Online shopping delivery slots during crisis

d63

Debran said:

I have an account but no SmartPass. 

I haven't been able to get on the Ocado website since the start of lockdown, let alone look for a delivery slot.

i was in a similar position to you, could not get a order since the beginning of lockdown, until that is, i filled in the contact-us form here:
https://help.ocado.com/hc/en-us/articles/360008905297-How-do-I-sign-up-to-be-notified-when-Ocado-can-offer-me-a-delivery-slot-
they still do not actually send me an email when a slot is available, but now at least i am not automatically sent to that wretched q.ocado.com page, and instead now get to see if there are any free slots for the next 3 days. 
why the change? maybe there are just more slots generally available, but at least using that contact form i was able to let them know that although (happily) i do not fall into the extremely vulnerable category, i was still over 70 and completely reliant on home deliveries. 
anyway, worth a try perhaps, if you have already not done so.

Debran

Thanks for your suggestion, d63.  

I'm even older than you but I fall into the extremely vulnerable (shielding) category.  Unfortunately, I was not notified to shield until April whereas others had received their letters a month earlier.  I completed the Government form in order that my details would be passed to supermarkets.  When I heard nothing from Ocado I contacted them and received a long email which boiled down to they were unable to offer me priority as I was not a regular customer and they were overwhelmed with requests.

Since that time I completed the form you referred to in your post.  I've heard no more from them and still can't get on the website. 

I suppose it depends on where you live in the country.  Other Ocado delivery areas may have more capacity.

At least I can rely on Asda so I'm saving money compared with Ocado.

MysteryMe

Considering they are an online operation Ocado seem to have coped really poorly offering online slots compared to supermarkets who also offer online shopping and have managed to increase delivery capacity substantially after the initial chaos, especially for those more vulnerable
My stance would be, if your money is not good enough for Ocado now, then Ocado are not good enough for your money in future. 

Farway

MysteryMe said:

Considering they are an online operation Ocado seem to have coped really poorly offering online slots compared to supermarkets who also offer online shopping and have managed to increase delivery capacity substantially after the initial chaos, especially for those more vulnerable
My stance would be, if your money is not good enough for Ocado now, then Ocado are not good enough for your money in future. 

Ocado's problems, at least in Southern England, may well be linked to their huge & new warehouse burning down last year. It was the main distribution hub for the South

https://www.bbc.co.uk/news/uk-england-hampshire-49071456

d63

Debran said:

Thanks for your suggestion, d63.  

I'm even older than you but I fall into the extremely vulnerable (shielding) category.  Unfortunately, I was not notified to shield until April whereas others had received their letters a month earlier.  I completed the Government form in order that my details would be passed to supermarkets.  When I heard nothing from Ocado I contacted them and received a long email which boiled down to they were unable to offer me priority as I was not a regular customer and they were overwhelmed with requests.

Since that time I completed the form you referred to in your post.  I've heard no more from them and still can't get on the website. 

I suppose it depends on where you live in the country.  Other Ocado delivery areas may have more capacity.

At least I can rely on Asda so I'm saving money compared with Ocado.

speaking largely, ocado do seem to have blotted their copybook badly while trying to cope with the current crisis. whereas similar to what you have found asda have proven to be much more reliable with regard to availability of slots, and despite that i had hardly ever used them before.
 but as you say in the end i suppose it all depends where one lives, for often i've found that even when theres nothing  available in my area if i change address to that of my sister, like magic free slots will appear (and vice versa of course!). 

pumpkin89

MysteryMe said:

Considering they are an online operation Ocado seem to have coped really poorly offering online slots compared to supermarkets who also offer online shopping and have managed to increase delivery capacity substantially after the initial chaos, especially for those more vulnerable
My stance would be, if your money is not good enough for Ocado now, then Ocado are not good enough for your money in future. 

The problem for Ocado is that they only have 4 warehouses, so it's difficult for them to add capacity quickly.  Whereas Tesco, for example, has hundreds of shops so can relatively easily add a few extra deliveries to each one.
I think it's not surprising that Ocado struggled to meet demand, but I agree they made poor decisions about who to prioritise for those slots.  My "extremely vulnerable" father-in-law couldn't get any slots, despite being a SmartPass customer, whereas we aren't vulnerable, shielding or old, but could easily get slots (lucky, as I was able to add the in-laws' address and place orders on their behalf).

Vegastare

I feel Sainsbury have done this too....they have focused on the shielding list for home delivery which is understandable - but this is at the risk of elderly loyal Sainbury shoppers that were not on the list - I phoned many times for my 80 year old Mum in law to try and get her added.....never got through.  A friend also did this for 82 year old neighbour and had no joy she even went to the local store and spoke with them...the suggestion she shop for him!  He was totally distressed that his local store bless him that he ordered online from would no longer deliver. She is over 70 and doing her best.  In the end we both got Morrisons - they seem to have stepped up. 
For me I do click and collect alternate with Tesco which is 18 mile round trip or Sainsbury.  Tesco really shines with quick pickup and items picked in the main with care.  Sainsbury is my local and you can wait a while for the delivery to come to the car and on 3 occasionns items charged for are missing.  That results in a long wait to call center for refund....but all the supermarkets have carried a heavy load and kept us going....so although I complain to myself I have to also remember what we are dealing with.

andygb

Until three weeks ago I was unable to get any online shops from anyone and I am only 15 miles away from one of the Ocado "Superwarehouses".

I have now managed to get a couple of Iceland online shops, but still have to do a quick 07:00 shop weekly at a large Asda.

simonlilly

One of my friends has told me they are allowed Ocado deliveries every 3 days now, I can only get them every 7 days and its really annoying. The way they treat existing customers is appalling.

Also, there is so much stock unavailable and the offers are now rubbish, with alot of smoke and mirrors - please dont be taken in. I even found one offer last week as cheaper in M&S at the M&S full price.

custardy

simonlilly said:

One of my friends has told me they are allowed Ocado deliveries every 3 days now, I can only get them every 7 days and its really annoying. The way they treat existing customers is appalling.

Also, there is so much stock unavailable and the offers are now rubbish, with alot of smoke and mirrors - please dont be taken in. I even found one offer last week as cheaper in M&S at the M&S full price.

You cant plan a shop that will last 7 days?