Forum Topic

Waitrose - My verdict

Sad to say I was a bit underwhelmed. I was looking forward to a transformed store in a similar way to what M&S did but it is pretty much as it was before in terms of layout. I expected them to sort out the slightly annoying pinchpoint where you queue for the tills and self-serve. They have boosted fresh produce a bit with a reduction in the ready meals that use to be on the left hand side (as you enter).After I left it occurred to me that I hadn't confirmed if the meal deal section was still there - it didn't appear to be still in the aisle by the entrance although I walked by quickly. That accounted for about half my visits to the store so, if it is gone, that will be a real blow.

Anita Blake ● 24d25 Comments

It might work out cheaper than losing all the stock, unless they only put cheap lines in easy accesss.

Janice Evans ● 22h

If you have security you have to make sure that that there is also extra cover when any of them leave to go to lunch etc.  It means actually employing people!

Philippa Bond ● 1d

Nope,security dont mess around. Google it,plenty of videos taking people down or marching them back into the store with arms held behind backs.

Julian Pavey ● 1d

I wonder how Harrods and Fortnams dealt with these kind of people. Let them walk out without being challenged?

Jim Lawes ● 1d

Agree Julian it's crazy.

Janice Evans ● 1d

The point is you dont tell the world in a public statement that you do nothing to challenge shop lifters as company policy

Julian Pavey ● 1d

Without fresh fish and meat counters I simply wouldn't bother making the trek to Waitrose, there's nothing much to recommend it and I get more choice from my online grocer.  As far as I'm concerned the Sushi counter is simply a waste of space, I've never seen anybody shopping there.  Maybe they took on a fixed term contract to provide this counter?  As someone else said, surely they could have dealt with the pinch point by the tills/click and collect area?

CE Combes ● 1d

You need to think through the implications of what you are suggesting Waitrose's policy should be. If a member of staff who tackles a shoplifter is hailed a hero then it is implied that those that don't are cowards and there is an implicit pressure on them to act as security guards.If you don't want to take their statement at face value you can believe they have taken this action to protect themselves from lawsuits which would arise if their policy was in anyway ambiguous.What they are doing is nothing new. I worked in shops as a student many years ago and on day one I was told never challenge shoplifters.

Anita Blake ● 3d

When there are fewer staff in shops, doors that open wide to the street to invite just passers-by in, and open shelves with offerings to didn't know you needed displayed to entice you and where you have to help yourself anyway - we've come a long way from the shops of the past where you had to ask the shopkeeper for the items you required.I don't believe that the Waitrose stance on staff behaviour regarding thieving is unique as they have a responsibility for the safety of their staff.I was in a glass fronted shop with automatic doors a year or so ago when it happened and it was so fast with items being swept off shelves straight into shopping bags that the few staff had no or little chance to react. A quick way of alerting other shops in the street and the security/the police is imperative.  Some shops with small high value items now just lock their doors and you have to make an appointment or ring a bell but that can't be good for passing trade.

Philippa Bond ● 6d

This ludicrous decision by Waitrose is effectively offering would-be thieves carte blanch to fill their boots.They had the gall to sack Walter Smith, a loyal employee for 17 years for attempting to impede a shopper running off with some Easter eggs.Mr Smith, in his "defence" said he had watched customers stealing from his stalls every day for 5 years, and finally his patience ran out.Waitrose customers can expect their eggs and potatoes, etc to cost more any time soon.

Denis I. Fox ● 7d

I thought Waitrose was now free let alone being cheaper?"There is a serious danger to life in tackling shoplifters. We refuse to put anyone's life at risk and that's why we have policies in place that are very clearly understood and must be strictly followed."As a responsible employer, we never want to be in a position where we are notifying families of a tragedy because someone tried to stop a theft. Nothing we sell is worth risking lives for.

Julian Pavey ● 7d

I didn’t notice much difference but don’t like the new aisle for wine - it’s en route to the checkouts resulting in too much footfall to get a leisurely look at what’s on the shelf. Preferred it at the back. Agree about the aisles though, so much better than in m&s which really does feel cramped despite the larger space. Also when i went to both a couple of weeks ago Waitrose was cheaper at least on the items I wanted, mostly chicken and fish.

David Turner ● 7d

But Waitrose has Jean Michel… M&S doesn’t!

Emma Elizabeth ● 8d

Been meaning to add to this thread for a while. I have to say, I might be in the minority, but I actually quite like the refurb. We knew the store wasn't going to be any bigger, and therefore it would be unlikely to suddenly have a much wider selection of produce. What it does have, though, is lovely wide and airy aisles, making it easier to walk around and feel less cramped or crowded. On the other hand, the new M&S, though much bigger, seems to have very narrow aisles, meaning it can often feel more congested and difficult to move around than it did before.

Mark Edwards ● 12d

While the refurb is a bit underwhelming, the store always did have plenty of staff around to help out, not just the friendly French chap.

Francis Rowe ● 12d

The Sushi counter space is rented to an independant company by Waitrose.  Great refurb and nice to have actual staff on the shop floor to assist.

Andrew McClure ● 18d

Just to follow up on my earlier post, I visited again and found the Meal Deal section. It's now on the opposite side of the isle to where it was before. Maybe has slightly less shelf space but the selection is pretty much the same. It remains amazing value.

Anita Blake ● 20d

"sushi counter bigger" The sushi bar is bigger because the data obviously tells them it's a big seller. I would imagine it sells well during weekday lunchtimes

Julian Pavey ● 22d

The Iceland discount scheme is on Tuesdays.You have to have your Iceland loyalty card tyo get it afaik.

Keith Iddon ● 22d

Store as you'd expect has been slightly modernised but imho no show stoppers unlike Wandsworth and many customers still use just for the quality of the chicken and fish like M @ S. However they need to be generous with their card discount especially if a person has made the effort to personally shop eg increase the Purpl discount to others.They should always  give a discount on at least one item shopped.Sainsbury's Nectar always gives a discount to one or more items.Iceland give a 10 discount on Thursdays for the over 60's.For store refurbs It should never just be about H @ S compliance.

Tony Antares ● 22d

I totally agree. I know that there is a considerable Japanese presence locally because of the Japanese School in Acton  but surely Sushi is small part takeaway food. I really miss the fish counter especially as the fish section in most supermarkets locally seems to consist of farmed fish or cod and haddock.

Susan Jennifer Thackray ● 22d

It’s obviously a small store but selection of products is nowhere near as good as other Waitrose in the area. Disappointed with the refurb, looks like a local/express store now

Susan Dylan ● 22d

Sorry I forgot to mention that I did think the bakery section had improved. I think I read that that was being expanded and it does show in the selection. However, unlike M&S, they have kept it right at the back. Agree about the sushi counter - always think the person manning it looks lonely. When it was a meat counter you could get great offers with the Waitrose card.

Anita Blake ● 24d

I'm astonished they've made the sushi counter bigger. The substitution of the meat and fish counters by sushi was a huge source of regret for me. I'm surprised it was a commercial success, because I rarely see customers taking sushi, and the items on display are often marked down.

Robert Fish ● 24d

I agree. I was underwhelmed as well. I didn't spend much time, I noticed the frozen section is smaller and the sushi counter bigger .  Yes, the produce seems to take a lot of space . It's a pity they couldn't make the store bigger by taking adjacent retail units

Isabel Martin ● 24d