Ocado - returning wrong item

Charliezoo · 11 May 2013 at 12:40PM

Hi all,

I ordered 3 medium sized cloth nappies from Ocado and received 2 medium and one large, their mistake.

CS initially said I have to wait in for the item to be collected and refused to refund me until this has been done. I am in the process of moving house so cannot commit to a set time at the moment and I'm not planning to order from them again. I said would be happy to post the item back at their expense but they don't have a facility for this. I spoke to a supervisor who said he would refund me now but asked me to hand the item to the driver when I do have another delivery in the future, I'm not sure when this will be and told him but he said that was fine, just try and remember next time!

Seems very trusting of them, is this how they normally deal with incorrect items?

System · 11 May 2013 at 12:41PM

Ocado tend to be very good. I'm not surprised by this response.

bebewoo · 11 May 2013 at 12:52PM

Yes they are so much nicer than the other supermarkets. Shame I can't afford to use them all of the time!

Charliezoo · 11 May 2013 at 1:00PM

Its a shame the initial CS lady wasn't so helpful - initially telling me that it was my own error but then admitting it was theirs but still refusing the refund until the item had been returned. Luckily the supervisor was more helpful. I've got no idea when my next order will be so I don't know when they'll get it back.