MSE News: Waitrose to scrap "confusing" offer

The one thing that does show is the inconsistency in customer experience we all have across different branches of the same supermarket. Each one has different parking terms and/or charges and a different quality of customer service.

I never found the Pick Your Own Offers confusing and will miss them a lot - but - nothing will make me turn to any other supermarkets again. We have two branches of Waitrose where I live and both are fantastic for selection, staff, size and atmosphere. I might save more money going to Lidl or Aldi but there are certain things by Waitrose I would miss too much. I have a chronic illness and rely a lot on ready meals and theirs are very good - especially as Tesco have reduced their Finest range so much lately and I don't have an M&S that near.

At Waitrose I can shop in a comfortable environment, in a store that is not too big (unlike my Sainsbury's) and sit down regularly when tired with a free coffee. I can get almost everything I need under one roof - unlike so many other places where their meat isn't ethical.

I am going to be a rare person standing up for them today. Price isn't everything in choosing a supermarket.

Now wait and see when they will scrap their free coffee offer - this is long overdue. I feel there will be £10 minimum spend in place soon, the same as for their newspaper.

I get this kind of vouchers from Tesco every few months, because I don't shop there except buying Momentum petrol.

I don't mind if coffee is scrapped, I don't think I had it more than a couple of times, as Waitrose is 5 minutes walk from home.

The Pick Your Own scheme has been the top reason I shop at Waitrose in preference to other chains, and for me it has been a great money-saver. A scheme, as proposed, whereby instead Waitrose decides what items to make me offers for is not at all helpful. Other stores already do that, almost always selecting things I don't want to buy, and so Waitrose is losing its advantage here.

I am not at all concerned that many other customers cannot remember what items they picked and find the scheme confusing*. Why not allow customers to CHOOSE between Pick Your Own Offers and the proposed 'Waitrose will pick offers for you' scheme? That would not only preserve but improve the competitive advantage that Waitrose had established, by satisfying everyone.

If this change goes ahead, which seems almost certain, I shall go back to shopping mostly at Sainsbury's. At the moment, I have to choose between a local Waitrose in central London with no parking, and another a little further away where there is free parking only if I spend at least £50! So I usually go by bus in either case, but I have stayed with Waitrose, mainly because I like the Pick Your Own Offers scheme. I don't think a free newspaper and a coffee are enough to keep me shopping there, and I can park free for much lower spend at Sainsbury's anyway. Sorry, but goodbye, Waitrose.

AtP

* (The customer's pick-list is readily available, and can be changed, on the Pick Your Own Offers web app, which I use when in the store. It even gives pictures of the products so you make no mistakes over product weight etc. that you select.)