I am lived I am lived, with Waitrose. I consider myself a loyal customer of Waitrose, not just for good customer services at store also for the quality of products. I do my weekly shopping at Waitrose in stores and once in awhile online. On my last 3 order last 3 order there were items missing and the person whom packed my order give items which was about expired. And the driver was alway late. I never complained about it because, I said to myself, people at the store are so nice and helpful very time. Plus if you can’t finish the food, you can gift it. However today that all changed. I delivery schedule between 1pm to 2pm, 2:15 my order didn’t I called Costumers Service asking how long will it take until I get my shipping, I was informed I was the next person in line and my shopping would with within 10to15 minutes. (Around 2:30pm) At 15pm I called again asking what is going on, and the customer service person said let me have a look for you. Few seconds late she said oh your is naked as complete. I got very confused and ask how can it be completed if I didn’t received the items?🤔 She replied let me get in touch with driver and someone some where she will call me back. How long will it take I ask? She was honest I replied I don’t know 🤷‍♀️ but I will get in touch as soon as I hear back from them. 45 minutes later I called again, is there any update, do you how it take will I receive my shopping today? She responded well I don’t know, if you want I can ask them to cancel your order and you go ahead and buy what you need! Very nice of you thank you, but I want to know what happen, you cannot just cancel the order without any explanation or apology for waiting my time. She replied yeah we will get back to you after the investigation. What about shopping? No attempt to try and reschedule my order? Now I am left with the items I paid for? Date of experience: 03 October 2023