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

At the start of lockdown, when some products were in high demand and shops were busy, we dedicated an hour at the start of each day for our elderly and vulnerable customers to do their shopping. Now our shops are less busy, and we have implemented measures such as social distancing, protective screens and face coverings to keep customers as safe as they can be. However, we know that our elderly and vulnerable customers have really appreciated this dedicated shopping time, so from Friday 24 July 2020 the first shopping hour on Mondays, Wednesdays and Fridays will continue to be reserved for them.

After the first hour of trading on Mondays, Wednesdays and Fridays, and at all other times, we’re giving NHS staff and social care workers (carers) priority access to our shops and checkouts on production of suitable ID. This is to ensure they are able to get through as quickly and easily as possible.   

We have already prioritised delivery slots for vulnerable customers across the country and those over the age of 70. We are continuing to contact customers on the lists which the Governments have shared with us.

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

Yes – we've committed at least 25% of our orders to elderly and vulnerable customers. We’ve increased waitrose.com by more than 50% to 150,000 slots each week.

We have already prioritised delivery slots for vulnerable customers across the country and those over the age of 70. We are continuing to contact customers on the lists which the Governments have shared with us. 

Please be reassured that we’re doing all we can as quickly as possible. While we simply don't have capacity to offer slots to all, we're making every effort to help as many people as we can.  

Why can I only see a few days of limited slots?

Currently most customers see 15 days' worth of slots, except for those listed as priority customers (eg those on the Government's list of vulnerable shoppers). This change in slot visibility was made in response to customer feedback as many were scrolling through weeks of slots without finding one free. New slots are released daily and we are working hard to provide more availability to all our customers.

How do I book a waitrose.com grocery order?

Delivery slots are booked via waitrose.com or on our App. We are in the process of offering vulnerable customers priority access to our waitrose.com delivery slots. 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 as normal. Please think of others in this difficult time and only book a single delivery per week. Demand remains high, but slots are being released daily. If none are available when you look, do try again the next day. 

Do you have a cap on any products?

We have lifted the buying limits on the majority of products in our shops. 

If you are shopping on waitrose.com, our temporary cap measures are still in place on a small number of products to ensure more of our customers have access to the products they want. 

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 properties, instead carefully leaving shopping bags outside your home.  All deliveries will be bagged to make it easier for you to move them inside. The driver will sign for it on your behalf once the delivery has been completed.

Can I recycle my plastic bags and return my John Lewis Click & Collect through my waitrose.com driver?

From 17 August 2020, customers will once again be able to return their John Lewis orders and recycle their plastic carrier bags via their waitrose.com delivery driver. We’re asking customers to please place the carrier bags outside of their property. While maintaining social distancing, the delivery driver will then gather up the bags and place them into a dedicated crate within the van. Drivers will continue to adhere to all hygiene measures between deliveries.

Can I order Waitrose Entertaining products?

Yes, our Waitrose Entertaining Food Made to Order service has now resumed. You can find more information on how to order here.


What are you doing to help customers who are self-isolating?

We have launched a dedicated e-gift card for self-isolating customers who are unable to get to the shops themselves, and want to organise a simple, safe and contact-free payment for groceries delivered by friends, neighbours, family members or volunteers. The gift card can be purchased online at johnlewisgiftcard.com, and can then be emailed directly to friends, neighbours, family members or volunteers for them to use in our shops. Customers can purchase e-gift cards in £10 denominations up to £500. 

Family, friends or volunteers over the age of 18 can also pick up a waitrose.com grocery Click & Collect order on behalf of a customer who is self-isolating. The person collecting the order must have the order confirmation number and a form of ID with them (either a debit or credit card, passport, driving licence or utility bill). Once you arrive at the shop, please approach the Partner at the store entrance and they will advise on how to make your grocery collection.

If you have a product problem, the fastest route to a resolution is to visit the Product Issue or Query section of this Customer Service area and fill out a webform. Please include in any communication that you are currently self-isolating. If unable to do this, you can email us customerserviceteam@waitrose.co.uk.

Why am I receiving communication about a priority delivery slot?

Our elderly and vulnerable customers are our number one priority. In addition, there is a selection of customers who match our loyalty criteria and are eligible to access priority delivery slots, subject to availability. We are offering these to help our customers, we are also kindly asking customers who are not elderly or vulnerable, where they can, to shop in store to help free up slots for those who really need them. 

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