Delivering the goods… @waitrose

Starting a post with an apology  may not be the best way to engage with an audience however I feel that it’s required seeing as this post could be considered a first world gripe considering a) the problem and b) the supplier, but seeing as the service offered has deteriorated, the complaint is valid.

Everyone loves Waitrose! Great staff, ownership model, free coffee and a paper and great food. Yes, you may pay a little more for certain items but they price match with Tesco on essential items. Anyway, after their London delivery agreement with Ocado ended, Waitrose launched a home delivery service. And rather than charging for home delivery like other supermarkets, delivery was free if you spent a minimum of £50. And they’d deliver in hourly slots between 7am and 11pm. Super friendly drivers who were always pleasant and would always make a joke about lugging my groceries up three flights of stairs. What’s not to like? Nothing!

Except, things have changed. They increased the minimum order to £60 (which is fair enough for me but it could be prohibitive for those on tighter budgets) but the major gripe that I (and I presume many more people have) is changing the delivery slot window from one hour to two, and starting deliveries at 9am.

How inconvenient for me I hear you scream! Well, if you previously had your shopping delivered in the 7-8am window on a Saturday, you knew you’d have your shopping, and you breakfast delivered by 8am. And you could get on with your day and your weekend. With the new service window, it’s possible that you won’t receive your groceries until 11am. Which would be fine if it arrived by 11am – the three orders I’ve placed thus far have been late! So, realistically I can’t commit to doing anything on the day until at least noon.

Again, I accept that this may come across as a first world problem but Waitrose previously offered a service that worked and suited and have replaced it with a service that doesn’t.

I appreciate that they have made the changes for various reasons (maybe staffing? Cost?) however they have forgotten the motto that the customer is always right.

Businesses may need to change terms and conditions for various reasons but you’ve got to take your customers with you. If the service isn’t up to scratch, your customers will look elsewhere for your products. And it’ll cost you a lot more trying to win those customers back.

Think about it Waitrose!



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