Waitrose Pet Reviews

Sadly getting a bit disillusioned with Waitrose Pet. I have had a regular bi-monthly order for quite a while, now but delivery is getting more and more haphazard, although they always take the payment on time! Order due for delivery 1 July, payment taken 26th June, fine. Now 6th July and no delivery, quite normal for Waitrose Pet, but I thought I would just check the web site anyway and lo and behold, yet again, the pet food I am awaiting is out of stock. It would have been nice if Waitrose Pet had been proactive and contacted me, as I will now have to source the food elsewhere. Even better if they had held off taking the payment until they had actually dispatched the goods.

Terrible service - I ordered cat food to be delivered to my local store on Thursday, but it was not in store on Thursday or Friday. I received an email saying it will be there Saturday, but it was not in store Saturday, Sunday, or Monday. Customer services on Sunday seemed unable to tell me where the order is, and didn't seem too concerned (or helpful) - they promised me a call back the following day but that too never happened. It is a hypoallergenic food, so the cat cannot simply eat any alternative food and is now having to eat food unsuitable for his diet due to this lengthy delay.

This level of customer services is simply not acceptable in this competitive landscape, and Waitrose would be wise to learn that customers will simply shop elsewhere, for ANYTHING they would have gone to any of the Waitrose-related stores for.

Order is now almost a week over due. Your Customer service number on order confirmation email and on website not recognised. I've tried to contact you via Waitrose CS number and call quality so poor in have been hung up on twice, maybe not a bad thing given how off hand your customer service member was initially. Really John Lewis Group I expect more from you.

Ordered flea and worming treatments for my two young cats. Order eventually turned up very late. With one worming missing. Called them and told them I needed it for my other cat before going to cattery. Said they would send a replacement out never received this. Another phone call and the advisor I spoke to said it must have been lost in the post sent out on the 22nd and would refund me Still haven’t received refund and have had to order elsewhere. Will never use them again.

I am so sorry I used this company and after checking the reviews I can see why!
I ordered some flea collars on Monday and they were supposed to arrive on Wednesday.
Called yesterday (sweet girl on the phone) and was promised the collars will come today, just got an email saying tomorrow.
Poor Waitrose name, it’s a disgrace
Still didn’t come today- shameful

Terrible customer service- sent me a damaged bag of food that had been opened and then spilled everywhere during shipment. I documented with photos and sent them an email the same day delivery arrived. They said in their opinion the food was fine to feed to my dog…even though it had spilled and made a huge mess in the shipment container and was clearly from a damaged/tampered with bag. Never order pet food from them.

I was sent a taped up bag of dog food clearly had been like it for some time because the food under the tape was crumbly. A puppy noticed it or I could have been part way through the bag. Not safe as no way of knowing how the damage occurred, it could be mice,rats or even have be deliberately cut and something added. I do not use opened food for my dogs, myself or any other pets.
They have replaced the food it was lucky I never let it get very low as it took 10 days. The nice point is they
said to give it to a local shelter, they took open feed as they are always in need of more food.

I wish I’d looked at the reviews before I ordered. How stupid of me to think, as a long-standing Waitrose and John Lewis customer that the service from WaitrosePet would be the same.

Ordered dog food for delivery Tuesday, AND signed up for the subscription too. No dog food. No joy getting through on the phone at 9am when they opened. Now find via email, ONLY after me emailing them, that the suppliers let them down and it’ll be next week sometime.

Pathetic. I’ve cancelled delivery and subscription and now have to pay extra for express delivery from someone else.

This is the first time we have ever used WaitrosePet.com and we will not use this company ever again.

We placed our order on 13 April, the money was taken straight from our account, we have received no goods, no telephone call or email to explain why our goods have not arrived - despite the order confirmation stating click and collect on next working day. We have tried ringing countless times (telephone number on order confirmation) for an update on our order and no one ever answers the phone (despite choosing different options). It just rings out or you get disconnected. The final nail in the coffin is that on 22 April (having visited a Waitrose store close to us) we have now been informed our order has been cancelled following instruction by us. This is news to us, and is untrue. To not even receive the courtesy of a telephone call from WaitrosePet.com and we have to wait 5 working days for our money back is dreadful. WaitrosePet have now had our money for 11 days. We have no confidence we will get our money refunded so will be raising a transaction dispute with our Bank.

We cannot believe Waitrose is linked to this company. Absolutely appalling service and we would never recommend WaitrosePet to anyone.

Awful customer service. No one available to answer the phones. Poor communication on order and 'dispatch' emails with incorrect information about contact details for times on when to contact them. Phone just cuts off stating 'No advisors available - try again later' with no ability to wait and queue. Lack of clarity on deliveries. Says item dispatched but somehow lost between them and courier. Be aware they use Yodel as courier which on past experience are shocking with their lack of knowledge on where parcels actually are and poor evidence for delivering on time. Yodel blame sellers and hid when they are able to perform deliveries. DO NOT USE EITHER COMPANY

I'm really amazed by their service. I placed 4,5 orders to send as a gift to my friends in different counties. within two days all of them got their parcels. A really quick and humble management team. Really impressed.
I was a bit worries when I saw their previous reviews, Nothing was like that. very quick customer service, best packaging and delivery.
will definitely buy again.

Set up a repeat order and I was charged for it, then when I queried where the order was they said it had been cancelled due to no stock and I will be refunded shortly. They are still showing as in stock online and I am yet to receive a refund. The one time I did manage to get through on the phone they said it would be resolved but I never received a call back. Do not give this company your money

They’re not bad service my sister work for Waitrose. You all put a bad service saying Waitrose pet don’t email customers yes do” got email one minute from them what is the issue with all people ?

Having read previous reviews, I was a bit worried about delivery of this urgently needed food for a sick cat, but customer service was excellent, friendly, and delivery arrived on time without any problems. Many thanks.

Very poor service. Still waiting for product to arrive after 1 week. Delivery period was 2 days on their website. Poor communication and service. Will not be using again! Order ref: 3392814