Online grocery shopping process

2013yearofthehouse

Had my first ever online grocery shopping delivery today and have a few queries. I used Ocado as they sell something I can't get anywhere else (used to buy instore at Waitrose, but even they haven't had it the last couple of weeks).

Anyway, a few things were wrong so i'm using the refund form (assuming I can only get a refund and there's no way to still get the items? re-ordering wouldn't meet the minimum spend for delivery), but I'm not sure what to put as the reason. Two items were missing so that's easy as there's an option for it, but I also bought some shampoo and they gave me conditioner by mistake - it isn't listed on the paperwork as a subsitution, so I'm not sure if I put it down as an unacceptable subsitution or a missing item? Also, 2 out of 3 items were missing in a "3 for 2" so how much should I get refunded? Do I now have to pay full price for the 1 item received?

Feel a bit silly for not meticulously checking the bags, but wasn't sure how much of a hurry the driver was in or whether you are/aren't expected to? Not much he could have done about the wrong items, but I suppose there was a chance the missing ones were still in the van!

Edwardia

I use Ocado and they've damaged one item in ten months, but I just called and spoke to a human, by far the easiest way to do it.

~Chameleon~

Ocado are one of the worst for packaging ever. They place heavy tinned items on top of fruit & veg or tubs of cream/yoghurt. Every single week I ended up with mush in at least one carrier bag. Needless to say I no longer use them. Waitrose are far more superior.

2013yearofthehouse

Nothing of mine was damaged fortunately, although I didn't buy anything squashable. Nothing leaking though so that's good. I wouldn't say 4 items missing and 2 items wrong, out of 40 items was that good then. Having not done this before, I'm wasn't really sure if that was good/bad/to be expected. I've stuck to email for now, as will cost me to call an 0845 number. Looks like I'll have to pay full price for my 1 item received from the 3 for 2 offer which is annoying.