Waitrosedirect

I had never before bought anything from Waitrose. So for a family members Christmas I thought I'd buy them something a little luxurious and them a case of wine from Waitrose. A very respectable, luxury brand! I ordered and paid through PayPal. I did not receive a conformation email from Waitrose so I logged onto PayPal and saw that the order had gone through and been paid. So 3/4 days later I called Waitrose just to confirm that my order had gone through, which on their end, it hadn't but I had paid for a case of wine, which wasn't cheap, eventually after being passed from one person to another, they said that I would be reimbursed. A week later I had not been reimbursed, so I took more time to call Waitrose, yet again I was passed from one person to another who then told me I could not be reimbursed until I took a screen shot of my PayPal transaction. Now I was not told to do this the week before as they said they could see it had not gone through on their part. I was eventually reimbursed but I was very very dissapointed in Waitrose and will not be ordering from them again!