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Updated: 24 Aug 2021

Waitrose review

Find out how hundreds of Waitrose shoppers rate its supermarket stores, app and website in our Waitrose review.
Which? Team

Waitrose is known for its quality products and commitment to animal welfare and the environment, but is its food fresh and do its staff, stores and online offering give customers a great shopping experience?

In the annual Which? supermarkets survey, more than 400 Waitrose customers rated the retailer on everything from queuing time to the quality of its food and value for money. 

This enabled us to work out star ratings for different factors as well as an overall customer score.

Are Waitrose supermarkets any good?

This is member-only content.

  • Join Which? now for instant access to the results plus all of our online reviews.
  • Which? members can log in to unlock the table below and reveal the ratings.
Waitrose stores
Store appearance and layout
Queuing time to get into store
Queuing time at the checkout
Staff availability and helpfulness
Stock availability
Range of stock
Overall quality of own-label and fresh products

Is Waitrose's online delivery service any good?

Waitrose online
Ease of navigating the website or app
Stock availability
Range of stock
Availability of delivery slots that are convenient to me
Supermarket's choice of substitute items
Overall quality of own-label and fresh products
Drivers' service

As well as accessing the supermarket scores, logging in or joining Which? will enable you to see how Waitrose fared when we reviewed items from champagne and cheese to washing-up liquid and dishwasher tablets.

How fresh is the food in Waitrose deliveries?

We went undercover to find out how the different supermarkets compare for freshness, using a team of mystery shoppers to order more than 1,000 groceries in the first – and biggest – comparison of its kind in August 2021.

During the course of the investigation, our mystery shoppers took delivery of items that were already out of date by the time they were delivered, groceries that were within their use-by date but looked too manky to eat, and one item with a completely illegible use-by date.

Log in or join Which? to discover which supermarkets will deliver the freshest produce - and which ones could leave you with past-it produce that's dangerous to eat. 

How safe are Waitrose stores in the pandemic?

When we surveyed Waitrose shoppers in October 2020, 78% rated its in-store COVID-19 measures as good or excellent. Find out how this compares to the other supermarkets in our survey by visiting supermarkets compared.

At the time of publishing this page (Feb 2021), Waitrose was one of several supermarket chains refusing entry to anyone not wearing a face covering unless they have an exemption.

You are asked to shop alone, use the hand sanitiser stations in stores and keep your distance from other shoppers and staff at all times.

All trolleys, baskets and Quick Check handsets are cleaned by staff after they've been used.

Visit our coronavirus supermarkets news story to read the latest on the measures supermarkets are taking in the pandemic.

Waitrose in the news

Along with a number of other supermarkets, Waitrose announced in February 2021 that it would top up the value of the government's weekly Healthy Start vouchers for low-income families with a child under four and pregnant women. An extra £1.50 will be added.

In January 2021, Waitrose started to trial refillable products in its main aisles rather than as a separate feature. It is considering rolling out its 'Waitrose Unpacked' scheme to more stores in future.

In the same month, Waitrose also came top of a league table of supermarkets ranked by their efforts to reduce plastic pollution compiled by the Environmental Investigation Agency and Greenpeace UK on plastic use in 2019.

In October 2020, it won Which? Supermarket of the Year in the annual Which? Awards.

Waitrose's plastic packaging

In April 2019, we investigated how much of supermarket plastic packaging is recyclable. We ordered 46 of the most popular own-brand items from each of 11 major UK supermarket chains. We found 60% of Waitrose's packaging, by item, was widely recyclable at the kerbside. This is the joint-highest proportion of all the supermarkets. 

We also looked at how accurately the packaging was labelled for recycling advice. We found 47% of Waitrose's packaging was correctly labelled. See how Waitrose compares with other supermarkets and find out more about supermarket plastic packaging

Find out more