Waitrose Pet

Ordered a few times from Waitrose Pet. Orders were late each time. Each time I waited in all day for it not to arrive, no email or contact to say it would be late. Very frustrating. Customer services don’t care, no apology. They say it will arrive the next day so I waited in again... still nothing. Delivery takes a minimum of a few days after ordering, so when it’s late it really has an impact. In this day and age of being able to get deliveries within a few hours or days, waitrose are seriously falling behind and it’s unacceptable. They are cheaper than other stores which is why I persevered but if you want to use them just make sure you order well in advance of actually needing anything and that you have a lot of time on your hands to wait in for failed deliveries.

Recommend keeping an eye on repeat order pricing. Have ordered same quantity and brand of wet dog food for the last four months and the price has increased each month. Have now realised that this month I could have saved £9.97 by buying the same product in store or online (not on offer either!). Waitrose Pet's comment was 'Waitrose Pet is a completely separate service from Waitrose Groceries so prices between websites may vary'. Needless to say I will not be reusing them and I do not recommend. Surely they can manage to price match in this day and age?!

Just beyond terrible. I can't believe Waitrose gives its name to this pet food business run by Monster on its behalf. The website says service is back to normal, but when you call customer service to find out where your order is, a guy tells us we are living in unprecedented times and deliveries (by Yodel) are delayed. After waiting in for a total of 18 hours for an order worth £118, I had had enough, rang to cancel, and asked for a refund. The order I then made from a competitor was cheaper than Waitrose Pet, even with express delivery.

Order to click and collect and received email advising me to collect on Saturday. On Friday I received a text message from Yodel saying that they had tried to deliver my Waitrose order and had missed me. Rang store who had no idea what was happening and advised me to wait for delivery. Waited all next day for delivery following tracking on line to be told at 4pm that they were sorry they had missed me. Nobody had tried to deliver. Will now be cancelling the order and going elsewhere.

It pains me to say this but life is too short to struggle with Waitrose Pet. We’ve used them a couple of times now and on both occasions the delivery lead time has been close to a week. In the Amazon age that renders them almost pointless. Our latest order is now 24 hrs over due and we have heard nothing from them since the order confirmation email almost a week ago.

I have ordered from Waitrose Pet twice and both times have just been a pain. I ordered a batch of tinned & dry dog food and some dog treats, about 10 days later I got a email to say that the tinned food is out of stock so we wont be receiving it and we will receive a refund. I looked online and the food was still available to purchase on the Waitrose Pet website, I questioned this and they said they will be receiving more of the food from there supplier in the next few days which is why they didn’t put it as out of stock on there website. They decided to cancel our wet food order and give us a refund as to not hold up the rest of the order. A few days later we emailed them to make sure the wet food was available, they said yes so we ordered some more with some dog treats. Two weeks went past and no food arrived and no email to advise when delivery would be. We emailed them and they advised the wet food would arrive the following day but they no longer have the treats and will refund us. Out pet food isn’t easily available, we cant get it from a store we have to order online. We ended up waiting about a month for the wet food, our dog is only a puppy so he cant just eat any old food and the food we buy is grain free as he has a sensitive stomach. Not to mention we didn’t get all our order again, we haven’t received the refund for the treats yet so no doubt I will have to contact them again. Its not the type of service I expect from anyone but especially not Waitrose.

Do not use or touch with a barge pole! Appalling service. I have made numerous orders.... delivery dates rarely met, Requested VAT invoices for Insurance purposes overlooked and requested time and time again. I just tried them again, post Covid-19 lockdown - their website claims they are back to normal service.... and they are - the lousy service of old. It is hard to believe this company has any connection with Waitrose in anything other than name.

Ordered a dog harness online for pickup. Not told until after completing the order it will take 9 days to pick up the item. At 18:00 on the day before I was meant to pick up my order I received a email saying sorry, we've cancelled your order and will receive my refund in 2 more days. Totally unacceptable customer service. Will not be using Waitrosepet again.

AWFUL SERVICE. Normally use Fetch who are always reliable but as a Waitrose customer thought I would give Waitrose Pet a try. Gave a delivery date of 5/12 and waited all day but no delivery I had to chase today 6th only to be told it was delayed. No notification by phone or email that it was going to be late and I had to chase them. Asked when I can expect it and told I was 67 on the delivery list and it would be with me sometime in the afternoon. Won't be using them again not what I expect from Waitrose as a customer of over 15 years. AVOID, AVOID, AVOID. Going back to Fetch.com

Terrible service. They give you a delivery date before you order. Then you order and pay, then they email saying it ‘may’ arrive on the date they’ve given, but it may not... Wait in all day for it. It doesn’t arrive and no email or contact. Very annoying. Same again the next day. Contact customer services who couldn’t care less and say it will get there soon. No consideration for having to stay in to wait for it or the fact it’s been ordered as the order is actually needed. Third time I’ve used them as they are cheap and third time this has happened. In future I would rather pay a bit more and get it elsewhere without all this hassle.

Placed a big order for Pet Food, traveled to collect after receiving a text message to find that only a third of my order had arrived. Cost me fuel and parking. Got a phone call later to tell me that they had lost the other part of my order and it would be another week despite already waiting two weeks since placing my order.

As a regular Waitrose customer I tried the pet side twice both times so poor - the first time delivery took weeks to arrive the second after two weeks they told me they could not fulfil the order will NOT be using again .

Avoid at at all costs placed an order 14 day's ago got told it would take 10 day’s waited 14 day's and I’m still with out my order. Even cancelling my order was a ball ache still no sign of a refund. Stick to pets at home if you want my advice.

I placed my order ,the website stated 10 days for delivery .I waited 14 Days ,still no order .I called the number on the website and was told it could be another 2 weeks because yodel has got a backlog of parcels .I tried contacting yodel via phone it says all lines are closed .I tried via web chat no response after 20 minutes ,so i gave up .I had to cancel my order in the end because i could not wait a month for my delivery. They should not be taking orders .it now says 7 day delivery 4/4/20 but if there is a back log how can they state that on the site. I know that with the current climate there are a lot of delay’s but waitrose pet / monster pet should stop taking orders. Upto a month for delivery is not on.

We searched online and found that this business has an active Facebook page with 523 followers. From our experience this can indicate that the business is either not actively engaged with online communication or is new and growing. We have found that this business does not have SSL (secure sockets layer), which means that you should think twice before trusting this business with your data, such as personal information or credit card details, because your information will not be digitally connected to a cryptographic key and secure connection cannot be established. We found that the domain for this business is older than two years which could be an indication that this is a trustworthy business with an established customer base and experience in their field.