Well, it seems that I received the standard customer services reply from Waitrose, and that no-one bothered to read my email properly.  Here’s what I got:

Dear Ms Stokes, 

Thank you for your E-mail

I was most concerned to learn of your experience when shopping at our Goldsworth Park branch, and I hope you will accept my sincere apologies.

We pride ourselves at Waitrose on the emphasis we put on Customer Service and quite simply in your case we have let ourselves down. I have taken this opportunity to discuss your concerns with the Branch Duty Manager who would like to extend his apologies.

However he has stated that it is the company policy in order to use the quick check you would have to have a partnership or account card . Payment for goods does need to be made using this card so only needed in order to release the handset .

Please accept my apologies for any inconvience or dissappointment caused .

Thank you again for taking the time and trouble to bring this matter to my attention. I can assure you that your experience does not reflect the high standards we aim to achieve and hope you will continue to shop with us at Waitrose in Goldsworth Park.

Regards,

Lorraine Laye

Waitrose Customer Service.