Waitrose refused to leave grocery delivery with 22 year old daughter!

[Endlesslypatient82]

No alcohol
no toiletries ie razor blades

just food.

My DD was working from home. She showed ID and he said that couldn’t leave with anyone under 25.

Seems bloody daft to me.

Now got to arrange a re delivery but was for friends over… tonight!!

I was in my third year of teaching by the time I was 24. Mad to think I was teaching GCSE and A Level day in, day out, owned a house and lived with a man but couldn't have taken in my mums shopping.

This 👆. I and just about everyone I know did or does this. When DS1 was away we used to send booze too and in fact for his 21st, the order comprised 100 cans of lager and two dozen pizzas - that’s it. No questions asked. That was some years ago so perhaps students are different now 🙄

Bloody hell, I’m 24 with a husband, 3 children and my own home (our third!). That’s laughable.

That is utterly bonkers. I had orders left with my DDs when they were your DD's age. No problems at all.

Personally, I think that the "Think 25" rule should be simplified. I'm sure it used to say years ago that you just had to prove that you were 18 or over. What was wrong with that? The end result of only selling age restricted products to over 18s was exactly the same.

It could surely be restored to "18 or over" and it would be much simpler. Simple enough that buffoons such as your delivery driver should not misunderstand it.

I'm not saying that "Think 25" is that hard to understand, but it does add a layer of thinking that some people struggle with and tie themselves up in knots over.

Waitrose T&C's

If your nominated representative is not aged 18 or above, we will not deliver any products, including those that are Restricted Items (as defined in section 1 "Use of the website" above).
Our drivers apply our "Challenge 25 Policy" and so proof of age will be requested if the person receiving the products looks under 25 years old.

Waitrose.com is committed to upholding both their legal and social obligations as a retailer of intoxicating liquor and other Restricted Items. In order to achieve this, Waitrose.com has introduced a number of control checks throughout the purchase and physical distribution process (e.g. confirming your date of birth and requesting formal identification of anyone who they consider to be younger than the relevant age (i.e. 25 years old pursuant to our Challenge 25 Policy) who is a buyer or recipient of the delivery.

A lot of supermarkets have an 'over 25s' policy instore regardless of ID. So I would imagine this would extend to home deliveries.

Was there anything in there that could have triggered this off? Energy drinks? Lottery? Cigarettes?

Sorry but the Waitrose driver was absolutely correct in following his or her training.

It's your fault for not reading or understanding the Ts and Cs.

Same thing happened to me a few years ago. The supermarket & I had words.. a compromise was reached, they would leave food but not cigarettes. Fine!
Sigh!!

Yes I started training as a lawyer when I was 24, and was living with my now husband!

But it doesn't sound like he did follow his training.

And if he did, the training was wrong. There is no legal or sensible business requirement to prevent someone under 25 buying groceries online, even age restricted ones if over 18.

But they don't. If you look under 25 but have ID to show you are over 18, that is all you need. And only if there are age restricted items.

You can do a full shop for groceries at any reasonable age as long as you have no age restricted items.

So why would online be any different? You are just trying to make the OP feel stupid, when Waitrose needs to buck its ideas and staff training up.

Correct.

It's in your terms and conditions when you signed up.

According to the conditions published on the website the driver did NOT follow their training correctly as OP's dd provided ID to prove she was over 18.

Obviously the driver made a mistake, but all the people bragging mentioning that they owned houses and international corporations by the time they were 12 - please get some basic reading comprehension. The under 25 policy exclusively refers to NON-account holders. OP's daughter was not the account holder and didn't place the order or pay for it. If it had been the daughter's order, then the driver would have given it to her.

If you are the account holder then there is no age restriction (unless buying age restricted items, obviously).

My son has done some of these as well. Although he doesn't "fail" anyone, he just reports his findings.

Oh dear

you have misunderstood.

but other posters have clarified to you already.

more pertinently, Waitrose store have confirmed that incorrect of the delivery driver

Should have used Iceland! We had a delivery thrust at my 16 year old DS - which wasn't even for us!!!

There was a definite pass/fail element to dd's. For in store audits she had certificates that she had to present to the store manager afterwards (as well as reporting her findings).

You are just trying to make the OP feel stupid, when Waitrose needs to buck its ideas and staff training up.

No I"m not. I"m just trying to explain the 'over 25 rule'. Driver could be sacked for not following company protocol. They are set up with random 'mystery shoppers' to test it and face personal (and company) prosecution they don't follow the rules.

I'm just saying don't blame the driver for doing their job properly.

To be clear

There was no restricted items whatsoever

waitrose have confirmed that incorrect!

(and I am receiving a £15 goodwill gift card (that I can also use for John Lewis… hooray) by way of an apology.

OP's daughter was not the account holder and didn't place the order or pay for it.

Eye roll... I'll leave you all to get on with it. Maybe OP should arrange to be at home next time.

The under 25 policy exclusively refers to NON-account holders. OP's daughter was not the account holder and didn't place the order or pay for it. If it had been the daughter's order, then the driver would have given it to her

Nope, that isn't what it says. It says they will check people who look under 25 to ensure they are over 18. That is all.

proof of age will be requested if the person receiving the products looks under 25 years old

It does not say "if you are not the account holder you must be 25 or older to receive the products"

and I am not sure such a ridiculous restriction would be enforceable anyway. Terms in consumer contracts have to be fair (and transparent - ie abundantly clear). That is quite obviously not fair, eg for students receiving food parcels from their parents.

This with bells on

I’ve sent orders to my DC when poorly/isolating, and it wouldn’t have occurred to me that they wouldn’t be delivered to someone prepared to show ID proving over 18.

And the section of Waitrose T&Cs quoted verbatim show that they should deliver to over 18s, but they will challenge 25

Waitrose is in the wrong here, as its driver made a mistake and did not follow the policy

But the driver isn't doing their job properly. The job is "if they look under 25 then ask for ID to prove that they're over 18. If they can't provide that ID then refuse service. If ID shows that they're over 18 then go ahead."

Waitrose have confirmed the delivery driver was incorrect!!

the delivery driver apologised when he re delivered!