Ocado are , IMHO, the very best online food etc supermarket

DoaM

The bank is 100% incorrect ... they must act on their customer's instruction to cancel a Continuous Payment Authority. This changed many years ago (10?), but front line CS people are still being given the wrong training so get her to ask for a supervisor when she calls back.

MSE Article
FCA Page
Barclays Page
StepChange Page

eddddy

Sounds like there's been some confusion. Ocado don't appear to use Continuous Payment Authorities.

Instead, they store your credit card details, and when you checkout, you use those details to make a single transaction for an order.

So the bank is correct in saying that they cannot put a block on future individual transactions with Ocado. 

If you want to cancel an order and can't access the website, I believe Ocado are suggesting that you send an email to ocado@ocado.com with "CANCELLATION" in the subject line. (I guess they search their emails for that word in the subject line, and process those first.)

Romano10

I've been shopping with Ocado for about ten years. I have repeatedly been able to successfully edit my order on their website in the past week, and had no issue accessing the site. There was an online queue granted, but that should be obvious in the current situation, and a queue of on average 33000 went down to zero in less than twenty minutes.
  
I have also emailed them twice in the past week regarding an order, and about being added to the 'Vulnerable' list, and have received a reply within 24 hours. I also received my order last Wednesday, with only 2 items missing from the entire order.
With regard to another comment, re them not offering delivery in Scotland 'despite there being a Waitrose 3 miles away'.  Ocado are NOT Waitrose, they simply have a partnership with Waitrose to deliver some of their products, so the fact that there is a Waitrose close by to where you happen to live is of no relevance to whether OCADO will be able to deliver to you.  Whether Ocado will deliver to you, depends on where the Ocado warehouse is located in proximity to your property.  Ocado in fact offer their own massive range of own brand products, a vast range of branded products, much like you would see at other large supermarkets such as Tesco etc (such as Andrex, Persil etc) AND a range of Waitrose products.  From September they are switching their partnership with Waitrose to Marks and Spencer, so again, whether they deliver to you, will still depend on how close you are to the Ocado Warehouse, not on how close you are to a Marks and Spencer store.  

The only way you would have ended up with an order based on previous purchases, is by clicking on the setting for a 'Regular Weekly Order' and setting this to be a 'Regular Weekly Shop' which then prepares you a regular weekly shopping list based on items you have bought previously, in order to save you time.  You CAN edit this, and it does not do this unless you actually select this.  As I say, I have been shopping with Ocado for about ten years, and I have NEVER had this happen, because I have NOT selected it, even though it gives me the option to, either via an entire shopping list, or via separate items, should I wish to.  If you have a Regular Weekly Order set up, which is an OPTION, based on this regular weekly shopping list, which you have selected, then obviously your card IS going to be charged for that order, but only if you check the order out, because they do not deliver shopping for free.  So you need to UNSELECT the Regular Weekly Order that is set up in your account, because that is what would cause the regular charges to your card.

But just to be clear, you DO actually have to check out that order.  They don't just impose it upon you, and you CAN remove any items you do not want, at any time.  The point is for it to be convenient, and for it to save people time: https://help.ocado.com/hc/en-us/articles/360018229151-Do-I-have-to-buy-the-Regulars-that-are-added-to-my-trolley-

I'm going to hazard a guess that the 'Trustpilot reviews' are from people that rushed to open an account with Ocado in the past couple of weeks, and simply do not understand how the site works.  The Regular Shopping List feature has been on the site for years, and has been successfully used for many years by people who place weekly orders for items they regularly buy, as a time saving device.  Presumably people have just clicked through this, in their rush to order items, without actually understanding what they were clicking, hence the confusion. There are NO 'serious underlying problems' at Ocado, this is exactly how the site is meant to work.  Personally I think they've dealt incredibly well, particularly with the ridiculous amounts of people attempting to panic buy, and empty their warehouses, to the detriment of their regular customers.

Your bank CANNOT cancel your shopping order for you, because they cannot cancel future payments that have not happened yet.   You need to go into your account and CANCEL your Regular Weekly Order setting. If you cannot access the website, which at this point suggests you are not a regular pre-existing customer, because the website is currently restricted to regular pre-existing customers ONLY, I suggest you email them and ask them to delete the Regular Weekly Order setting that has been set up in your account, and to CANCEL this week's order, assuming you have checked out already.  This will also stop future orders being automaticaly generated, but again, you would need to check these out in order to actually be charged for them, in any case.

custardy

coachman12 said:

custardy said:

I would say they cant even be compared to the other suppliers. They are tiny.They didnt deliver to me in Edinburgh when they used Waitrose. (Im 3 miles from my nearest Waitrose)
Apparently they now dont deliver anywhere in Scotland.
________________________________________________________
I'm afraid you don't understand very much about Ocado or even online food shopping.
Online shopping is a small proportion of the grocery market in the UK at present. Ocado is an award-winning ( and operates only online ) which is forward-looking to a future when online shopping will be a much larger proportion of the market. And they are doing very well indeed ( just look at their share price more than doubling between 2018 and today). They never "used" Waitrose as you claim-----they had an agreement to sell some Waitrose products as well as many others-----and Waitrose remained a competitor in the online marketing and delivery of food. Now Ocado has a 50-50 mutual agreement with M&S Food, and of course M&S are not a competitor in the delivery sector.
And Ocado has NEVER  operated in Scotland-----it operates in England only, claiming nevertheless to be able to deliver to 75% of all households in BRITAIN  (remember that only 8% of British households are in Scotland ). Ocado is still expanding and may cover Scotland at some stage, perhaps when Scotland catches up with the modern trend towards an increasing demand for online food shopping and delivery. 
As mentioned among all the unanimously  favourable postings on this thread, Ocado are the FUTURE, as well as -----where they currently operate------the best online food delivery company. The quality of their foodstuffs is the finest anyone can find online ( as their awards declare every year)-----and the addition of the longstanding and outstanding M&S Food will only enhance that.

Uggg. Dont understand da online shopping . Live in backward country. Gotcha

coachman12

I wouldn't say that at all custardy  -----nicht the noo onyway  

Steve_L

A lot of people aren't going to be happy with their decision not to deliver bottled water to save weight on the vans. Honestly, do they expect one to drink the same water one's housekeeper uses to do the washing up?

coachman12

Steve_L said:

A lot of people aren't going to be happy with their decision not to deliver bottled water to save weight on the vans. Honestly, do they expect one to drink the same water one's housekeeper uses to do the washing up?

An inconvenient but very sensible decision by Ocado to free up as much space as possible by not carrying the good old Evian. We'll have to slum it with the housekeeper 

coachman12

Steve_L said:

A lot of people aren't going to be happy with their decision not to deliver bottled water to save weight on the vans. Honestly, do they expect one to drink the same water one's housekeeper uses to do the washing up?

One's housekeeper has just told one that a slot has magically appeared for a delivery by Sainsburys, in  case you can nip in and get a Sainsbroslot. Who said one cannot find right the staff anymore ?
Of course, one cannot thank the domestic staff with a bunch of flowers from Ocado, as flowers are forbidden by Ocado in the same way as water.     

NeilCr

I guess we all have our own views. 

I have shopped online (and in store) with Waitrose for a number of years now. I have had nothing but extremely good service which compares very favourably with that experienced by my best mate with Ocado.

rhialwencomp

Wow, the PR people really have nothing better to do during lockdown huh.