Ocado - Extremely Clinically Vulnerable and TOTALLY IGNORED

lemonreptile

I have been an Ocado customer since they started trading using a number of email accounts and 3 addresses (due to separation / divorce etc.). When Covid-19 hit us I had just returned from a month in hospital following a serious illness. Whereas before I was able to shop normally (I was mobile) I most definitely can’t now and, unfortunately, find myself on the government’s ‘Extremely Clinically Vulnerable’ list. I know Ocado have that list and recognise that I am on it. Being floored by my illness and treatment (I’ll happily provide details) I immediately attempted to place an order with Ocado (while bedridden!). Their IT systems failed miserably to keep up with demand in the early stages of this crisis so I gave up. For a short period I had to rely on charity and, subsequently suffered truly abysmal service from Asda. 
At that point I decided to contact Ocado to resurrect (and pay for) a Delivery Pass. They have refused me (3 times!!!) as, apparently, I haven’t spent enough with Ocado in the recent past. Ocado staff were extremely dismissive and unhelpful.
This meant that I’m left with no easy way to source groceries. I will NOT resort to charity or have friends running around after me. I need an easy, reliable and low stress source for regular shopping. You have let me down fundamentally and have actually discriminated against me as a vulnerable and disabled person. It’s disgraceful and, I believe illegal to discriminate in this way.
Ocado are perfectly able to provide priority access but choose not to based on previous spend level! My MP is fully aware.

WHAT DO I DO NEXT?

Bunny_Lady

Have you tried Sainsbury's? They have been really good, also Iceland?

EssJayD

Iceland are fab I've never had a problem with their deliveries during this time nor have any of my friends who are scattered all over the place!

gettingtheresometime

Sometimes we have to swallow our pride & ask for help.

People who wouldn't dream of using online shopping are now finding they have to. My mum for instance.

[Deleted User]

You could sign up with Abel & Cole, who've just re-opened for new customers and have most things you'd find at the supermarket.

Though it's expensive!:  https://www.abelandcole.co.uk

BooJewels

Another vote for Iceland - their service has been fabulous and I've been pleasantly surprised by the quality too. Their range of non-frozen food is limited compared to other supermarkets, reducing choice, but they kept us going for the first few weeks until I could add other sources. I shall remain a customer into the future.

Someone on here gave me the tip to look for catering style suppliers who are branching into retail deliveries and I found a super one who had things everyone else seemed to be short of like eggs and flour and I've used them and will continue with them too. Have a look at the facebook page for your locale as people are posting about companies like this and I picked up a couple of suppliers there.

You have filled in the Government form for help haven't you (the list isn't automatically sent to stores) - are you getting a food  box delivered? 

lemonreptile

BooJewels said:

Another vote for Iceland - their service has been fabulous and I've been pleasantly surprised by the quality too. Their range of non-frozen food is limited compared to other supermarkets, reducing choice, but they kept us going for the first few weeks until I could add other sources. I shall remain a customer into the future.

Someone on here gave me the tip to look for catering style suppliers who are branching into retail deliveries and I found a super one who had things everyone else seemed to be short of like eggs and flour and I've used them and will continue with them too. Have a look at the facebook page for your locale as people are posting about companies like this and I picked up a couple of suppliers there.

You have filled in the Government form for help haven't you (the list isn't automatically sent to stores) - are you getting a food  box delivered? 

Yes, we’re on the list. We do get a food box delivered but we REALLY want to be self-sufficient. What you describe is happening here with local companies but we want the easy option as we are both disabled. What I can’t accept is Ocado’s dismissive attitude. They CAN look after us if they want to! It’s a shame but Iceland simply don’t have the range we need.

adamp87

OP whilst I appreciate you are having a difficult time, are on the list and had some poor customer service. I don’t see in your post evidence you have been discriminated against.

Ocado like most of supermarkets have seen a huge uplift in online orders and vulnerable and non vulnerable customers are having slots rejected or difficulties ordering as a result. Ocado mainly only having centres as opposed 100’s of stores around the country probably hinders this further.

You have two easy options

1) You lodge a formal complaint with Ocado about your the service received and await their reply.

2) In the meantime you try a slot with a range of other supermarkets or shops as mentioned Iceland or Sainsbury’s, Tesco, Morrison’s. 

You say you won’t resort to people helping you or family, well unfortunately we are in a global crisis period and if you are going to refuse help to those who are trying to help you survive then it’s your own fault. You have other options but it seems you just want to blame Ocado for everything.

Yes they’ve let you down, but there are countless competitors out there, you may not be able to get everything you usually shop for, but that’s what’s happening to the rest of the country. You have to adapt.

Bunny_Lady

Tesco seem to put slots up after midnight, so maybe try logging on early hours of the morning? I think you can probably fid an alternative to Ocardo if you tried...maybe accept a little downgrade in your usual standards? Ocardo don't seem to have anywhere near the capacity of the major supermarkets..

EssJayD

Yes OP for what its worth, I am fully mobile and have a car and means to get out and about......yet my Mum will still phone me every other day and ask me if I want anything picking up from the shops and I feel no shame at all in giving her a list of stuff  

If they are genuine friends they will have no problem at all in appreciating your position and leaving a bag of stuff at your door for you, that's what friends are for, just pay it forward when you can or owe them a few favours in the future.   That way you can do Iceland/other for the main stuff and friends picking up the other bits you want.  Pride is good but not when its a barrier to getting help when you could do with it.

PixelPound

Look at it from Ocado's point, they have been inundated with orders and have this list on 150,000 most vulnerable. No one on that list deserves higher priority than anyone else on the list, so whilst you may be disabled and vulnerable, so are a lot of the other 150,000. They were sent to people with compromised immune systems and gone through major surgery.

You may think they were dismissive and unhelpful, but was that really or just because you didn't get what you wanted. Their staff probably under a lot of pressure, and maybe their IT systems are struggling as there have been many stories of cancelled delivery slots. If you truly think the staff were dismissive, you can raise a complaint, but maybe you were asking something the staff member was unable to do, like magic up a slot when none were available. There are plenty of other supermarkets - if you are not happy with Ocado go elsewhere.