrisons at Amazon, even if you have Prime. It is only in limited areas. They do not deliver in my area, despite being in London.

I don't know how Waitrose works, but I mostly use Sainsburys and their deliveries are from three different large stores at different times, all quite a distance from me. If I wanted to use click and collect, that is from two other stores, also quite a distance away. I do have two stores in walking distance. Their website also defaults to click and collect when ordering a home delivery, which is annoying - we do not all drive.

I have also had shocking service from waitrose delivery. I actually wondered if it was the same store!

If you are stuck and iceland can't deliver it might be worth trying asda as they do same day slots too

Waitrose/John Lewis do have awful customer service and are not what they used to be.
I told my son to get a job there in head office which he did. Within an month he was looking for something else as they treat their employees very badly.
I think it is all a question of money.

So sorry to hear Avalon.

I have stopped shopping at Waitrose as I feel their customer service is ‘going down the pan’.
When I rang (first) and then filled in a complaints form online (second after no joy) their response was “our systems are working well”.
Not for us customers Waitrose, may be for you!

Email the CEO of the JL/Waitrose Partnership.
www.johnlewispartnership.co.uk/about/meet-the-board.html

Yes Callistemon. I spoke to two people at the local branch neither of whom were helpful. Must have been them as how else would they have known I had an order.

25Avalon

You won’t believe this. I am not on fb and tried sending on twitter so I’ve now rang their complaints free phone number to be told my order isn’t cancelled but is still on its way for delivery between 11 and 12! I have had no email or confirmation of this from my local branch although I asked them to send my complaint to head office with copy to me but nothing. Do I trust it?

I wouldn't trust the original message - are you sure it was from Waitrose?

Have you got the snappy shopper app? It's brilliant sane day service from the co-op. Well it's the co-op here. Alternatively try Morrisons at Amazon they are same day too. I would check with your local Waitrose, your complaint nay have prompted a change of heart.

I would call your local branch, could be they haven’t updated their system.

You won’t believe this. I am not on fb and tried sending on twitter so I’ve now rang their complaints free phone number to be told my order isn’t cancelled but is still on its way for delivery between 11 and 12! I have had no email or confirmation of this from my local branch although I asked them to send my complaint to head office with copy to me but nothing. Do I trust it?

We only ever use Morrisons now. We tried most of the others. The drivers are polite and helpful and are never late.

We had this with Ocado last week. The supply lorries had not turned up on time which put their whole schedule out. However, they offered to re deliver another day and when I refused saying I would go to Sainsburys they gave me a £20 voucher.

Complain on Twitter - it gets the best results.

I too would complain loudly- direct email to whoever is the head honcho of Waitrose, and also FB and Twitter (works wonders) . I tweeted a few years ago when Ocado failed to deliver any of the fresh items I had ordered on her behalf for D with a tiny baby when SIL had to be away. They had only delivered the non-perishables by 8 pm and there was no way she could get out without getting her baby up etc to get herself the missing items. They refunded the cost of what they did deliver, sent a new order out almost by return, a £50 voucher and a bunch of flowers.
Appalling service by Waitrose!

That's shocking and very unprofessional on their part. No wonder you are disappointed. I would also get onto their customer service, manager, if possible and complain. Put it in an email so you have written proof of any conversation.
I hope you manage to get some kind of food order for the weekend.

Or maybe not for frozen goods

Amazon fresh do very good delivery I am a prime member never disappointed with the service.

25Avalon, that’s shoddy.
Complain
They probably have a Facebook page. I’ve found posting negatives on Facebook pages gets quick results. They could have hired a local cab firm

Why not try ringing them back to see if they can deliver the same order tomorrow instead? My local Waitrose will reschedule if due to driver shortages they can’t deliver at the original time, they are having problems still due to Covid absences, as are the other supermarkets. .