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Updated: 24 Feb 2022

Waitrose review

Find out how hundreds of Waitrose shoppers rate its supermarket stores, app and website in our 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, almost 300 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
Queuing time
Staff availability and helpfulness
Stock availability
Range of products
Overall quality of own-label and fresh products
Value for money

Is Waitrose's online delivery service 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 online
Ease of using the website or app
Stock availability
Range of products
Quality of own-label and fresh products
Availability of collection/delivery slots
Customer service at collection/delivery
Choice of substitute items

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course of the investigation, our mystery shoppers took delivery of items from various supermarkets that were already out of date by the time they were delivered, groceries that were within their use-by date but looked too manky to eat, and one item with a completely illegible use-by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. To find out how this compares with the other supermarkets in our survey, see our guide to the UK's best and worst supermarkets.

At the time of publishing this page (February 2022), all trolleys, baskets and Quick Check handsets were being cleaned frequently by staff and there were protective screens at checkouts. 

Waitrose asks customers to use the hand sanitiser stations and keep a safe distance from others where possible.

Waitrose in the news

In February 2022, Waitrose began selling potato milk from the Swedish brand Dug, which claims it's the most sustainable option available.

A month earlier, it launched 'tearless' onions (branded as Sunions), which took researchers 30 years to develop. They don't come cheap, though, at £1.50 for a pack of three (50p each) versus 14p each for Waitrose's cheapest onions.

In September 2021, the retailer stopped using plastic bags in its deliveries and in-store collections to remove 40 million single-use bags a year. It also stopped selling bags for life in stores as it found they were often only used once.

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

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