Delivery charges for Ocado higher on one account after smart pass trial

SouthCoaster

Hello

I am a bit miffed that Ocado seem to have hiked up my delivery charges after having had a smart pass trial. I wanted to find out if this is something other people have found.

My smart pass trial ended and I decided not to buy one as I have my shopping mid-week and used to be able to get 99p or free slots. However after my trial ended I found that slots were £2.99 or more. Fair enough I thought, the price has gone up generally.

My husband had opened up a separate account in order to do some online shopping for his parents. Keeping the accounts separate meant that our favourites didn't get mixed and the orders were always going to be to different addresses.

However, when I was away I asked him to put in an order and he forgot my password, so added our address to his account and did an order from that one. He commented that delivery was free.

I've since done a comparison. Using two internet browsers I logged into his account on one and mind on another and at the same time went to reserve a delivery slot. I chose the same time, on the same day to the same address.

The delivery costs on my account were 100% more expensive. This was not a one off, I've done numerous comparisons on different days and it is always a lot more money on my account.

I could just stop using my account and use his but mine has all my favourites and there was a reason we set up the separate accounts in the first place.

I've contacted Ocado and sent them a screenshot but just got a copy and paste response suggesting I buy a Smart Pass.

I cynically feel that having had a trial they are either trying to recoup the costs by charging me more for delivery now, or are pushing me into buying a Smart Pass.

I feel quite strongly that when you book a delivery to the same address, for the same time slot, on the same day that there shouldn't be a price difference between two accounts (booking at the same time, I understand it may fluctuate due to supply and demand). I think this is a bit underhand and their lack of response is not what I expect from them.

Has anybody else had issues with delivery charges?

Kirri

I got a free slot after a smart pass trial ended - delivery charges for me seem the same as they were before, cheapest for £40 spend being £2.99 or free with £70 spend in certain slots, rising to £6.99 ish on popular times.

Though a relative with a new account has much cheaper slots than me, we are in different areas of London. So I was thinking they were giving cheaper slots to new users?

A friend pays more than me even, we live 1 zone apart, so who knows, it's all quite annoying.

SouthCoaster

Hmm yes my husbands account is only a few months old so that would make sense.

I feel that it is wrong that they are hitting longer term customers like this though if that is true.

Kirri

SouthCoaster wrote: »

Hmm yes my husbands account is only a few months old so that would make sense.

I feel that it is wrong that they are hitting longer term customers like this though if that is true.

I was thinking it was due to wanting to reel new customers in, get them 'addicted' to ordering then slowly put the delivery costs up..

I had used the same browser, logging into one account after the other - though wasn't sure at the time if it was due to being in different London zones. But as you've checked the same address it makes me even more cynical of their ploys..

Also I've noticed that if I spend ages doing an order the delivery slots disappear bit by bit, as if to appear that they are being booked - which they are not as if I go away and log back in later they are all back in place... the slots also go up in price just before they disappear off the system before the next day. I've got an issue deleting cookies from my pc so I really suffer trying to get the best deal/slot with these tactics :mad: