November 2023 by Paul
I visit Malmesbury Waitrose at least 4 times a week, for sheer convenience as it is so close to my house. There are so many issues with the running of the store I could write a book of the ongoing experiences.The day to day frustrations are1)Lack of open tills. Lucky to have two open even at Friday lunchtimes. There is always a queue, the checkout manager is always surly, she is never proactive, noticing that there are lots of people entering the store, a competent manager would predict the tills would then become busy. Dare to try and use the kiosk checkout and the amount of fuss caused if you have a trolley. There are no signs limiting the amount of items but they will huff and puff, even though there are queues of people at the normal checkouts.2)Unattended cages and loading trolleys. There is never a day when there are not tens of them left scattered around the store, totally unattended. Often completely empty. A serious hazard to customers. If a staff member is loading the shelves and you hover politely around waiting to get them, you will be ignored and then giving a dirty look for daring to want an item from that area.3)General cleanliness, the store is tired and dirty, even though it is relatively new.4)Undercooked bread. The in-house warming up bakery(nothing produced on site of course) continually undercook the expensive bread products. As though they are working on a timer and not using common sense or their eyes to see something is not ready.5) Lack of managers presence. I very rarely see a manager on the shop floor, either there is not one on site all day and they use a regional one or they are hidden away. The leadership and training of the staff is seriously lacking. There are a few staff who are friendly but the majority really do not look like they enjoy working there. Especially the checkout supervisor lady, a legend in the local community for her lack of charm and rudeness.6)Uncared for grounds/carpark. There is rubbish everywhere along the boundary. Weeds growing up everything. All the bushes and trees overgrown. Looks like they haven't had anyone look after the grounds for years.7)Not strictly their fault but you really take your life in your hands when trying to pull out from the supermarket onto the main road. Cars drive at you from the Malmesbury roundabout at a rate of knots and I am surprised there are not more car crashes and accidents. Why there are not lights or a clear 20mph zone on the road at that point is shocking.I could go on with the awful experiences and incidents. I would love a mystery shopper to visit regularly and confirm my views. At times I would of loved to have recorded the things I have seen.If only I had the time to drive to somewhere more competently run. It has made me use the High St a lot more than I would of, which i suppose, is a bonus to thank them for!
November 2023 by Derek Stanford
Been shopping here for years, we enjoyed a weekly trip from Chippenham, having breakfast and a leisurely shop. However we have had some bad experiences and have also experienced bad humoured staff. One occasion we had problems getting our shopping into car because a long van had parked up to our boot. We place the bags on ground and squeezed into gap to put into boot. However one bag must have fallen under and we left without it. We rang store and it had luckily been handed in. The member of staff said it had been left in trolley and we said no ?on the ground?.she then proceeded to argue this point. We often encounter problems with self checkout, the last visit the scanner wouldn?t link to till. We waited, no one was around. We tried it at another machine, no luck. When the very surly (same staff member as previous) came she was very unpleasant and in front of customers accused us of causing the next person to use machine of having paid our near £100 pound bill. This mortified us at the thought of it. Eventually we had to go to a manned till and said lady came back to say that fortunately this had not been the case.We have not been back since and we spend approx £7000 a year in there.
October 2023 by Sara Wharton
Thank you so much to the delivery driver who went above and beyond to get my daughters birthday cake to her at the Dyson village. I really appreciate your help x
October 2023 by Greg Law
This place is the only shop I've experienced that consistently challenges ID for RIDICULOUS things. I'm 36 years old with a full set beard - Challenged for a scratch card. Challenged for a red bull. Challenged for a red bull because my 21 year old friend was with me. I can understand for alcohol, but for a scratch card or a red bull, when I'm clearly old enough to have children old enough to buy a friggin red bull... I'm all for being reasonable with ID challenges, but this consistently feels like an overbearing power trip by certain members of staff, rather than an actual reasonable assessment of my age. Very disappointing
September 2023 by Turner Susan
Always a pleasure to wander around and look for new ideas or offers, especially like the free paper crossword.
September 2023 by Lottie
I have been shopping here weekly for years, sometimes visiting 2 or 3 times a week. Usually spending a minimum of £400 a month.After my terrible experience yesterday however I will NOT be returning and I will be going back to Ocado from now on!.We occasionally use the self scanners if we are in a hurry, yesterday was such an occasion and we needed to nip in and out asap however it was quite busy so we opted to use a self scanner. My teenage son does the scanning whilst I do the searching, everything scanned or so we thought as everything beeped! However when we reached the checkout we were told to go to the till which frustrated me as we were rushing due to having a doctors apt, I asked why this was happening as was the second time it had happened to me and a very rude, self righteous brunette haired lady with a headset on said to me ?if there?s been discrepancies in the past then you?ll be made to do this?Now this REALLY upset me for 2 reasons1. This happened to me in the Malmesbury store once before, used the self scanner got to the till, computer says no.. directed to manned till, they made me take EVERY SINGLE ITEM out of my bag to be re scanned, and found that I had INDEED scanned every single product! It was a huge weekly shop and this made me late for work. They were quite embarrassed and gave me a £10 gift voucher to take home with me.THERE HAS BEEN ZERO ?DISCREPANCIES? IN THE PAST!!!!!!and this horrid woman was insinuating that I had previously stolen from the store!I?ve no doubt she was judging me based on appearance (young mum with child)2. The store was busy, she seemed to take pleasure in humiliating meI had about £45?s worth of organic produce, 2 cartons of milk had not scanned for some reason however both myself and my son were absolutely 100% certain we had scanned them, we both heard the beep!The condescending, obnoxious woman then said ?well next time maybe you should do it? both implying that my teenage son is incapable and that we were lying.This woman stomped off and after she stomped off the two ladies at the till said to me that the scanners often miss products and beep but don?t actually add the item and all it takes is for the wifi to drop a bit for that to happen.So WHY Waitrose did your unfriendly, judgemental female staff member treat me like a criminal?!I might add that I have spent £120 in your store this week and I was treated like a criminal by this woman simply because the two cartons of milk hadn?t scanned properly?Totally put off, will not be returning.Whole thing was rather upsetting.
August 2023 by Stuart
Terrible experience! Nothing on the shelves, so went to Sainsburys.
July 2023 by Mihaela Nemes
Great offers, incredible saucisson range, fast service. I would make my way again through Malmesbury for this Waitrose
March 2023 by Murray Cluley
I love Waitrose and this big one in Malmesbury has even more to love. It's just a shame that I couldn't afford to shop here more often.
March 2023 by Wendy Payne
One of the places I knew would have gluten free pastry thank you Waitrose ?
March 2023 by Ian Jones
Great shopping experience as normal, not too busy and free coffeeStaff friendly as always.
February 2023 by Karen Sheen
Lovely lovely staff I had an accident outside the store , the staff were lovely bought me a cup of coffee and we so helpful, thank you Waitrose !
January 2023 by Stephen Stiles
A nice shop, most things you need are there. Apart from white Disarano, but it is just after Christmas. Flowers, free coffee if you take your own cup. Pleasant staff and plenty of parking. Although most people want to park 6inches from the door. ????
January 2023 by Mike Greer
As always, excellent store, pleasant staff, good parking.
December 2022 by Sue Leyfield
There was a mouldy Cauliflower on the shelf, the carrots were split, broken or mouldy, the spinach was wet in the bag, the veg were all over priced. Whatever has happened to Waitrose standards. I will not be shopping there again and will not recommend this malmesbury store to anyone. Aldi veg were fresh and reasonably priced !!
