Ocado, grrr

M00minMama

Love the food,the website, my delivery pass and drivers but rant alert:mad: HATE when they cancel orders at the last minute and do their best not to tell you about it.

Tonight's delivery for DS cancelled again. Ocado are really dropping the customer service ball with their processes here. How did I find out they weren't delivering tonight? By a message hidden away in my online account. Ocado dont feel it necessary to text, email or phone a customer to say we're sorry we've mucked you around, when can we redeliver?

Instead you have to hunt round your account to see if there is a reason you have waited for nothing, only to be told you have to do all work to reorder and rearrange delivery yourself!

So yet again DS has no breakfast thanks to Ocado.

Feel a bit better for getting that off my chest;)

gregg1

M00minMama wrote: »

Love the food,the website, my delivery pass and drivers but rant alert:mad: HATE when they cancel orders at the last minute and do their best not to tell you about it.

Tonight's delivery for DS cancelled again. Ocado are really dropping the customer service ball with their processes here. How did I find out they weren't delivering tonight? By a message hidden away in my online account. Ocado dont feel it necessary to text, email or phone a customer to say we're sorry we've mucked you around, when can we redeliver?

Instead you have to hunt round your account to see if there is a reason you have waited for nothing, only to be told you have to do all work to reorder and rearrange delivery yourself!

So yet again DS has no breakfast thanks to Ocado.

Feel a bit better for getting that off my chest;)

We have used Ocado for years and I have noticed lately that their service is not quite as good as it used to be.

aileth

Wow I'm surprised by this, they have never ever cancelled on me, and in fact last time they had to do 3-4 substitutions and I got a phone answerphone message where the guy apologised profusely and read off the whole list of substitutions. If anything for me it feels better!

Really bad that they haven't rung you though, I'd be bloody mega miffed!

pulliptears

M00minMama wrote: »

Love the food,the website, my delivery pass and drivers but rant alert:mad: HATE when they cancel orders at the last minute and do their best not to tell you about it.

Tonight's delivery for DS cancelled again. Ocado are really dropping the customer service ball with their processes here. How did I find out they weren't delivering tonight? By a message hidden away in my online account. Ocado dont feel it necessary to text, email or phone a customer to say we're sorry we've mucked you around, when can we redeliver?

Instead you have to hunt round your account to see if there is a reason you have waited for nothing, only to be told you have to do all work to reorder and rearrange delivery yourself!

So yet again DS has no breakfast thanks to Ocado.

Feel a bit better for getting that off my chest;)

I've used them weekly for over a year and never had an issue.

That message 'hidden away on your account' is probably the most important bit of info about your shopping. It's not hidden its quite easy to find and its something you should check on the day of delivery because it tells you what subs you have if any, what items are missing, your total bill and if your order is running late.

Ocado do text, email and call to tell you what is happening. My order is delivered at 8.30pm on a Friday. Around 4pm every friday afternoon I receive a text with the drivers name, the van he is in, the van registration, whether anything is missing or subbed and most importantly, if he's running late. I suggest if you are not getting these messages you check the phone number on your account.

Ocado actually called me on Friday to tell me they had to make a sub and was that ok. You don't get service like that from other supermarkets.

As for doing all the work and reordering again, your basket will be full of a sample shop anyway taken from all of your most added products. Yes, you will have to add bits and take bits away but you wont have to order from scratch.

It's also not ocado's fault that your son has no breakfast. That is your fault for not keeping a loaf in the freezer or nipping to the shop to buy a box of cornflakes. I really can't believe people who try and blame supermarkets for their child being hungry. If Ocado didn't turn up with my shopping this week I could still feed everyone quite easily.

M00minMama

Sorry, I wasn't clear in my original post.

Delivery was to a student at their digs. He's having a hard time at the moment and this was supposed to give him a bit of a lift ( and reassure me he's eating OK!)

Ocado have admitted to me today that they did not send any of the usual communications about this cancellation ie sms, email or phone call and were unclear why this happened. However as I posted originally this was not the first time this has happened without communication.

Managed to rearrange his delivery for tomorrow, so two days late. It also means I can't book a delivery for myself until Saturday because this was a delivery pass order.

AlSelley

Ocado have been having some serious problems in there warehouse and this has lead to delayed and cancelled orders.

IHMO this is a company that has been set up by a bunch of ex City traders ( Goldman Sachs traders in fact ) and they have only one thing in mind, and that is the exit after selling the company to a rival or new market entrant.

Apart from that their food is good quality although recently I have found that they are on the same price level as Waitrose.

Equaliser123

AlSelley wrote: »

IHMO this is a company that has been set up by a bunch of ex City traders ( Goldman Sachs traders in fact ) and they have only one thing in mind, and that is the exit after selling the company to a rival or new market entrant.

.

They floated the company in 2010 through an IPO...