Ocado - they don't deserve our custom

Jooli_3

I loved Ocado - their products, their delivery drivers, their prices (that were not too much more expensive than the others), their customer service. Note, however, that "loved" is in the past tense.

Soon after I became a customer I took out a delivery pass costing £6.99 per month to reduce the outlay on delivery charges (which are usually reasonable as it goes). That way I could get a regular delivery of my usual essentials every week because their minimum order is only £40 - not a lot these days, sadly.

That was my mistake! Firstly, in spite of their protests to the contrary, I appeared to have fewer delivery options when I went to the delivery pass but they were still OK for what I wanted. The main problem was their customer service.

I got regular delivery of semi skimmed milk as one of my essentials and found on more than one occasion that it had gone off before it was opened! I complained once and their customer service team immediately refunded my money and apologised. The same thing then happened a week later but this time when I complained, I received a phone call from a customer service supervisor who asked me if I was having problems with other items going off, because it might be my fridge. I'm not daft! If I had problems with other consumables going off, do they honestly think I would have complained about their milk?

In my 2nd complaint I told them to cancel the delivery pass because if I have to go elsewhere for my essentials then I won't benefit from their free delivery by using them regularly but I will use them for other items on a less regular basis. The customer service supervisor told me that I could not cancel it because I had agreed to a 12 month contract and so there was no way of cancelling it. Not even if it was because their product was bad! What kind of service is that?

So instead of keeping a bit miffed customer who would still shop with them, they have lost a customer altogether and for £6.99 per month. I refuse to shop with them again and will make sure that I also tell the friends I have introduced to them. In fact, as you can see from this review, I'm so disgusted with them :mad:, that I'm going to tell as many people as I can - starting here!

I must confess that I did not read the small print for the delivery pass and was not aware that it was a 12 month contract but that's my fault - don't let it be yours.

They can have my £6.99 per month, but it will cost them far more than that in the end. No wonder they're having problems. They don't deserve our business.

parsonswife8

You don't, by any chance, work for a rival?

Edited to add...just asking?

I have not had one problem with Ocado, despite numerous deliveries.

Jooli_3

I work for myself and nothing to do with retail at all. I have never had any problems with Ocado until the milk fiasco and it's not the milk I've got a problem with - it's their attitude to me. They treated me like an idiot calling me to ask if I was having problems with other food going off.

Their refusal then to cancel the contract was the last straw.

parsonswife8

Jooli wrote: »

I work for myself and nothing to do with retail at all. I have never had any problems with Ocado until the milk fiasco and it's not the milk I've got a problem with - it's their attitude to me. They treated me like an idiot calling me to ask if I was having problems with other food going off.

Their refusal then to cancel the contract was the last straw.

Fair enough then.

mushy_pea

Ocado sent you off milk, then apologized & refunded you.

They won't let you out of the 12 month contract you agreed to, because, well it's a 12 month contract.

You want to cancel this because they sent you offmilk & asked if your fridge was ok?

Have I got it right?? Surely I am missing something here.

recovering_spendaholic

I have a delivery pass from Ocado but I only pay £3.99 a month. I generally find that they can be quite expensive but I do like their fresh meat and find that sometimes they have offers which are actually cheaper than the other supermarkets. I have always found them to be super helpful however if you don't want to pay the delivery charge anymore could you just not tell the bank not to honour the card payment? I hardly think they would chase you for the payment.

abwsco

I've been shopping with Ocado for a few years now and have never had any problems.

Are you 100% sure that you don't have a problem with your fridge? We only found out we had problems with ours years ago when fresh meat stored in there was going off. All other stuff was ok.

SillyTurkey

I was planning to book my third delivery with Ocado in a couple of days time having been very impressed with my first two orders. I noticed that the minimum cost of a delivery on these days in £3.99 which is disappointing as my first two deliveries were under £1.00. So I set up a dummy new customer for the same postcode and found that deliveries for the same time slots on the same days were free or £0.49. They appear to be overcharging their repeat customers and at those prices I will not be using them again.

richardw

You seem to have just got annoyed with them about the milk.
It appears you just got some milk that wasn't that fresh, any supermarket can do that.

emmamed

SillyTurkey wrote: »

I was planning to book my third delivery with Ocado in a couple of days time having been very impressed with my first two orders. I noticed that the minimum cost of a delivery on these days in £3.99 which is disappointing as my first two deliveries were under £1.00. So I set up a dummy new customer for the same postcode and found that deliveries for the same time slots on the same days were free or £0.49. They appear to be overcharging their repeat customers and at those prices I will not be using them again.

i was then coming to say my 1st order was free and there was also 49p and 99p delivery slots. not good if they they charge more for repeating customers.

wileycat

I've had very few issues with Ocado, the delivery process and comms is very good tbh.

Only thing I've moved away from is Ocado own brand fruit and veg, and now back on Waitrose which lasts a decent amount of time once its here.