I have been using my card for online Waitrose grocery delivery regularly for the past 2 years and have used the account for many years in both Waitrose stores and John Lewis for many years (10/15 years). This week, for no apparent reason, when trying to pay online for my groceries, I have had a notice on the screen telling me that my account cannot be authenticated. I phoned the number as suggested and had one of the most frustrating experiences I can remember. A pleasant lady, who had obviously received lots of "customer care" training kept assuring me that she had no doubt that I was a genuine customer but was very sorry but she couldn't connect me on the system. "Computer says no" in other word!!. She tried a series of security questions with "ah, bless you" interjected between what she explained were progressively easier questions. I do understand the need for security BUT please make it clear the information you need to have ready when phoning and train your call handlers that being apparently "kind" can result in a perception of condescension. Quite frankly, I ended up feeling stupid abd incompetent. I am neither and still have no proper explanation as to why my account cannot be authenticated. I now have to wait, goodness knows for how long, for Accounts to phone me. Not good enough and very poor customer service!
Reviewed on: 18th March 2022
