waitrosecellar.com Reviews
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Join 299+ users reviewing Waitrose. Read verified ratings and real customer experiences on waitrosecellar.com before you order.
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1.4 / 5
Average user rating
299
Total reviews
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waitrosecellar.com Reviews
Read real experiences from customers of waitrosecellar.com.
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Alan Kane
March 18, 2026
Waitrose are making it harder for me to…
Waitrose are making it harder for me to order I had an account with them but after trying to fill in the order details they are asking for me to complete new details ,very frustrating ,I Used to ring them up order and pay,used to have a little chat ,now PIA, and now charging delivery. As the dragons say ,we're out
Catherine Brown
March 14, 2026
Still waiting for a refund
My order never arrived for collection, I never received an update and I have phoned twice for a refund. II was promised it would get sorted and they would confirm in an email. I still haven't had a response or a refund. Dreadful customer service. I would never use them again or recommend anyone to use them either.
COLIN BOAL
February 24, 2026
Ordered some wine on Friday, poor service
Ordered some wine on Friday, charged £5.95 for carriage and still not had any notification of dispatch. Won’t use again.
C Wales
February 7, 2026
Terrible delivery - AVOID THEM
Unfortunately they used DHL Commerce for their deliveries, despite knowing how bad this company is. Was charged extra postage (expensive!) to choose a specific delivery date. Have been informed that they will not be honouring that date and I also won't be refunded the additional postage charge either. Until Waitrose Cellar use a reputable delivery service to respect their customers I won't be ordering from them again.
Matthew D
February 6, 2026
Terrible order experience
Attempted my first order its been a awful experience. The order wont go through. I thought it was a glitch, left it 24 hours and then used a difference device. The same result. I make online orders every day, so I know its not at my end.Sent 2 emails, no reply. Called customer service, no help. Refused to take my order over the phone.I thought Waitrose would offer a good service, but cut price grocers do much much better.Its as if they don't want me money!
rc
February 6, 2026
Pass on delivery to contractor and then do not help
This review is in regard to WAITROSE CELLAR and not any other part of the company. I ordered a surprise gift for a family member and Waitrose Cellar passed the delivery to DHL who failed to deliver 3 times, with questionable excuses. All Waitrose did was to believe DHL rather than me (their customer)and offer me a gift certificate. No effort was made to offer an alternate delivery option and none of my follow up emails were deemed worthy of a reply. The parcel is due for delivery a week late but I have said it is to be returned to Waitrose Cellar and I want a full refund. I am awaiting a response to the second email regarding this.I must end by saying my experience (the 2nd) is with Waitrose Cellar. My experience with Waitrose food both online and instore has been without fault and the food division is exemplarily. In now way should the poor actions of Waitrose Cellar reflect on the other divisions.
Jackie B
February 6, 2026
Great Customer Service experience.
Unfortunately my order with Waitrose Cellar was 'damaged in transit' by DHL. The Customer Services partner in Cape Town, Hammaad M, was very professional and helpful in dealing with the issue and I received a replacement order less than 24 hours later. Great Service.
Lorraine
February 2, 2026
No response to any feedback
No response to any feedback. Demonstrating a further lack of care and consideration.
Diana Peeva
January 16, 2026
Very disappointing experience
Very disappointing experience. I paid for premium next-day delivery specifically to ensure my party order arrived on time. However, two days later, only a partial delivery has arrived, with the majority of the order still missing.Customer service was notified promptly, but despite this, they were unable to guarantee delivery in time for my event and offered no workable solution. This completely defeats the purpose of paying extra for a premium service or relaying on reputation. The lack of reliability and absence of a proper resolution caused unnecessary stress and disruption. Unfortunately, based on this experience, I cannot recommend using this service, and not for time-sensitive orders.
customer
January 2, 2026
Waitrose Wine Cellar lost our Christmas order
Our Christmas order was lost. No one at Waitrose Wine Cellar contacted us. When we contacted them they said we should contact DHL. DHL could not find the order. When I complained to Waitrose Customer Service (I have been a customer for 15 years) they said Waitrose Wine Cellar was a completely different company and nothing to do with them. I will never buy from Waitrose Wine Cellar again and it has also given me a very poor opinion of Waitrose and John Lewis. Great shame but to be avoided.
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