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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be pissed off at Waitrose?

70 replies

gunsandbanjos · 20/01/2018 08:54

First world problems I know!

Ordered shopping to be delivered last week- turned up 1/2 hour late and some of the fresh stuff was well past it’s best. Complained, refunded a couple of bits, of fair enough.

Ordered again for yesterday, delivery between 6/7, we have dinner plans at 7.30 but restaurant close to house so should be fine. Come 7.15 get a call to say driver will be there at 7.40 is that ok?

No it’s bloody not ok, I ordered between 6/7 because that’s when I want my shopping! Not at some arbitrary time later on in the evening when it’s convenient for you Waitrose.

I say can you deliver tomorrow morning between 9/10 instead? Yes no problem at all they say.

Now they’ve just called to say they’ll deliver between 10 & 10.30 arghhhhhhh.

Again we have plans that we’re having to alter to accommodate.

Online shopping is meant to be convenient!

OP posts:

C8H10N4O2 · 20/01/2018 09:41

I rarely go into supermarkets (or shops in general) - everything is delivered. A delivery 40 minutes late is rare IME - usually something exceptional has happened eg major accident, breakdown, exceptional weather.

Two successive deliveries so late and poor produce when they arrive would have me looking for an alternative.

sixteenapples · 20/01/2018 09:41

Never had a problem. Once or twice in years they have been late but I live in London. Roads get shut all the time. My main A-road was closed for two hours only last week.

It'show they handle it that counts. A text, an apology, an offer to redeliver. If you don't like them use another supplier like most people - no need to make a thread about. It was a small delay.

Also why would you have something delivered at 7 to eat at 7.30?? How long does it take to unpack and cook whatever you were going to eat?? (What was it OP - out of curiosity?)

LoniceraJaponica · 20/01/2018 09:44

"Also why would you have something delivered at 7 to eat at 7.30??"

I wouldn't have cut it so fine either.

LoniceraJaponica · 20/01/2018 09:45

Thanks for the explanation C8H10N4O2

Original poster

gunsandbanjos · 20/01/2018 09:46

I didn’t have something delivered to eat at 7.30.
I ordered my shopping to come 6-7 and I had dinner reservations 5 minutes away at 7.30.

OP posts:

PollyPerky · 20/01/2018 09:48

I think you have just been unlucky OP to have 2 incidents like that.

I used WR for years and found them fine. I switched to Tesco when we got a WR in town (I used them and topped up on basics /cheaper from Tesco online). I've now switched to Ocado because they do basics and WR lines.

Never had any major delays in all the years I've shopped online.

I suspect you live in a high pop density area in which case delays may be inevitable; rule for you is to set a delivery in time to allow for this.

Booie09 · 20/01/2018 09:48

How long have you used them for? and how many times have they been late?

PollyPerky · 20/01/2018 09:51

I'd never have a deadline of 7pm if I was eating out at 7.30

You've got to expect a delay sometimes especially in the evenings (rush hour? Fridays?)

Work on it coming at the end of your delivery slot, plus 10 minutes delay is my advice, especially evening rush hour times.

incorruptibledream · 20/01/2018 09:51

An hour, maybe 2 just in case?

Yes that sounds more sensible!

Jenny17 · 20/01/2018 09:52

I had to stop using Waitrose. They claimed I didn’t answer my door but I had an ocado delivery same night within an hour. Had to nag to get a refund of my order as they had charged. Simply they cannot find my address but everyone else could. There was also other problems with waitrose including being late. So I changed to Ocado which had at the time a larger product selection and most Waitrose products.

PollyPerky · 20/01/2018 09:53

I agree with the PP- how many times have you used them and how often are they late?

If they are coming from your local branch (unlike Ocado who only have a warehouse) they may be short staffed with illness this week and it may not be their normal service. I'd call the branch and query why.

GreatDuckCookery6211 · 20/01/2018 09:53

That’s completely rubbish OP. Complain by email.

ilovesooty · 20/01/2018 09:54

The OP is irresistibly reminding me of the episode in the Good Life when Penelope Keith cancelled Christmas.

loveka · 20/01/2018 09:54

Christ, you don't sound very lighthearted!

manicinsomniac · 20/01/2018 09:56

I've never had them be late at all and I live in the sticks.

I have had the opposite problem though - had them arrive early and I'm not back yet. I tend to ask for a 10pm - 11pm delivery so I suppose that might explain it - I might be their last call and they're trying to finish early. Fair enough I suppose but I don't get home till nearly 10 as a general rule so not much good to me.

YANBU - they should deliver when they say.

BrimFire · 20/01/2018 09:57

Dreadful organisation on their part and you are right; misses the point of having delivery slots.

I think it depends on where you live though as to which supermarket works best. Everyone appears to hate ASDA delivery on here but in my area they are fantastic and very good value.They also do click and collect so you don't have to physically shop yourself. Does Waitrose do that if you specifically want their offers?

Original poster

gunsandbanjos · 20/01/2018 09:57

Work on it coming at the end of your delivery slot, plus 10 minutes delay is my advice, especially evening rush hour times.

So I should have been absolutely fine using this logic? I gave myself an additional 25 minutes to allow for it being a little late.

OP posts:

Quickerthanavicar · 20/01/2018 09:58

Always do Ocado, never an issue. Do you mean Waitrose or Ocado?

PollyPerky · 20/01/2018 10:00

Not quite sure how you could get all your shopping put away and get out the door if it arrived at 7.10 and you had to be out at 7.25. I'd not cut it that fine but there you go.

I think you ought to contact the branch and speak to the manager. They may have issues with staff. You may live in a busy location where Friday night traffic is notorious- do you?

Talk to WR_ you might end up with a bunch of flowers and other stuff.

treaclesoda · 20/01/2018 10:01

I've used Tesco for years and they have never ever been late, and I live in a rural area with some dodgy roads. So I think that it's perfectly reasonable to expect them to be on time and not an overreaction at all.

Obviously if there was seriously bad weather or a road closure or accident then I would understand a delay. But to just constantly be late because of traffic and general day to day 'stuff' is ridiculous.

ChocolateWombat · 20/01/2018 10:01

I would email them and list the recent issues. Say you are disappointed and feel they care not reliable and ar seriously considering going elsewhere.

Companies want to receive this feedback and to be given a chance to do something about it. They should then apologise profusely and probably offer you a goodwill gesture. If they do this, I would give them one last chance, but if they are late again, then leave.

Mistakes and problems can occur. They shouldn't occur regularly. It is always better to complain to the firm concerned and not just vent on the Internet. You are justified in being irritated and are free to go elsewhere at any time.

PollyPerky · 20/01/2018 10:05

^ As above. Exactly what I said Chocolate

It's a bit PA venting on a forum.

You've not said if you have used them for years and these are two incidents close together or what.

You can't compare Ocado and WR; WR vans are linked to your local branch and the staff. Ocado has only warehouses and presumably has a different structure in case drivers are off sick; delivery is all they do, not running stores as well.

Most WR branches are fairly small and will only have a couple of people driving vans; I used to get the same chap week in week out for years. If he'd been off sick and replaced, I may have experienced late deliveries too , who knows?

ChocolateWombat · 20/01/2018 10:07

And like most things, I think you have to accept that the reality is that not everything will run to time. If you go to the Doctors you know they might be half an hour behind time and if you don't factor that into other problems you might come unstuck. With a car journey you know traffic can hold you up. These are realities.

So, in terms of factoring in extra time - well, as people say, usually they are on time and you are unlucky if they aren't. I would always allow 30 mins, beyond what I need to unpack the shopping too. Most times it won't be needed, but seems a sensible buffer. And if I know I will be in for a 4 hour stretch I would just go for sooner rather than later.

It is annoying...but one of the reasons it's annoying is because usually these services are so reliable - that we get more irritated when they are late on occasion. Funnily, we don't get so annoyed about the regularly late services, because we just accept it..

Original poster

gunsandbanjos · 20/01/2018 10:13

I will be emailing them to allow them to rectify the issue, I did this last week when they were late as I said in my OP.

I do live in a big city but our area isn’t particularly congested.

I’ve used them occasionally over the last few years, had the odd problem but 3 late deliveries in 2 weeks is irritating.

OP posts:

Blackteadrinker77 · 20/01/2018 10:13

Do you have snow that could be slowing them down?

If you haven't my garden has 6 inchs to spare :) The roads are thick ice.

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