help! ocado have done a runner with my dosh!

DCFC79

friendbear wrote: »

Please help! I used ocado happily for months to buy all my shopping and that of my elderly rellys on my card as they dont have bank cards or internet. I pointed out errors on their app offered to help for months as they work on a credit basis, only taking monies for orders after delivery, and threatening charges and debt collectors if your card is declined. One of their errors was to take multiples of the same payment, which last Christmas my bank thought was fraud so froze my card. App users have no way of knowing if a payment has failed, only pc users, theres no call text or email. First I knew about it was cancellations with no notification of all my orders (after id spent cash to be at the property im renovating!). No apologies, and a bunch of threats started. I was accused of lying by staff and so asked for their bacs details to pay immediately. I was absolutely assured the £40 they owed me would be refunded (for goods not received/as advertised) and all my families accounts would be reactivated as the entire family at both ends of the UK have had their accounts closed! Well, within one hour of paying, all addresses were blacklisted, never to be delivered to again, they slammed the phone down 4 times in one day, refused to pay me back refused to reopen any account and all because I mentioned that to use equifax, deliver on credit, allow ppl "time" to pay, threaten charges and collectors they need a consumer credit license! I checked on the public register they dont have one, the oft states clearly they need one. Ive tried all emails but cant get an answer, my money back or deliveries, let alone an apology! in 2009 they left my late relative housebound/disabled with no food or money at Christmas after they delivered 15 hrs late, to the wrong address and left the lot in a 5 ft snowdrift! they refused to replace goods or refund her until visa got involved, totally disgraceful towards the elderly and disabled pls help!

friendbear wrote: »

and they say go easy on a newbie! my bank blocked a payment (after delivery) because of a glitch with ocados system, they thought it was fraud. OCADO did not inform me the payment failed. I only found out after a month when all my new orders were cancelled. they constantly had my card frozen trying to take 3 times what they should have. so I offered to pay via bacs. they owed me £40 from a previous order, assuring me it would be refunded when my payment went through. They slammed up a wall of silence as soon as I mentioned them not having the correct license (confirmed by the oft) they knew who my family were because I used my card to pay for their orders as they have no bank account (83 yrs old) or internet. its my first post give me a break like it says on the side! oh and fyi, it was my late relly in 2009 not me. very few companies deliver here, its too remote.

Dear oh dear

hollydays

One question. If your bank thought it was fraud, weren't you alerted when they contacted you?
As for " they slammed up a. Wall of silence" , this is because you accused them of breaking the law( which they hadn't done).

You say they accused you of lying , is this something to do with the declarations you made when you opened multiple accounts?

Poppie68

I pointed out errors on their app offered to help for months as they work on a credit basis, only taking monies for orders after delivery, and threatening charges and debt collectors if your card is declined.


Offered to help????
Of course they will 'threaten' charges and debt collectors if someone doesn't pay'..you do realise they are just informing you of their proccedure for non payment?

Money-Saving-King

Poppie68 wrote: »

I pointed out errors on their app offered to help for months

What does that mean as well? (I know it's the op's words not the above posters)

Is the op offering to help them make the app? What code it? If so why would they want some random person doing that? They could put any old sort of code in!

pelirocco

Ocado didnt take a payment for one of my orders once , I didnt find out until some weeks later when I tried to make another order , that hadnt contacted me , all I had to do was resubmit the payment before carrying on ordering

I found it very strange they didnt seem to worry that they hadnt been paid

terra_ferma

All I'd say if you really think they owe you money and they are breaking the low you should take them to small claim (start by sending them a letter before action, google the phrase and you'll get the information you need to write one).
However from what you said so far and the way you come across I'm not sure you'd win.

aileth

I stopped using Ocado because every single order had an issue that I had to contact them about. HOWEVER, when I did contact them, they were nothing but polite, courteous and sorted the problem promptly.

I would ring up their customer services and CLEARLY explain the issue (as I'm not even sure what it is) instead of what I'm assuming you're doing and ringing them up, shouting and bawling at them and quoting this Act, that Act and accusing them of hating the elderly.

Money-Saving-King

Also I do not see how simply processing the payment once the goods are delivered is credit! Does the op even know the definition of credit?

friendbear

Right. Ive read the bunch of ignorant, insulting replies here and it occurs to me either you are being deliberately obtuse, or are just out to validate your existance by criticizing someone because you cant actually find another reason for being here.
Firstly OCADO do NOT have a CCL . A consumer credit license is needed to sell goods on credit, with or without interest, or if you allow time for goods to be paid, or if you chase debts with collectors and apply charges. OCADO do all of this without a CCL . They are not listed on the public register look yourselves.
Secondly I have no computer. All I have is an old phone, criticizing the typing isnt helping anyone, neither is calling somebody a nightmare customer unless of course you work for them!
Thirdly, id have really liked to speak to customer services, really! But their legal team told customer services NOT to speak to me after I mentioned the CCL. Before that it was fine. Its not an empty threat either. Its punishable by a prison sentence and a fine.
The review centre website shows 15 pages full of people who had no idea there was a payment issue, or who have had their orders cancelled without warning. I have reported the threat of charges and collectors to the oft who unlike you lot can SEE they have no license. As it is a national paper who ran a similar story asked for mine when I emailed them. I hope it will help. As for my bank, they did block OCADO from taking any unauthorized monies and I dont owe them a penny! They owe me £40. Before you state "empty threats" in the future do your homework, I came here for help, guess you dont know enough to help anyone after all!

Lomast

OP you are getting distracted by the fact they have no CCL, as far as i can work out they dont need one as they work on the basis of pre authorisation of payment method rather than actually offering credit.

If they owe you money forget about all that and send them an LBA and then if need be you will have to take them to small claims