We know this time of great uncertainty is having a huge impact on our lives, and we want to let you know we are doing all we can to help our customers. 

We are continually monitoring the guidelines and advice provided by the UK Government and Public Health England and are committed to making the right decisions for our customers and Partners.

Our Customer Service team is currently experiencing high call volumes and we are trying to keep our phone lines free for our most vulnerable customers. If you are thinking about contacting us, please could we ask that you check the frequently asked questions below in the first instance.

Please keep visiting this page for the latest information.

Are your shops open as normal?

Yes, Waitrose shops are open as usual, with the exception of some in John Lewis shops (please see question below). However, we have put in place some additional measures to help our shops meet the needs of our customers, particularly the elderly and vulnerable, at this time.

The first opening hour in our supermarkets will be dedicated to our elderly and vulnerable shoppers, as well as those who look after them. In addition, to help us keep our shelves stocked and our Partners and customers safe, some shops may close earlier than normal. This will vary in different parts of the country, from shop to shop.

Will you be releasing online delivery slots for elderly and vulnerable customers?

Yes - we’ve started to offer our elderly and vulnerable customers priority access to our waitrose.com delivery slots. We’ll be doing this in a number of ways, including contacting those who have previously identified themselves to us as elderly or vulnerable, and looking at how we can reach those on the list of vulnerable people the government intends to share with retailers. 

We know we won’t be able to reach everybody straight away - as we simply don't have the capacity to offer slots to all - however, we’re making every effort to reach as many of our customers as possible who need a home delivery.

To allow us to cope with the anticipated demand, we are asking that - for now - customers wait for further communication from us on this rather than getting in touch.

John Lewis & Partners shops are temporarily closing. Will Waitrose shops in the same location as a John Lewis shop be closing as well?

Our Waitrose shops in Kingston-upon-Thames, Basingstoke, Horsham and Ipswich will continue to trade, along with our Foodhall in Oxford Street. Our Foodhall in Bluewater, along with Little Waitrose in Watford and Southampton will close in line with the John Lewis shop.

Can I still use Click & Collect now John Lewis shops have closed?

Whilst you won’t be able to use Click & Collect in our John Lewis shops, you can still select this option to collect at your nearest Waitrose or selected Co-Op stores and Booths. You can also use Collect+. If any collection points aren’t available, they will be removed from your list of options at the online checkout stage.

What social distancing measures are you putting into your shops for your customers and Partners?

We are introducing a number of measures to help protect both our customers and our Partners.

These are:

Limiting the number of customers in our shops at any one time.

Dedicated marshals per store to help manage queues, reminding customers of the two-metre social distancing rule. 

Introducing floor signage in all shops to ensure customers keep two metres apart when queuing at checkouts and at welcome desks

Screens have been ordered to be placed at checkouts to protect customers and Partners 

We will have fewer checkouts open to maintain social distancing for our Partners.

Partners will have the option to wear a protective visor, if they wish.

We are asking that only one customer or family occupy a lift at any one time.

We will encourage our customers to shop in a cashless and contactless way to prevent unnecessary contact.

What are you doing to support the elderly, vulnerable and NHS workers?

At this time of national crisis, the John Lewis Partnership is wholeheartedly committed to ensuring we support our customers and those who need us.

Elderly and vulnerable customers:

To support our elderly and vulnerable customers, and those who look after them, we are offering a dedicated shopping hour during the first opening hour of each of our supermarkets. We have also set up a £1million Community Support Fund to be distributed by Waitrose shops to local communities, which will be used in a number of ways, including to create care packages for those that need them, and delivering boxes to essentials to local care homes and community groups. 

We will shortly be starting to offer our elderly and vulnerable customers priority access to our waitrose.com delivery slots. We’re currently working through the complex detail of this and we’re doing all we can as quickly as we can, so please bear with us. We’d kindly ask that our customers wait for further communication from us on this rather than getting in touch with us. 

In addition, we’re working with Age UK, FareShare, and the Trussell Trust - donating £75,000 initially to each of the three charities for immediate activity in response to the coronavirus outbreak.

NHS workers:

We recognise the tireless work of NHS staff, supporting us all through these unprecedented circumstances. Our Waitrose shops are setting aside a proportion of hard-to-find and essential products exclusively for NHS staff, on production of an NHS card. We’re also giving NHS staff priority checkout service to ensure they are able to get through as quickly and easily as possible. 

In addition, John Lewis is donating a vast range of items such as pillows, phone chargers, eye masks and hand cream to hospitals. We will also be donating 50,000 Easter treats as a gesture of thanks to NHS staff - we hope they’ll go some way to cheering up some staff rooms.

What about other emergency services or other key workers?

Our shops are using their discretion at the moment when assessing customer needs. But these steps are largely to support NHS workers who are really at the forefront of responding to these unprecedented challenges.

How are you supporting your Partners?

We have robust hygiene procedures in place and are providing regular updates to our Partners to ensure they have appropriate advice. 

All equipment in store, such as self-service scanners, payment terminal, trolley handles and tills are cleaned daily and at every available opportunity. Hand sanitising wipes have also been provided for our Partners who do not always have easy access to hand-washing facilities, including our checkout and welcome desk staff as well as delivery drivers.

To ensure the wellbeing of our Partners, who are working long hours to meet the needs of customers, we are setting up a support fund to aid those who are facing additional costs as a result of the pandemic, such as childcare costs. Our Partners are also being offered free meals at work.

Are you stopping any of your services as a result of Coronavirus?

We have taken the decision to temporarily suspend some of our hospitality services. We are very sorry for the inconvenience this may cause. The reason for the suspension is so our Partners who maintain the services can continue to keep the shelves stocked with essential products.

As such, we have taken the decision to temporarily close:

  • Self-serve coffee machines
  • Cafés
  • Cookery schools
  • Bakery grazing areas, wine bars, and the Steak & Oyster Bar at Canary Wharf
  • Rotisserie, Hot Food to Go and Made in Branch Baguettes
  • Wine Tasting at Home Packages

We are monitoring the situation of our food service counters daily, shop by shop. Our hope is to keep as many of our counters open as possible while we have Partners available to do so.

I was due to go on a cookery school course. Can I rebook?

Yes, you can. You will have received an email with information about rescheduling your course. If the rescheduled date is not convenient, or you would prefer to cancel and receive a refund, please contact us by phone on 0207 372 6108 or email waitrosecookeryschool@waitrose.co.uk.

How do I book a waitrose.com grocery order?

Delivery slots are booked via waitrose.com or on our App. We are starting to offer our elderly and vulnerable customers priority access to our Waitrose.com delivery slots before we open them to a wider group of customers, which is why you may not be able to see the slot booking page at the moment. We’re currently working through the complex detail of this and we’re doing all we can as quickly as we can, so please bear with us. We’d kindly ask that our customers wait for further communication from us on this rather than getting in touch with us.

Unfortunately, we are not able to arrange delivery slot bookings over the phone. If you have an existing order with us, you will still be able to amend this.

 

Are you putting a cap on any products?

We are asking our customers to buy only what they need so we have enough for everyone and are continuing to work with suppliers to help meet demand. To ensure food is distributed fairly, we have introduced a temporary limit on some products. 

In our shops, our customers will be able to buy three of any specific grocery item, and a maximum of any two packets of toilet roll.  The product limit in our shops does not include fresh products such as fresh fruit and vegetables, meat, fish, poultry, deli, bakery, fresh soups, meals and desserts. The instore cap is also not applied to beers, wines, cider and spirits as well as Easter Confectionery. 

If you are shopping on waitrose.com,  our temporary cap measures are still in place on grocery items, we have introduced a temporary cap on certain items, including some anti-bacterial soaps and wipes, tissues, pasta, milk and canned goods.

Are there any changes to order amendment cut-off times?

To help deal with high demand, we are temporarily bringing forward our cut-off time for order changes on the day before delivery to 12 noon. We will continue to keep our customers updated on any further changes.

Should I expect more substitutions?    

We are seeing very high demand for some items. We will do our best to deliver everything on your shopping list, however, if we are unable to do so, we will try and find the best alternative. On your day of delivery, you will receive an order receipt via email, which will state any unavailable items or substitutions made.  If you do not require one of the substitutions and would like to be refunded, please let the driver know before moving your shopping inside. Unfortunately, the driver is unable to accept items that have been handled.

Have you changed the way groceries are delivered during the outbreak of Covid-19?

Yes, we have made some temporary changes in line with advice provided by the UK government and Public Health England. To keep contact to a minimum, drivers will no longer enter homes. When your delivery arrives, the driver will carefully place your shopping at your door before knocking and stepping back. All deliveries will be bagged to make it easier for you to move them inside.

Can I still return John Lewis Click & Collect items to my Waitrose & Partners delivery driver?

No, we’re so sorry, but this is not possible at the moment. This also applies to any bags for recycling.

If there’s no contact how do I sign for my shopping?

The driver will sign for it on your behalf once the delivery has been completed.

What do I do if I am self-isolating and need to return a product?

If you would like to return an item after you have received your delivery, please email Customer Service at customerserviceteam@waitrose.co.uk.

Your Entertaining products are showing as ‘Sold out online’

To ease the pressure on our Partners, suppliers and producers at this very difficult time, we are suspending our food made to order service. If you have placed an Entertaining order already, this will still go ahead as planned, but we are sorry that we cannot take any new orders for the foreseeable future, and all Entertaining items will be shown as ‘Sold out online’. We are sorry for the inconvenience.

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