Ocado won't refund missing item

marcwhite

Ordered a fairly big shop from Ocado recently, around 100 quid including a bottle of gin. Shortly after taking delivery I noticed the gin was missing, although the 3 bottles of wine I ordered were there (with a gap in the holder where I presume my gin once lived).

I put in a missing item request on the site, and Ocado have just come back about a week later saying they have a photo of the gin leaving the warehouse and they've interviewed the driver and he says he remembers delivering it, thus no refund.

I don't think I'll be using them again, and I don't particularly want any extra compensation, but I'd quite like my gin or a refund for it. It's only 20 quid but it's the principal that bothers me. Any ideas?

Unknown

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BadBehaviour

I had a shopping delivered from Ocado last year. I thought an item was missing when I couldn't find it later that day in the fridge and asked for a refund. It was granted without problems.

I then found it. It was hidden by something else in the fridge and I didn't remember having seen it while sorting out the delivery. I told them but they didn't take the money back.

I also claimed 2 more times before that. Once I had a pack of low carb tortillas missing and they refunded me saying driver stole them (lol that's weird). Second time was a jar of asparagus that had the lid that could be pushed down so I didn't want it. Refund request accepted.

Never had issues with refunds from Ocado.

I reckon someone nicked your gin and someone is lying on their end.
I'm sure you know who that might be.

izzitme

I deliver for one of the other supermarkets & would say that it is very rare that I can remember a particular item being delivered to a customer.
The driver must have some special powers to recall seeing it in your delivery.